Raffles Hotel Singapore - Senior / Lobby Ambassador (Front Office)

BEACH ROAD HOTEL (1886) LTD.; Singapore; On-site; SGD 60,000 - 80,000; Full time

Job summary

A prestigious luxury hotel in Singapore is seeking a Lobby Ambassador to manage lobby operations and ensure exceptional guest experiences. Responsibilities include guest check-in coordination, addressing complaints, and adhering to service standards. The ideal candidate should possess a diploma in hospitality, relevant experience, and excellent communication skills. This role offers a 5-day work week and various benefits including flexible work arrangements.

Benefits

5-day Work Week

Duty Meals provided

Colleagues’ Discount at Accor Hotels

Flexible Benefit for Dental/Optical/Vacation

Comprehensive Insurance Coverage

Comprehensive Insurance

Career Development Opportunities

Learning and Development Opportunities

Qualifications

• Minimum 1 to 3 years relevant experience.
• Ability to communicate in a second language.

Responsibilities

• Manage various aspects of the lobby operation.
• Deliver seamless service experience for guests.
• Coordinate cashiering and billing duties.
• Address guest complaints and security incidents.
• Adhere to all service standards and safety policies.

Skills

Excellent communication skills in English

Strong interpersonal skills

Ability to motivate team members

Good judgment under pressure

Proficient with computer and property management systems

Education

Diploma or Degree in hospitality or related field

Job description

The Lobby Ambassador is responsible in managing various aspects of the Lobby operation in the delivery of the Raffles Hotel Singapore’s service experience throughout the entire guest journey.

Primary Responsibilities

• Delivers the Raffles Hotel Singapore guest experience through a seamless flow of processes and in close cooperation with the Raffles Butler.
• Provides a first-class arrival experiences for all residents including a seamless and personalised check-in experience. Closely assists the F&B team in welcoming and accommodating/seating restaurant patrons.
• Ensures the smooth running of the Lobby operation by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
• Upholds a flawless impression and perception of the Raffles Hotel Singapore products and colleagues.
• Addresses any security incidents and guest complaints to the Lobby Operations management team and reacts proactively when suitable and appropriate.
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

• Accurately executes cashiering and billing duties in coordination with the Raffles Butlers and cooperates closely with the Finance team.
• Acts as Lobby Operation Coordinator to handle administrative tasks and to ensure the smooth lobby operation and the completion of all essential preparatory tasks prior to guests’ arrivals.
• Responsible for the timely pre-arrival correspondence cycle within the Lobby Operations team.

• Executes the annual upsell strategy and achieves all goals as set by management.
• Cooperates with all departments and divisions in promoting inter-hotel sales and in-house facilities for Residents, F&B patrons and visitors.

• Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Forbes 5 star / Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management.
• Participates in the handling and follows up of any security incident and guest complaint together with the Lobby Operations management team and always reinforces hotel values.
• Adheres to Workplace Safety and Health (WHS) policies and procedures.
• Performs any other duties and responsibilities that may be assigned.

Candidate Profile

Knowledge and Experience

• Diploma and Degree from preferably hospitality or related field.
• Minimum 1 to 3 years relevant experience.
• Excellent communication skills in English and ability to communicate in a second language.

Competencies

• Possesses strong interpersonal skills.
• Contributes in the team, work punctually and effectively.
• Ascertains and addresses guest/colleague needs.
• Motivates individuals and creates and maintains a cohesive team.
• Focuses on service with an eye for detail and an approachable attitude.
• Works well under pressure, analyzes and resolves problems, and exercises good judgment.
• Prioritises and organises work assignments and work effectively.
• Self-motivates and shows good initiative in a dynamic environment.
• Ensures security and confidentiality of guest and hotel information.
• Possesses good computer and property management system skills.
• Embraces and responds to change effectively.

Benefits of Joining Raffles Hotel Singapore

• 5-day Work Week.
• Duty Meals are provided.
• Colleagues’ Discount and/or Preferential Room Rates at worldwide Accor Hotels.
• Flexible Benefit – Dental/Optical/Vacation Expenses/Children’s Education.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.