Key Responsibilities
Guest Recognition & Personalization:
Welcome and engage guests in a warm, refined, and genuine manner, ensuring recognition of returning guests, VIPs, and special occasions.
Proactively identify guest preferences, expectations, and emotional cues to personalize interactions and services.
Maintain detailed guest profiles, recording preferences, feedback, and notable interactions to enhance future stays.
Guest Experience Management:
Serve as the primary point of contact for in-house guests, ensuring their comfort and satisfaction throughout the stay.
Handle guest feedback, requests, and concerns with empathy, professionalism, and a solutions-driven approach.
Follow up on service recovery actions to ensure issues are fully resolved and guests depart with a positive impression.
Coordinate bespoke amenities, surprises, and experiences in collaboration with Concierge, Butler Service, and F&B teams.
VIP & Special Handling:
Coordinate arrival, in-house, and departure arrangements for VIPs, long-stay guests, and special-needs guests.
Ensure all VIP amenities, room setups, and personalized touches are delivered accurately and on time.
Act as a liaison between guests and hotel management, escalating feedback or concerns when appropriate.
Coordination & Communication:
Work closely with Front Desk, Concierge, Housekeeping, Engineering, and Food & Beverage to ensure seamless service delivery.
Communicate guest preferences and special instructions clearly across departments.
Participate in daily briefings to share guest insights and service priorities.
Standards, Etiquette & Brand Representation:
Uphold Raffles grooming, etiquette, and communication standards at all times.
Demonstrate impeccable manners, cultural sensitivity, and emotional intelligence befitting a luxury heritage brand.
Represent the values, history, and service culture of Raffles Hotels & Resorts in every guest interaction.
Compliance & Continuous Improvement:
Ensure confidentiality and discretion when handling guest information and situations.
Adhere to hotel policies, safety procedures, and brand standards.
Participate in service culture training, brand programs, and continuous improvement initiatives.