Raffles Hotel Singapore - Raffles Service Agent / Executive (Reservations)

The Raffles Service Agent / Executive 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 hotel's CSR and sustainability efforts. • Ensures service standards and individual performance are aligned with Accor Hotels Values. • Performs any other duties and responsibilities that may be assigned. Candidate Profile • Minimum tertiary education or equivalent. • Knowledge of and experience of relevant software applications – spreadsheets, word processing and database management. • Minimum 1 to 2 years of relevant experience in the hotel industry. • Required to work on weekends, public holidays and rotating shift. • 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. 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.