The Raffles Service Executive / Agent delivers friendly and professional service that meets guest’s call experience expectations and is able to answer all types of enquiries.
The position offers a centralised communication service in an efficient manner supporting all departments of the Hotel and is supervising Raffles Service Agents ensuring every call meets the standards.
Primary Responsibilities
Deliver Friendly and Professional Service
- Handles guest comments competently and swiftly.
- Maintains level of confidentiality and discretion of the guest, colleagues at all times.
- Ensures guests receive the experience as detailed in Brand Standard Operating Procedures (BSOPs), Raffles Hotel Singapore Local Standard Operating Procedures (LSOPs) as well as Forbes 5 star/Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management.
- Close cooperation with Raffles Butlers team.
- Ensures smooth operation of the department by attending to incoming calls and emails that are pertaining to room and F&B reservations or general enquiries.
- Upholds a flawless impression and perception of the Raffles Hotel Singapore products, services and colleagues.
Provide Experience that Exceeds Guest Expectations
- Is well versed with the preference of guest’s and provides all guests with the consistent service anticipating needs in advance.
- Leads a Heartist® approach to guest experience/service together with the Reservation team.
- High emphasis on the reservation experience for ALL (Accor Live Limitless) members.
Supervision of the Raffles Service Team
- Supervises and ensures shift coverage of the department and is able to personally cover any role or duty if required.
- Carries out any other duties as and when assigned by Raffles Service Manager or Raffles Service Assistant Manager.
- Ensures smooth operations of Raffles Service by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
- Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained and follow WSH guidelines.
- Addresses any security incidents and guest complaints to Raffles Service Manager or Raffles Service Assistant Manager and reacts proactively when suitable and appropriate.
Involvement in Wider Job Function Actions / Relationships
- Works closely with the restaurant managers to maximise the capacity of the restaurants.
- Assists guests with a seamless reservation process by providing restaurant and bar information, reservation confirmation and / or reservation changes or cancellations and other special requests.
- Uses a Heartist® approach – makes the guests and colleagues Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
- Maintains complete knowledge of all Food & Beverage offerings and hotel services and features.
- Ensures all duties and tasks are carried out according to the required standards as prescribed by the hotel.
- Builds a positive relationship with the restaurant managers, assistant restaurant managers, service executives, associates and hostesses/hosts.
- Supports AccorHotels Corporate Programmes.
- Ensures service standards and individual performances are aligned with AccorHotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
- Designs, revised and applies emergency backup plan for communications systems in case of PABX failure.
- Supervises technical and operational data availability at all times.
- Leads and trains team to be fully equipped and knowledgeable on telephone system in compliance with the hotel network policies.
Contributes to Financial Performance Enhancements
- Cooperates with all departments and all others to cross-sell and promote Raffles Hotel’s products and services.
- Communicates and rolls out the annual upsell strategy and supports the team to achieve goals as set by management.
- Performs any other duties and responsibilities that may be assigned.