Raffles Service Executive / Agent (Reservations)

Raffles Hotels & Resorts; Singapore; On-site; SGD 35,712 - 51,336; Full time

Benefits offered by this job

5‑day Work Week

Duty Meals provided

Colleagues’ Discount / Room Rates

Flexible Benefit – Dental/Optical/Vac/

Medical and Wellness Benefit

Comprehensive Insurance Coverage

Career Development & Growth

Job summary

Raffles Hotel Singapore is seeking a Service Executive/Agent to deliver friendly, professional service, handling guest inquiries by phone and email and supporting all hotel departments.

The role involves supervising the Service Team, ensuring shift coverage, and upholding brand standards across BSOPs, LSOPs and Forbes/LQA guidelines.

Qualifications

• Diploma or Degree preferably in hospitality or a related field.
• Knowledge of and experience with relevant software applications – spreadsheets, word processing and database management.
• Minimum of 2 years of relevant experience in the hotel industry.
• Required to work on weekends, public holidays and rotating shift.

Responsibilities

• Handle guest inquiries via calls and emails, ensuring timely and accurate responses.
• Deliver friendly and professional service in line with BSOPs, LSOPs and Forbes/LQA standards.
• Supervise and support Raffles Service Agents, ensuring high call quality and coverage.
• Maintain confidentiality and discretion of guests and colleagues at all times.
• Collaborate with restaurant managers to optimize reservation capacity and guest experience.

Skills

Interpersonal skills

Customer service

Communication

Multicultural awareness

Education

Hospitality degree

Tools

Spreadsheets

Word Processing

Database Management

Job description

Job Description

The Raffles Service Executive / Agent delivers friendly and professional service that meets guests’ call experience expectations and is able to answer all types of enquiries. The position offers a centralized communication service in an efficient manner supporting all departments of the Hotel and supervises Raffles Service Agents ensuring every call meets the standards.

Primary Responsibilities

Deliver Friendly and Professional Service

• Handle guest comments competently and swiftly.
• Maintain level of confidentiality and discretion of guests and colleagues at all times.
• Ensure guests receive the experience detailed in Brand Standard Operating Procedures (BSOPs), Raffles Hotel Singapore Local Standard Operating Procedures (LSOPs) and Forbes 5‑star/Leading Quality Assurance (LQA) standards, aiming to achieve the scores and goals set by management.
• Cooperate closely with the Raffles Butlers team.
• Ensure smooth operation of the department by attending to incoming calls and emails related to room and F&B reservations or general enquiries.
• Uphold a flawless impression and perception of the Raffles Hotel Singapore products, services and colleagues.

Provide Experience that Exceeds Guest Expectations

• Be well versed with guests’ preferences and provide all guests with consistent service, anticipating needs in advance.
• Lead a Heartist® approach to guest experience/service together with the Reservation team.
• Place high emphasis on the reservation experience for all Accor Live Limitless (ALL) members.

Supervision of the Raffles Service Team

• Supervise and ensure shift coverage of the department and be able to personally cover any role or duty if required.
• Carry out any other duties as and when assigned by the Raffles Service Manager or Raffles Service Assistant Manager.
• Ensure smooth operations of Raffles Service by performing all tasks in adherence with the code of ethics issued by Raffles Hotel Singapore.
• Adhere to Work Safety and Health (WSH) policies and procedures and ensure all direct reports and peers are trained and follow WSH guidelines.
• Address any security incidents and guest complaints to the Raffles Service Manager or Raffles Service Assistant Manager and react proactively when suitable and appropriate.

Involvement in Wider Job Function Actions / Relationships

• Work closely with restaurant managers to maximize the capacity of the restaurants.
• Assist guests with a seamless reservation process by providing restaurant and bar information, reservation confirmation and/or reservation changes or cancellations and other special requests.
• Use a Heartist® approach – make guests and colleagues feel welcome, heart‑warmed, incredible, and belonging.
• Maintain complete knowledge of all Food & Beverage offerings and hotel services and features.
• Ensure all duties and tasks are carried out according to the required standards prescribed by the hotel.
• Build a positive relationship with the restaurant managers, assistant restaurant managers, service executives, associates and hostesses/hosts.
• Support AccorHotels Corporate Programmes.
• Ensure service standards and individual performances are aligned with AccorHotels Values – Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Design, revise and apply an emergency backup plan for communications systems in case of PABX failure.
• Supervise technical and operational data availability at all times.
• Lead and train the team to be fully equipped and knowledgeable on the telephone system in compliance with the hotel network policies.

Contributes to Financial Performance Enhancements

• Cooperate with all departments to cross‑sell and promote Raffles Hotel’s products and services.
• Communicate and roll out the annual upsell strategy and support the team to achieve goals set by management.
• Perform any other duties and responsibilities that may be assigned.

Qualifications

Candidate Profile

• Diploma or Degree preferably in hospitality or a related field.
• Knowledge of and experience with relevant software applications – spreadsheets, word processing and database management.
• Minimum of 2 years of relevant experience in the hotel industry.
• Required to work on weekends, public holidays and rotating shift.

Competencies

• Use sensitivity and discretion in supporting guest needs.
• Strong interpersonal skills with the ability to communicate with all levels of employees.
• Service‑oriented with an eye for details.
• Ability to work effectively and contribute in a team.
• Multicultural awareness and ability to work with people from diverse cultures.
• Self‑motivated and energetic.
• Flexible.
• Displays initiative and creativity.
• Ascertains and addresses guest/colleague needs.
• Solid knowledge of PABX management and VOIP including international & conference telephone dialing procedures and protocol.
• Keep abreast of new trends in telephone systems and equipment.
• Ensure security and confidentiality of guest and hotel information.
• Possess good computer and property management system skills.

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.