The Raffles Service Intern 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.
Primary Responsibilities
Deliver Friendly and Professional Service
- Ensures smooth operation of the department by attending to incoming calls and emails that are pertaining to room and F&B reservations or general enquiries.
- 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.
- Assists guests in a seamless F&B reservation process by providing restaurant and bar information, reservation confirmation and/or reservation changes or cancellations and other special requests.
- Works closely with the restaurant managers to maximise the capacity of the restaurants.
- 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.
- Upholds a flawless impression and perception of the Raffles Hotel Singapore products and services.
- Ensures the smooth running of the Raffles Service by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
Provide Experience that Exceeds Guest Expectations
- Is well versed with the preference of the guest’s and provide 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 ALL members.
- Handles guest comments competently and swiftly.
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, F&B, 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 (the sold out dates, the blackout dates and the need periods in both rooms and F&B outlets).
- Advises Raffle 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 Raffles Service SOP’s, guidelines and grooming standards.
- Adheres to the Values of AccorHotels, i.e. Guest Passion, Respect, Innovation, Trust, Sustainable Performance and Spirit of Conquest.
Candidate Profile
Knowledge and Experience
- Diploma or Degree preferably in hospitality or any related field
- Knowledge of and experience of relevant software applications – spreadsheets, word processing and database management
Competencies
- Strong interpersonal skills with ability to communicate with all levels of employees
- 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
- Ascertains and addresses guest/colleague needs
- Ensures security and confidentiality of guest and hotel information
- Possesses good computer and property management system skills
- Embraces and responds to change effectively
