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.
