A Guest Experience Associate will serve as the welcoming face and ambassador of Raffles Hotel Singapore. The primary responsibility is to ensure that all guests receive exceptional service and assistance from the moment they enter the Lobby until they depart. This role will play a key role in creating a warm, inviting atmosphere and providing personalized assistance to enhance the overall guest experience.
Primary Responsibilities
Manages Lobby Movements
- Extend a warm welcome to guests as they enter the hotel lobby. Provide assistance with luggage, offer directions, and answer any inquiries to ensure a seamless arrival experience.
- Act as a knowledgeable resource for guests seeking information about local attractions, restaurants, transportation options, and other amenities. Offer recommendations and assist with making reservations or arrangements as needed.
- Maintain the cleanliness and orderliness of the lobby area, including the seating areas, reception desk, and concierge station.
- Monitor foot traffic and proactively address any congestion or queuing issues.
- Identify VIP guests and provide personalized attention and services to enhance their stay.
- Coordinate with relevant departments to fulfill special requests and ensure VIP amenities are delivered promptly.
- Maintain awareness of security protocols and procedures to ensure the safety and well-being of guests and staff. Report any suspicious activities or incidents to the appropriate authorities.
- Maintain clear and open communication with other hotel departments, including front desk, housekeeping, and maintenance, to coordinate guest needs and requests effectively. Relay important information or updates to relevant team members as needed.
- Solicit feedback from guests regarding their experience in the lobby and throughout their stay. Actively listen to their comments and suggestions and address any concerns or issues to ensure guest satisfaction.
Participates in the Raffles Arrival and Departure Experience
- Be on top of VIPs movement for arrival and departure.
- Be an airport representative when required.
Acts as Supporting Element of the Entire Guest Journey at Raffles Hotel Singapore
- Works closely with all hotel colleagues to create efficient, yet personalized service encounters for all hotel 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 as detailed brand Standard Operation Procedure (SOP), Raffles Hotel Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) standards and aim to achieve the scores and goals set by management.
- Adheres to Workplace Safety and Health (WHS) policies and procedures.
- Performs any other duties and responsibilities that may be assigned.
