The position creates and maintains reservation sales strategies to achieve revenue goals and achieve highest level of guest and employee satisfaction.
Primary Responsibilities
Brand Stewardship
- Embody the Raffles identity as a custodian of tradition, elegance, and innovation.
- Ensure every guest encounter reflects the hotel鈥檚 positioning as a global icon of luxury hospitality.
Revenue & Loyalty Impact
- By delivering exceptional service, the Raffles Service Manager directly influences repeat business, guest loyalty, and positive brand reputation.
- Supports optimization of forecasts and budgets by aligning service delivery with commercial goals
Provides Experiences that Exceeds Guest Expectations
- Supports guest鈥檚 decision to proceed with the reservation by providing accurate information on the price, room type, availability and the amenities.
- Is well versed with the preference of the regular guests and provides them with the consistent service anticipating their needs in advance.
- Leads a Heartist庐 approach to guest experience/service with the Raffles Service team.
- Focuses on the reservation experience for LCAH members.
- Supports the Raffles Service tean to achieve upsell goals in various revenue streams.
Ensures Reservations Quality
- Ensures Raffles Service call quality meets Forbes, LQA or any other industry or Raffles Corporate set reservation call benchmarks.
- Nurtures and trains Raffles Service teams to meet and exceed service standards based on agreed call quality benchmarks.
- Monitor daily operations, ensuring standards of excellence are met in every touchpoint of the guest journey
Management and Leadership of the Reservations Team
- Provides continuous leadership, motivation, training and support to the team.
- Recruits and trains members of Raffles Service team.
- Monitors Raffles Service Agents' productivity on a daily basis and conducts weekly test calls.
- Uses quarterly performance reviews to identify and develop talent.
Involvement in Wider Job Function Actions / Relationships
- Prepares the set-up of operations systems, guidelines for daily operations and standard operating procedures.
- Plans and schedules the manpower, colleague development, welfare, morale and training.
- Conducts and attends relevant meetings.
- Controls room inventory of the hotel.
- Provides recommendations to the Management that will help to maximise revenue of the hotel.
- Handles all VIP requests and reservations received from Executive Office.
- Supports the Director of Revenue Management with the annual marketing plan and budget preparation.
- Optimizes efficiency and work processes for the team in exploring new technology to ensure Raffles Service team skillsets are upgraded and future-proof.
- Understands and manages the reservation distribution system.
- Manages the hotel booking engine and the third party websites.
- Supports hotel鈥檚 CSR and sustainability programs.
- Ensures service standards and individual performance are aligned with Accor Values.
- Performs any other duties and responsibilities that may be assigned.