Raffles Service Agent (Reservations)

Accor Hotels; Singapore; On-site; SGD 30,000 - 43,000; Full time

Job summary

A leading hotel is seeking a Raffles Service Agent to provide friendly and professional service for guest reservations. Key responsibilities include managing incoming communications, ensuring smooth hotel operations, and enhancing guest experiences. Ideal candidates should be service-oriented with strong interpersonal skills and relevant experience in the hospitality sector.

Benefits

5-day Work Week

Duty Meals Provided

Colleagues' Discounts at Accor Hotels

Flexible Benefit

Medical and Wellness Benefit

Comprehensive Insurance Coverage

Career Development Opportunities

Holistic Learning and Development Opportunities

Qualifications

• Minimum 1 year of relevant experience in the hotel industry.
• Required to work on weekends, public holidays, and rotating shifts.

Responsibilities

• Ensures smooth operation of Raffles Service department.
• Obtains all necessary reservation details and processes confirmations.
• Supports guest experience by providing accurate information.

Skills

Interpersonal Skills

Service-oriented

Attention to Detail

Multicultural Awareness

Initiative

Education

Minimum Tertiary Education

Tools

Spreadsheets

Word Processing

Database Management

Job description

Job Description

The Raffles Service Agent delivers friendly and professional service that meets guest’s reservation experience expectations prior to their arrival.

Primary Responsibilities

Delivers Friendly and Professional Service

• Ensures smooth operation of Raffles Service department by attending to incoming calls, fax and emails that are pertaining to room reservation.
• Obtains all the necessary information to complete a room reservation in the Opera system, i.e. stay dates, flight details, rates, special requests and reservation notes.
• Completes the reservation process by combining all reservation details (including any Food and Beverage or Spa arrangements) and sending a confirmation to the guest.

Focuses on Guest Experience

• Supports guest’s decision to proceed with the reservation by providing accurate information on the price, room type, availability and the amenities.
• Is well versed with the preference of the regular guests and provide them with the consistent service anticipating their needs in advance.

Involvement in Wider Job Function Actions/Relationships

• Supports the Raffles Service colleagues to achieve upsell goals in various revenue streams.
• Coordinates with other departments (Front Office, Concierge, Food and Beverage, Raffles Spa, Housekeeping and Butler) on the guest’s needs and requirements.
• Works closely with Revenue department to be aware of the occupancy of the hotel (i.e. sold out dates, blackout dates and the need periods).
• Advises Raffles Service Manager of any deviations in rate applications or reservations arrangement.
• Maintains an accurate and updated filing system of all correspondence.
• Is familiar with hotel’s credit policies and handles billing instructions correctly.
• Performs clerical and administrative duties.
• Adheres to Raffles Hotel Singapore and Room Reservations department standard operating procedures, guidelines and grooming standards.
• Supports Accor Corporate programs, such as Planet 21.
• Ensures service standards and individual performance are aligned with Accor Hotels Values.

Qualifications

Candidate Profile

Knowledge and Experience

• Minimum tertiary education or equivalent.
• Knowledge of and experience of relevant software applications – spreadsheets, word processing and database management.
• Minimum 1 year of relevant experience in the hotel industry.
• Required to work on weekends, public holidays and rotating shift.

Competencies

• Strong interpersonal skills with ability to communicate with all levels of colleagues.
• Service-oriented with an eye for details.
• Ability to work effectively and contribute to the team.
• Multicultural awareness and ability to work with people from diverse cultures.
• Self-motivated and energetic.
• Flexible.
• Displays initiative and creativity.

Additional Information

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.