Key Roles & Responsibilities
- Arrival Coordination: Monitor the daily guest arrival list and flight details closely to ensure a presence at the terminal for every scheduled flight.
- The "Raffles Welcome": Greet guests warmly at the arrival hall with a personalized signboard. In line with brand standards, use the guest's name immediately (e.g., "Mr. [Name], welcome to [City], I hope you had a pleasant flight").
- Logistics Management: Coordinate with the Chief Concierge to ensure the correct number of hotel cars are on standby and that they meet all brand cleanliness and amenity standards.
- Luggage Handling: Assist guests with their baggage from the carousel to the vehicle, ensuring all items are handled with extreme care and correctly loaded.
- Liaising & VIP Protocol: Inform the hotel Front Office and Butler teams immediately when VIP guests are en route. Maintain strong professional relationships with airport personnel, immigration, and customs officers to facilitate smooth passage.
- Service Recovery: Act as a frontline problem-solver for delayed flights, lost luggage, or transport issues, reporting any guest complaints to the Chief Concierge for further action.
Professional Standards & Etiquette
- Anticipatory Service: Embody the Raffles "anticipatory" style by identifying guest needs (e.g., offering water or a cold towel) before they are requested.
- Impeccable Grooming: Maintain a neat, professional appearance at all times, as the Greeter represents the hotel's 5-star image in a public terminal.
- Communication: Use clear, professional English and demonstrate cultural sensitivity when interacting with international clientele.