The position is responsible for coordinating and administrating among rooms division team and correspondence with internal and external stakeholders, organization of the divisional work flow, follow-through on pending projects. He/she is to be a part of various aspect of operation in the delivery of the Raffles Singapore service experience throughout the entire guest journey.
Primary Responsibilities
Manages Administration and General
- Ensures Rooms Division’s smooth daily operation by performing all tasks in adherence with the code of ethics as issued by Raffles Singapore.
- Oversees the daily occurrence of departmental expenses for better control and oversight for the end-of-month profit and loss reconciliation.
- Co-ordinates with colleagues and representatives of other departments to ensure an efficient flow of communication, assists departmental head with administrative duties whenever required/appropriate.
- Ensures all correspondences, messages, e-mails are responded in timely manner, disseminated accordingly, and remains confidential about all matters of such nature.
- Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
Executes Core Tasks of Guest Assistance
- Delivers the Raffles Singapore guest experience through a pre & post stay guest correspondence and handling guest inquiry.
- Upholds a flawless impression and perception of the Raffles Singapore products and colleagues.
Deals with Supplier and Maintains Contracts
- Takes responsibility for maintaining contracts related to Rooms division and deals with suppliers when modification is necessary.
- Handles all appointments and keeps track of diaries assigned.
Seeks Constant Improvement of Quality in Product and Services
- Ensures personal awareness of the activities and services within the hotel in order to promote the property and is responsive to guest inquiries.
- Ensures all work is followed as detailed in Standard Operation Procedures (SOP), Raffles Singapore Local Standard Operation Procedure (LSOP).
- Leads the handling and follow up on any security incident, guest complaint, and colleague injured together with the Lobby Manager and always reinforces hotel values.
- Responds to guest feedback and TripAdvisor reviews.
- Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.
- Contributes to the hotel’s Corporate Social Responsibility efforts.
- Performs any other duties and responsibilities that may be assigned.
