The Raffles Service Executive delivers friendly and professional service that meets guest’s call experience expectations and is able to answer all types of enquiries.

The position offers a centralised communication service in an efficient manner supporting all departments of the Hotel and is supervising Raffles Service Agents ensuring every call meets the standards.

Primary Responsibilities

Delivers Friendly and Professional Service

• Handles guest comments competently and swiftly.
• Maintains level of confidentiality and discretion of the guest, colleagues at all times.
• Ensures guests receive the experience as detailed in Brand Standard Operating Procedures (BSOPs), Raffles Hotel Singapore Local Standard Operating Procedures (LSOPs) as well as Forbes 5 star/Leading Quality Assurance (LQA) standards, and aims to achieve the scores and goals set by management.
• Close cooperation with Raffles Butlers team.
• Ensures smooth operation of the department by attending to incoming calls, fax and emails that are pertaining to room and F&B reservations or general enquiries.
• Upholds a flawless impression and perception of the Raffles Hotel Singapore products, services and colleagues.
• Ensures service standards and individual performances are aligned with AccorHotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Provides Experience that Exceeds Guest Expectations

• Is well versed with the preference of guest’s and provides all guests with the consistent service anticipating needs in advance.
• Leads a Heartist® approach to guest experience/service together with the Reservation team.
• High emphasis on the reservation experience for LCAH members.

Supervision of the Raffles Service Team

• Supervises and ensures 24-hour shift coverage of the department and is able to personally cover any role or duty if required.
• Carries out any other duties as and when assigned by Raffles Service Manager or Raffles Service Assistant Manager.
• Ensures smooth operations of Raffles Service by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
• Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained and follow WSH guidelines.
• Addresses any security incidents and guest complaints to Raffles Service Manager or Raffles Service Assistant Manager and reacts proactively when suitable and appropriate.

Involvement in Wider Job Function Actions/Relationships

• Works closely with the restaurant managers to maximise the capacity of the restaurants.
• Assists guests with a seamless reservation process by providing restaurant and bar information, reservation confirmation and / or reservation changes or cancellations and other special requests.
• Uses a Heartist® approach – makes the guests and colleagues Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
• Maintains complete knowledge of all Food & Beverage offerings and hotel services and features.
• Ensures all duties and tasks are carried out according to the required standards as prescribed by the hotel.
• Builds a positive relationship with the restaurant managers, assistant restaurant managers, service executives, associates and hostesses/hosts.
• Supports AccorHotels Corporate programs, such as Planet 21.
• Designs, revised and applies emergency backup plan for communications systems in case of PABX failure.
• Supervises technical and operational data availability at all times.
• Leads and trains team to be fully equipped and knowledgeable on telephone system in compliance with the hotel network policies.

Contributes to Financial Performance Enhancements

• Cooperates with all departments and all others to cross-sell and promote Raffles Hotel’s products and services.
• Communicates and rolls out the annual upsell strategy and supports the team to achieve goals as set by management.
• Performs any other duties and responsibilities that may be assigned.

The position is responsible to supervise and handle all porterage tasks in a detailed and timely manner as well as to participate in creating experiential and memorable Raffles Hotel Singapore experiences for residents.

Primary Responsibilities

Manages All Porterage Tasks

• Supervises and participates in the activities of the personnel in charge of handling and safe keeping of all incoming, outgoing, and stored baggage.
• Welcomes all residents and guests, promotes inter-hotel sales and in-house facilities, and provides directions and suggestions to the hotel surrounding areas.
• Ensures the smooth running of all hotel entrance and driveway operations by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
• Ensures service standards and individual performance is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Participates in the Raffles Hotel Singapore Arrival and Departure Experience

• Supports and assists the Doorman and Reception teams during every resident arrival and departure.
• Supports and monitors activities the drop-off and pick-up of valet-parked vehicles and the taxi and hired car queue according to priorities.

Acts as Supporting Element of the Entire Guest Journey

• Works closely with all hotel colleagues to create efficient, yet personalised service encounters for all residents.
• Addresses any security incidents and guest complaints to the Lobby Manager and reacts proactively when suitable and appropriate.

Improves Quality of Product and Services 

• Ensures guests receive the experience and service as detailed in brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standards and aims to achieve the scores and goals set by the management.
• Adheres Workplace Safety and Health (WHS) policies and procedures.
• Performs any other duties and responsibilities that may be assigned.

The restaurant general manager is the “face” and ambassador of the restaurant, leading the venue personality and soul. The restaurant general manager is responsible for supervising the overall operations and service standards of the outlet to meet and exceed guest’s dining experience expectations. 

The main responsibilities include, but are not limited to, creating a Food & Beverage destination within Raffles Hotel Singapore, maximizing revenues, achieving financial and quality targets, gaining culinary and service awards, marketing, confirming required staffing levels, conducting training and development of team members. 

Primary Responsibilities

Requirements and Responsibilities

• Previous relevant experience with managing of a restaurant of similar standing and profile.
• Ability to work independently and with minimal supervision.
• Highly organised with strong analytic and communication skills.
• Excellent computer skills (incl. Microsoft Excel in a business environment) and ability to learn new programs/systems quickly.
• Ability to work under pressure and remain within all set deadlines.
• Identifies what needs to be completed and takes action to achieve a standard of excellence beyond job expectations.
• Understands, embraces, and integrates corporate values into everyday duties and responsibilities.
• Identifies and responds to current and future client needs by providing excellent, genuine service to internal and external customers.
• Executes project management including research of equipment, materials, supplies and methods, sourcing and negotiating with qualified suppliers or contractors, reviewing contracts, and quality control during all stages of the project.
• Resourceful team player that builds, strengthens, and maintains collaborative relationships with others inside and outside the organization.
• Maintains a productive climate and confidently motivates, mobilizes, and coaches employees to meet high performance standards and goals.
• Listens, writes, and speaks effectively, and positively relates and interacts with co-workers and others.
• Makes choices or reaches conclusions by establishing objectives, gathering relevant information, identifying alternatives, setting criteria for the decision, and selecting the best option.
• Systematically develops plans, prioritizes, organizes and manages resources in order to accomplish business goals within a specific time period.
• Able to establish, review and adjust sequence of service if necessary.
• Prepares training manual and conduct departmental service training in coordination with Learning and Development Manager.
• Develops pre-opening training schedule in coordination with Learning and Development Manager.
• Establishes colleague’s working schedule in line with operational requirements and regulations issued by Ministry of Manpower and local union.
• Reviews simulation processes and update evaluation criteria for smooth opening.
• Creates simulation schedule, menus and critique form in coordination with Chef de Cuisine.
• Establishes operating par stock for OS&E and beverage.
• Establishes menu pricing based on market knowledge and cost considerations.
• Creates restaurant Standard Operating Procedures.
• Creates bar recipe in Material Control.
• Establishes minimum/maximum for guest supplies.
• Creates a maintenance equipment check list to be conducted on weekly basis with Engineering and Housekeeping team. 
• Establishes a monthly walk-through with Hygiene Officer in coordination with Chef de Cuisine.

Oversees Daily Operations and Achieving Targets

• Forecasts sales, covers and payroll costs.
• Supervises operation, ensuring sufficient manning coverage for operations.
• Assigns the Assistant Manager, Junior Assistant Manager and Supervisors with responsibilities and tasks that they are best suited for.
• Ensures that all duties, tasks and services are carried out according to the required standards as prescribed by the hotel.
• Consistently adheres to timeline of deliverables.
• Maintains consistency in quality of food, beverage and service above all else. 
• Attends briefings and meetings held by the department and update all latest policies as needed.
• Possesses in depth and supervise knowledge of all food and beverage menus and its preparations and presentations. This includes in depth and supervise knowledge of bar and wine operations.
• Detailed knowledge and experience in establishing, training and executing sales techniques and marketing plans. 
• Ensures cleanliness and appearance of the restaurant and related areas at all times and take immediate action if needed or required. 
• Familiarises self with the company’s applicable processes, software and technologies (e.g. Micros, Avero, Material Control, etc.).
• Consistently present in the operation area during all key meal periods.

 Provides a Leading and Consistent Guest Experience

• Promotes sales through direct guests’ contact. Constantly obtains customer feedback during operations to ensure satisfaction and building loyal following/return customer base.
• Handles guests’ complaint and comments competently and swiftly.
• Leads the service and culinary team to personalize guest experience and in accordance to Hotel Standards. 
• Builds strong relationships with local guests and build loyal following as foundation for a successful operation. 
• Maintains levels of confidentiality and discretion of the guest, staff, operator at all times. 

Management and Leadership of Outlet

• Is a mentor and role model.
• Proactive, innovative with in depth F&B and market knowledge. 
• Executes hands-on leadership by actively engaging in colleague support and guest service during all major meal periods.
• Leads and supports the team to be consistent in service standards, to be collaborative and enabling leadership style. Provide regular team meeting for training and arranges examinations for the staff to achieve higher standards and skills.
• Drives the team to achieve common goals and build a strong team work.
• Uses the performance review process to identify and develop talent for growth management performance issues and uses coaching styles. 
• Be culturally affinity and show empathy to all team members. 
• Coaches and trains staff to prepare them for the next level within 14 – 24 months.
• Reviews the work performance of all colleagues to make sure that established procedures and policies are followed.
• Enforces and upholds highest standards in discipline and knowledge of the contents in disciplinary actions. To actively enforce colleague motivation and team building.
• Observes colleague’s individual performance, grooming, punctuality.
• Performs staff appraisals/disciplinary actions if required.
• Provides a level of Safety and Security for guests and employees. 
• Assists in recruitment, induct and train the team who are competent and confident.
• Ensures grooming and hygiene practices of colleagues are in line with Raffles Hotel Singapore and National Environmental Agency standards.
• Attends daily meetings and all other meetings, which fall under his/her jurisdiction, follows directives given and advises Assistant Director of F&B on topics of importance.
• Attends monthly departmental meeting and communicates with the team. Follow up on projects assigned if any. 
• Checks daily opening and closing duties.

Marketing Plan and Revenue Management

• To be knowledgeable to represent the brand and promote the outlet. To be comfortable being a media personality, subject to approval and supervision of the Management and Marketing Communications team. 
• Comfortably and confidently answer questions and attend to queries or feedback regarding the restaurant.
• Makes recommendations to the Management on other potential sources of revenue e.g. promotions etc.
• Implements appropriate and effective measures to improve control of costs, expenses, and labor.
• Submits regular forecast of the restaurant revenue. Work out on property revenue to yield.
• Submits monthly sales analysis with improvement action plan and uses revenue management tools to generate reports. 
• Ensures all reports generated are accurate before submission.

Training, Learning and Development of the Team

• Stream lines all training requirements and co-ordinates all arrangements for proper execution of instructions.
• Conducts regular on the job trainings for colleagues to develop their skills/new menu items. 
• Records and submits monthly On-the-Job Training hours to F&B Office before the 15th of each month.
• Guides the departmental orientation for new hires.
• Ensures that colleagues are aware of hotel rules and regulations.
• Ensures that colleagues are trained on fire and safety, emergency procedures and hygiene.

Other Responsibilities 

• Performs any other duties that may be assigned by the Head of Department.
• Coordinates all functions with Culinary Team, Catering Sales Team and Service Team to ensure maximum efficiency. 
• Develops own knowledge and skills to grow as a business partner and leader.
• Ensures NEA rules and regulations are met and achieve.  
• Uses a Heartist® approach – makes the guests and colleagues Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
• Ensures service standards and individual performances is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Contributes to the hotel’s Corporate Social Responsibility efforts by supports the Planet 21 program.
• Performs any other duties and responsibilities that may be assigned.