The Executive Assistant Manager, Rooms/Director of Rooms is responsible in managing all aspects of the Rooms Division including Housekeeping, Lobby Operations, Concierge, Raffles Butler and Floral Boutique at Raffles Singapore. He/she ensures the delivery of the Raffles Singapore guest excellence service experience throughout the entire guest journey meanwhile ensuring maximization of room revenue and productivity as well as developing managers and colleagues.
Primary Responsibilities
- Re-invents service every day to create the best guest journey – engaging, enticing, surprising, entertaining and fully individualised to each market and guest profile.
- Manages the Raffles Singapore guest experience by periodically reviewing and ensuring a seamless flow of processes together with the process owners; detects and evaluates possibilities for innovative enhancements.
- Supports all leaders within the division in upholding a flawless impression and perception of the Raffles Singapore services, products and colleagues through hands-on and smart operational leadership.
- Cooperates with the Finance team and ensures compliance of credit policies and procedures.
- Constantly identifies new revenue opportunities and improvement of existing revenue streams and upsell schemes.
- Ensures intelligent use of funds available by optimising spending yet ensuring availability of funds for needed improvements and new initiatives.
- Identifies and implements new opportunities for inter-hotel sales and in-house facilities.
- Seeks Constant improvement of quality in product and services.
- Ensures guests receive the experience as detailed in brand Standard Operation Procedure (SOP), Raffles Singapore Local Standard Operation Procedure (LSOP) as well as Leading Quality Assurance (LQA) and Forbes standards, and aims to achieve the scores and goals set by management.
