At Raffles, luxury is expressed through genuine connection, thoughtful gestures and an intuitive understanding of each guest. We are seeking an elegant, attentive and highly organised Guest Relations Coordinator who will help transform every stay into a meaningful and memorable experience.
As a key ambassador for the hotel, you will build genuine relationships with our guests, anticipate their individual needs and ensure that every detail is delivered with warmth, discretion and impeccable care. Working closely with Front Office, Housekeeping, Butler and other operational teams, you will help create the seamless and personalised service for which Raffles is renowned.
Key Responsibilities
- Serve as a gracious ambassador for Raffles, promoting the hotel’s experiences and sharing engaging stories and insights from its rich and vibrant history.
- Ensure the accurate and discreet processing of all guest information relevant to the Front Office, Housekeeping and Butler teams.
- Keep relevant departments fully informed about in-house guests, their movements, preferences, special requests and occasions, allergies, dietary requirements, and group arrivals and departures.
- Proactively anticipate individual guest needs and preferences, creating thoughtful, distinctive and personalised welcome amenities that make each stay truly memorable.
- Act as the first point of contact before arrival, preparing personalised pre-arrival correspondence, conducting welcome calls and following up on additional requests.
- Prepare elegant, personalised welcome letters and handwritten notes, ensuring every communication reflects the individuality of the guest and the refined character of Raffles.
- Coordinate the hotel’s children’s and pet programmes, creating thoughtful and engaging experiences for every member of the family.
- Respond to guest reviews on TrustYou and other platforms with professionalism, warmth and genuine attention.
- Prepare clear and considerate guest communications regarding works, events or other activities taking place within the hotel.
- Handle guest concerns with empathy, ownership and discretion, ensuring immediate action is delegated appropriately and all matters are reported to the manager on duty.
- Prepare daily reports, guest profiles, briefings and internal communications accurately and on time, sharing them with all relevant teams.
- Maintain strong and collaborative relationships with Front Office, Housekeeping, Butler, Engineering, Laundry and other departments to ensure a seamless guest journey.
- Comply with the hotel’s health, safety and hygiene policies while consistently maintaining the highest standards of personal presentation and grooming.
- Attend meetings, briefings and training sessions as required.
- Support the Guest Relations Manager with special projects and perform other related duties as assigned.