The Lobby Ambassador (Front Office) is responsible in managing various aspects of the Lobby operation in the delivery of the Raffles Hotel Singapore’s service experience throughout the entire guest journey.
Primary Responsibilities
Executes Core Tasks of the Lobby Operation
- Delivers the Raffles Hotel Singapore guest experience through a seamless flow of processes and in close cooperation with the Raffles Butler.
- Provides a first-class arrival experiences for all residents including a seamless and personalised check-in experience. Closely assists the F&B team in welcoming and accommodating/seating restaurant patrons.
- Ensures the smooth running of the Lobby operation by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
- Upholds a flawless impression and perception of the Raffles Hotel Singapore products and colleagues.
- Addresses any security incidents and guest complaints to the Lobby Operations management team and reacts proactively when suitable and appropriate.
- Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
Handles Cashier and Lobby Operation Coordinator Duties
- Accurately executes cashiering and billing duties in coordination with the Raffles Butlers and cooperates closely with the Finance team.
- Acts as Lobby Operation Coordinator to handle administrative tasks and to ensure the smooth lobby operation and the completion of all essential preparatory tasks prior to guests’ arrivals.
- Responsible for the timely pre-arrival correspondence cycle within the Lobby Operations team.
Maximises the outcome of upsell and cross-sell opportunities
- Executes the annual upsell strategy and achieves all goals as set by management.
- Cooperates with all departments and divisions in promoting inter-hotel sales and in-house facilities for Residents, F&B patrons and visitors.
Seeks constant improvement of quality in product and services
- Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management.
- Participates in the handling and follows up of any security incident and guest complaint together with the Lobby Operations management team and always reinforces hotel values.
- Adheres to Workplace Safety and Health (WHS) policies and procedures.