Total 384 job vacancies by AccorHotel

The Food and Beverage Service Associate is responsible for delivering friendly and efficient Food and Beverage service according to hotel Standard Operating Procedures in order to meet guest dining experience expectations.

We are hiring for the following outlets:

• In-Suite Dining
• La Dame de Pic
• Raffles Courtyard
• yi by Jereme Leung

Primary Responsibilities 

Food and Beverage Service

• Provides excellent service at all times to guests based on established hotel standard operating procedures.
• Greets and farewells guests and colleagues in a friendly and courteous manner.
• Assists colleagues and guests efficiently and in a professional manner.
• Takes responsibility for residents’ and guest belongings in the restaurant or bars.
• Has extensive knowledge of our food & beverage menus in order to service our product, including liquors and cocktails.
• Offers menu options and advice and takes orders.
• Offers drinks, pre, during and after meal service.
• Remembers guest’s preferences to extends personalised service.
• Takes guest’s Food & Beverage orders accurately and assures correct input in Point of Sales system.
• Double checks order list before "sending" ticket to the kitchen.
• Anticipates guest’s needs.
• Verifies guest satisfaction with each table during each course served.
• Uses the guest name appropriately and communicates it to restaurant colleagues and managers.
• Serves food in a timely and efficient manner.
• Arranges and maintains all assigned side stations and continually stocks each station before and after every shift.
• Makes sure all silver and glassware is polished, wiped and spotless.
• Keeps all side stations clean at all the times.
• Keeps chairs and banquettes clean and clear of debris.
• Marks tables appropriately to food & beverage order for each course to ensure proper delivery.
• Makes sure that all product served are accounted for on the final bill before presenting it. 
• Up keeps and clears tables between courses throughout the dining experience.
• Picks up check before guest leaves and give guests a warm farewell while thanking them for their visit.
• At the end of the shift, delivers all checks and reports to the appropriate place according to established standards. 
• Adjusts service to suit guests’ requests and personalises any interaction with the guest.
• Uses a Heartist® approach – makes guests Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
• Actively engages in upselling and adds value.
• Relays any guest complaints to manager.
• Ensures efficiency of work in dish wash, pantry, and service preparations.
• Ensures cleanliness and work safety in food preparation and service areas.
• Carries out adhoc duties as assigned including, but not limited to sending operating equipment for cleaning or burnishing on weekly basis, sending soil linen for exchange for clean ones and collecting Food & Beverage requisition on daily basis. 
• Ensures service standards and individual performances is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Contributes to the hotel’s Corporate Social Responsibility efforts by supports the Planet 21 program.

Learning and Development

• Participates in training activities to improve knowledge and skills.
• Attends daily briefing and monthly meeting conduct by the manager.

The position is responsible for conducting all teams partaking in a guest’s arrival and departure. The Lobby Manager also acts as the center of all communication and action during any irregular incident during a resident stays or guest visits.

Primary Responsibilities 

Delivers the Raffles Hotel Singapore Arrival and Departure Experience

• Ensures guests receive a warm and personalised arrival and departure experiences based on and seamless flow of processes including supporting Lobby Ambassadors for check-in, check-out, and cashiering duties. 
• Ensures guests receive the experience as detailed in 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.
• Ensures service standards and individual performance are aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Manages All Aspects of the Daily Operation at the Hotel Lobby and Entrances

• Ensures the smooth running of the hotel operation by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
• Upholds a flawless impression and perception of the Raffles Hotel Singapore services, products and colleagues.
• Takes responsibility to ensure 24-hours shift coverage in the Lobby Operation, Concierge and Raffles Service sections. Carries out Night Duty Management by himself if needed.
• Orchestrate the lobby operations from a seating perspective of main building restaurant patrons.

Maximises Efficiency of Resident and Guest Incident Management

• Manages any incident that occurs during resident stays or guest visits due to service or product shortfalls.
• Acts as the center of communication during any incident and takes immediate action to turn the situation around into a satisfying experience.
• Acts according to hotel emergency and crisis management procedures when applicable and always reinforces hotel values.
• Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained in and follow WSH guidelines.

Maximises the Outcome of Upsell and Cross-sell Opportunities

• Executes the annual upsell strategy and achieves all goals as set by management.
• Cooperates with all departments and divisions in promoting inter-hotel sales and in-house facilities.
• Performs any other duties and responsibilities that may be assigned.

The position is responsible for achieving and maintaining the highest standards of food preparation quality and guest satisfaction. Main responsibilities include, but not limited to quality and cost control whilst upholding high levels of hygiene and sanitation.  

Primary Responsibilities

Food Quality

• To be responsible for monitoring food quality and consistency to ensure that the food presented to our guest is of the highest quality standards.
• Supervises and monitors kitchen operations, working with yield testing, product identification and that the proper rotation and labelling is followed according to guidelines and product specifications.
• Works closely with receiving and storeroom; ensures that goods received are of the standard quality and meets hotel’s specifications.
• Constantly assesses freshness, presentation and temperature of food served.

Cost Control

• Ensures food portioning, serving, requisitions and receiving from stores are properly controlled in line with Standard Operating Procedures in order to minimise wastage.

Hygiene And Sanitation

• To be responsible for personal hygiene and grooming in accordance to Raffles Hotel Singapore standards, National Environmental Agency standards and HACCP guidelines.
• Enforces the highest standards of cleanliness, hygiene and sanitation in kitchens. This includes working areas including, but not restricted to; refrigerators, freezers, ceiling, walls, floors, shelving working tables and working utensils such as carving boards, slicer, mixers, blenders, cutters, woks, pots, pans, etc. 
• Ensures that all equipment is hygienically stored in its designated area.
• Ensures that all perishable items are stored quickly and efficiently, items are utilised completely to avoid wastage and ensures ingredients are always fresh and within its expiry date.
• Prevents using spoiled or contaminated products in any phase of food preparation. Colleagues who are ill or suffering from an infection should be not involved in the preparation or handling of food.

Works As Part Of The F&B Culinary Team

• Ensures smooth and effective communication amongst the kitchens and with other departments.
• Ensures that all deadlines set by supervisors are met.
• Participates in training activities to improve knowledge and skills.
• Follows guidelines provided in employee handbook.
• Understands workplace safety and health procedures, HAACP standards and emergency procedures.

Involvement In Wider Job Function Relationships

• Maintains collaborative working relationships with colleagues, supervisors and managers.
• Builds guest loyalty and develops a professional relationship with local guests and regular patrons.
• Continually improves product through obtaining feedback from guests and patrons.
• Upholds Accor values of Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect, when undertaking any tasks and in any internal and external interactions.
• Follows sustainable procedures and practices that supports ‘Planet 21’ initiatives (Accor’s Corporate Social Responsibility program).
• Performs any other duties and responsibilities that may be assigned.

• Assist the F&B Operations Manager in building and maintaining a strong and efficient team to provide the guests with the highest possible level of service
• Operate the department with positive financial results
• Supervise and oversee the administration of the Restaurant and Banquet to ensure smooth operations
• Evaluate the operations and procedures and suggest improvements to the F&B Operations Manager
• Check the work performance, and turnout of subordinates and assign responsibilities.
• Demonstrate thorough knowledge of products, menus, and equipment
• Liaise with Kitchen and Bar on daily Restaurant & Banquet Operations
• Attend weekly departmental meetings when the F&B Operations Manager is unavailable
• Conduct daily Restaurant & Banquet Operations briefings, in the absence of the F&B Operations Manager
• Anticipate the volume of business, considering the hotel's occupancy, the holidays, the weather, the activities in the Hotel, and the community in general
• Assist the F&B Operations Manager in casual labor & contract staff costings, daily revenue and cost reports
• Monitor the quality and quantity of all Restaurant & Banquet Operations items served timely
• Maintain good communication & relationship with all other Hotel departments
• Enquire guests’ satisfaction and handle guests’ complaints to establish good guest relations
• Regularly inspect equipment and ensure they are well maintained and in good working order
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values
• Have an excellent knowledge of the services offered by the hotel and ensure that all customers are aware of them

Responsibilities:

• Executes the social media, online, and offline Marketing strategy and PR of the hotel as directed by the General Manager.
• Handles the hotel's online reputation on all online platforms. The position is responsible for achieving the Trust Score objective of the hotel. Responsible for Online reputation KPIs (Trust Score, number of reviews, % of reviews answered) including responding to all guest feedback and following up with hotel departments on resolutions
• Monitor reviews written by guests on review websites (Number and quality).
• Implement corrective actions to improve touch points with low scores, in coordination with the Departments involved.
• Ensure reviews are answered by the team in a timely and appropriate manner (refer to the guidelines).
• Monitor the hotel's presence on review websites and the relationship with key partners like TripAdvisor.
• Issue monthly reports about the hotel's online reputation through the Online Reputation management tool. The main KPIs are Trust Score, Performance, Popularity, number of reviews, % of answers, and Score vs. Comp set.
• Conduct the channel management techniques, posting reply pace, content and frequency, and guest engagement needs for the department as per the Manager
• Execute the hotel's internal and external Marketing strategy as directed by the Manager.
• Stay up to date with market trends and Social Media and Marketing developments.
• Execute the Social Media strategy in line with the key Marketing objectives: Value proposition, Targets, Channels, Activities, Partnerships, resources & revenue. Key objectives should buzz business and loyalty.
• Establish a hotel presence on selected platforms in line with the marketing strategy and compliant with the brand DNA and guidelines.
• Execute all social media and digital-related promotions to build continuous growth. Manage a fully integrated communications calendar for the Hotel around events, food and beverage, public holidays, and need periods. Translate worldwide and regional tactical campaigns into social media activities. Review content performance on a weekly basis and review future content accordingly.
• Liaise with the Corporate Social Media Team to create specific promotions via social media.

• Ensure accurate menu costing and pricing of all new menu, evaluate standard recipes and determine its potential cost.
• Cost all recipes, inter-kitchen transfers and any food and beverage consumed by the hotel ambassadors (Ambassador Restaurant).
• Work with F&B in menu costing, pricing, testing, planning.
• Establish par stock for F&B outlets and beverage store, ensure compliance by the relevant departments.
• Perform physical count of beverage stocks at F&B outlets and beverage store.
• Ensure accurate month end inventory are recorded and reconciled with general ledger.
• Account for inventory movements with proper documentation.
• Ensure proper cost management to reduce F&B wastages and ensure no pilferages.
• Prepare weekly and monthly cost report, provide advice to management of F&B revenue and cost control.
• Oversee Receiving and Store Officer to ensure that the control policies and procedures are followed. Ensure proper record keeping of inventories.
• Check Market List, Receiving Record, Costing List to ensure the effectiveness of the control system.
• Review periodically F&B Sales against F&B produce report to make sure there is no irregularity, and that the pricing of Guest Checks is in accordance with current menu while on food is leaving the kitchen without being checked and priced.
• Auditing detailed food and beverage sales information.
• Perform daily and monthly Food and Beverage reconciliations, using POS-generated sales analysis reports and ensuring that all discrepancies are explained.
• Make suggestions for possible improvement in cost control procedures.
• Key member in procurement system conversion .
• Perform duty as and when required by Director of Finance.

The role of a Lifeguard delivers the highest level of guest service as to ensure guests’ experience a luxurious and enjoyable time by the pool. The role requires to perform and enhance multiple guest’s experience from welcoming all guest, and ensuring their safety by the pool.

Primary Responsibilities

• Oversee the safety of swimmers and prevent injury by providing supervision to the area at regular intervals (e.g. patrol around the pool), reacting immediately to any emergency and identify any possible signs of distress.
• Provide pool rescue in accordance with emergency procedures.
• Inform users when necessary to abide by the rules and regulations of the swimming pool.
• Perform regular inspections of the area surrounding the swimming pool and lifesaving equipment.
• Advocate safety at swimming pool such as by being part of the risk assessment team to be involved in the swimming pool’s periodic assessment efforts, including efforts to improve safety levels, such as conducting review of risk assessment plan where required.
• Be familiar with swimming pool’s policies and adhere to requirements such as pool surveillance procedure and emergency action plans
• Assist in answering enquiries from guests by the pool.
• Handle all incidents in a professional and timely manner.
• Remain alert to emergency condition and perform first aid, water rescue when necessary
• Help in pool preparation/checks/reporting when necessary
• Evacuate swimmers from the pool to safety during lightning alerts and/or heavy rain causing poor visibility
• Ensures service standards and individual performances is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Contributes to the hotel’s Corporate Social Responsibility efforts.
• Performs any other duties and responsibilities that may be assigned.

• Responsible to support Purchasing Manager and Cost Control in the smooth and efficient operation of the Purchasing, cost control, and receiving functions.
• Consider first the interest of the company in all transactions and to carry out and believe in the company’s established policies.
• Buy without prejudice, seeking to obtain the maximum ultimate value of each dollar of expenditure.
• Subscribe to and work for honesty and truth in buying, and to denounce all forms of manifestation of commercial bribery.
• Have a complete understanding of the Hotel's policy relating to Fire, Safety and Health.
• Ensure adherence to all ACCOR’s control procedures pertaining to Purchasing, Cost Control and Receiving
• Assist Purchasing Manager and user departments in sourcing and negotiating prices for supplies, operating equipment and food and beverage products.
• Negotiate with selected suppliers and obtain competitive quotations.
• Ensure that the purchase policy and procedures are strictly adhered to.
• Ensure cost effective purchases while maintaining quality and service, for all supplies and services.
• Ensure most economical purchase of goods and services for the hotel, ensuring that purchasing is committed on most competitive terms.
• Choose the best price not at the expense of maintaining our quality and standard.
• Process Purchase Requisition, ensuring quotations are attached and explanations are sufficient to support the purchase.
• Support Purchasing Manager in purchasing decisions by comparing quotations.
• Prepare the required reports assigned by Purchasing Manager.
• Keep close contact with the suppliers for obtaining updated and relevant market information and report to Purchasing Manager.
• Keep records of a purchasing development such as Purchase record, Vendor Record, Blueprint and specification record, print forms record
• Bids received must be based on a specified quality and quantity. All purchase requests must state vendors names in the appropriate spaces and bids received from each vendor on the appropriate lines.
• Order placed with suppliers must ensure the following considerations :
• · That bids are for the specified merchandise. If yields differ, the lowest price may not be the best to buy.
• Promptness of service and past experiences with vendors should be
• · considered in selecting the vendors. However, care should be taken to avoid reliance on a limited number of suppliers.
• · In obtaining quotations, ensure that it includes freight and delivery to the Hotel.
• · Frequently, in the course of ordering, the suppliers will offer "Bargains" for larger quantity purchases.
• In general, large quantity buying should be avoided. These "Bargains" must be brought to the General Manager's and Director of Finance’s attention for approval.
• Assist Cost Control Executive in cost control and receiving functions
• Assist to ensure Store, Receiving and all their related areas are strictly complied with the standards at all time.
• Support Cost Control Executive in conducting monthly inventory of beverage store and supervising stock-taking in stores, kitchens and bars.
• Support Cost Control Executive in checking recipe costings, inter-kitchen transfers, wastages at outlets, beverage variances and any other cost control related matters.
• Assist to check Market List, Receiving Record, Costing List to ensure the effectiveness of the control system.
• Perform duty as and when required by Director of Finance.

• Embracing a People First philosophy and innovative recruitment strategy is crucial. You'll develop workforce strategies to tackle today's dynamic challenges.​

• Proficient in pioneering recruitment methods to swiftly fill positions across 2030 rooms, 12 F&B outlets, and a 10KSQM Convention Center. This role entails maximizing recruitment channels. The ideal candidate will thrive, showing a history of success.​

• You’ll play a crucial role in shaping our company culture, ensuring alignment with our Vision, Mission, and Values, and fostering an environment where every employee feels appreciated and empowered.​

• Comply with the Corporate Standards, Hotel and Departmental policies and procedures at all times​

• Responsible for the annual Talent & Culture budget and updating monthly forecast.

• Embodying a People First mentality and an innovative recruitment mindset is essential for success in this role. You'll be at the forefront of shaping our workforce strategy to meet the challenges of today's dynamic environment.​

• Playing a crucial role in promoting company culture, you'll align attitudes with our Vision, Mission, and Values, fostering an environment where every employee feels valued and empowered.​

• Managing labor relations for 1300 hotel employees, you'll ensure compliance and productivity. ​

• Through training initiatives, you'll drive service excellence and meet objectives.​

• Overseeing Talent & Culture initiatives, including the Performance Management and employee career develop​

• Responsible for the annual Talent & Culture budget and updating monthly forecast.​

• Open and sort all incoming correspondence for attention of GM, source information as necessary to enable a prompt and accurate response.
• Screen telephone calls in a pleasant and courteous manner providing information, taking messages or directing calls directly through to GM as appropriate
• Coordinate the activities of the GM through efficient diary management.
• Maintain a logical and up-to-date filing system and archive directory.
• Facilitate the smooth running of the department through adequate supply of materials and equipment.
• Organise travel itineraries for the GM and other Management staff, following Hotel procedures.
• Organise travel and itineraries for the Hotel Management, business associates and visiting guests, following Hotel procedures.
• Submit expense claim forms for GM, following Hotel procedures.
• Ensure that all invoices passed through to GM for signing are backed up with the correct documentation.
• Ensure that all administration and travel invoices for signing are backed up with the correct documentation
• Handle petty cash for the GM
• Attend, for the purpose of taking minutes, and/or organise meetings as required by the GM
• Fully brief the GM on external meetings, researching details and providing support documentation/presentation material as appropriate.
• Maximise on the effectiveness of internal/routine meetings by briefing the AGM prior to meetings in relation to key agenda points.
• Coordinate the hotel capital expenditure documentation for the GM.
• Collate Weekly / Monthly operating reports
• Assist the GM with adhoc project management as requested by the GM
• Investigate / alert the GM to concerns in reports as appropriate.
• Compile statistical reports as requested by the GM
• Maintain regular and effective communication with Heads of Department providing or requesting information as is necessary to the smooth running of the hotel.
• Any other reasonable request within your range of competence as required by your Manager.

• Leads strategic planning and collaborates with all hotel profit generation teams to actively seek opportunities to drive incremental profit for Rooms, Restaurants, Spas, and other revenue streams. ​

• Leverages Revenue Management analytics, technologies, processes, tools, and training programs to optimize hotel profits.​

• Creates short- and long-term forecasts, that yield the best decisions on pricing and yielding tactics for 2030 rooms, 12 F&B outlets and 10KSQM Convention center ​

• Actively participates in ownership conversations and presentations.​

• Monitors relevant economic, market, and competitive set indicators to derive insight-led profit generation strategies​

• Maintains relationships with local market competitors to keep informed of trends and news. ​

• Motivate, lead, coach and manage all aspects of team members’ performance towards achieving exceptional guest service and employee satisfaction results.​

• To provide general management support throughout the hotel at all times monitoring guest satisfaction, service standard, security, employee activity, physical defects with main focus on front office operation.
• Profitability, ensuring the department meets its quantitative and qualitative targets.
• Leadership and employee matters, including managing and motivating front office teams in order to provide high quality services for guests.
• Lead and support all Guest Experience Initiatives within the property.
• Guest Satisfaction, to ensure guests have a smooth running stay at the hotel.
• Maintains close relationships with guests throughout their stay in order to foster loyalty.
• Anticipates guests’ needs and takes them into consideration.
• Handles guest complaints if they have not been dealt with by team members and provide a rapid solution.
• Monitor guest satisfaction through (but not limited) Voice of the Guest (VOG) program including online reputation, survey and in-house guest feedbacks.
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values.

The Senior Front Office Supervisor is directly responsible for the day-to-day operations of the Front Desk while on duty. Leading the team to ensure that the Reception operations run smoothly at all times and supporting Receptionists in their day-to-day tasks. On a broader scale of Front Office Supervisor is to ensure that all of the hotel’s guests are greeted, assisted with a level of service, and welcomed in a genuine warm way at all times.

• Able to assist the Duty Manager to ensure smooth operations at the front office at all times.
• Assist the Duty Manager in reviewing the staffing roster at the commencement of the shift to ensure the best deployment for maximum efficiency.
• Able to assist the Guest Service Executive in resolving any operational issues.
• Able to assist the Duty Manager in controlling room inventory. Managed allocations according to hotel directives. Plan room allocation and prepare arrivals, bearing in mind any special requests.
• Coordinating with housekeeping daily to ensure rooms are cleaned on time, departures are checked out timely and VIP arrivals are checked.
•  Update PMS (Opera) and be able to use the program as an expert for the Front Office area. Able to train others to do so too.
• Promote, develop, and maintain strong working relations, ensuring that your shift/team runs smoothly and guests are greeted professionally, in a Heartist manner.
• Identify the person to whom he/she is speaking, and the subject of the request, and direct the guest accordingly.
• Monitor performance standards, reporting issues/concerns as needed.
•  Able to assist the Duty Manager in handling guests’ requests and complaints.
• Able to train all existing and new team members.
• Able to assist the ALL Star & in general be a Loyalty Ambassador who consistently promotes our Loyalty programs (Accor Live Limitless & ALL Plus).
•  Able to assist the Assistant/Front Office Manager in monitoring and checking on retro-claims.
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values.

General Mission:

• To provide administrative support and assistance within the framework of the Food & Beverage Division.  
• Assist the F&B Operations Manager / Assistant F&B Manager with the responsibility of running the TASTE restaurant, Le Bar & Banquet in accordance with our brand standards.

Responsibilities:

• To assist the F&B Operations Manager / Assistant F&B Manager on various administrative work. 
• Attend the daily Food & Beverage briefing and any other meetings as required. To prepare minutes of various meetings such as Food & Beverage Bi-weekly Meetings, Christmas Meetings, etc.
• To follow up closely with our Sales and Marketing Department on pre-marketing material, working closely with the F&B Operations Manager to come up with marketing content for the department.
• To assist in printing all menus and food tags for the TASTE Restaurant, Bar & Banquet events.
• To prepare various memorandums for the Food & Beverage Department and issue them to the departments concerned.
• To reply to all emails on inquiries or assistance from other departments or external customers.
• To assist and ensure the smooth operation of the Department and to deliver a consistent quality of service according to the standard set.
• To be in attendance during the peak hours of service and to provide support and assistance to the Food & Beverage outlets, Banquet events & Service Team as and when needed.
• To report any malpractice, irregularity, or discrepancy to the F&B Operations Manager immediately.
• To have product knowledge pertaining to the restaurant. To ensure good working relationships among the supervisors and colleagues within the Department.
• To work closely with all supporting departments and to be constantly aware of the appearance, condition, and working environment of all areas within the Hotel.
• Ability to work independently and efficiently with minimum supervision and have a positive attitude.
• To finalize all details for the Food & Beverage Department with the F&B Operations Manager and obtain his/her approval before distribution.
• Makes procedural recommendations and ensures enforcement of existing policies and procedures.
• Responsible for the atmosphere in the Food & Beverage Department and takes all necessary actions to improve it or meet the requirements of the guests.
• Makes frequent suggestions to the Management about improvement of general operations, cost control, and profitability.
• Makes contact with the seminar and group organizers.
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values at all times

The position is responsible to act as the point of reference for guests who need assistance or information. The Concierge Agent understands guests’ needs and requests and provides them with personalised solutions for hotel offerings and Singapore-specific activities and attractions.

Primary Responsibilities 

Executives Concierge Core Tasks

• Accommodates all guest needs and requests with focus on guest service, anticipating guest needs, and creating memorable experiences through personalised service.
• Takes responsibility and ownerships for all resident and visitor services rendered by the Concierge section. Carries out any other duties as and when assigned by the management of the hotel and department.
• Ensures the smooth running of the Concierge section by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
• Ensures service standards and individual performance is aligned with Accor Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Deals with External Stakeholders

• Arranges, coordinates and monitors limousine services to ensure all guests receive the appropriate attention from departure to arrival of the booked vehicle and that revenue is maximised without compromising the service experience and perception of the guest.
• Arranges coordinates and monitors any travel, ticket, tour, and attraction bookings as well as offsite restaurant reservations that are arranged by the Concierge section.

Deals with Internal Stakeholders

• Works with the Doormen and Porters, Reception and Raffles Service team and maintain good inter-departmental relationships, especially with Housekeeping and Butlers to ensure seamless customer service.
• Promotes in-house facilities and inter-hotel sales and maintain good inter-divisional relationships to ensure seamless customer service.
• 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.

The position is responsible for ensuring that accurate processing and reconciliation on the credit card payments and adjustment into Property Management System (PMS) and to assist Credit Manager in maintaining the proper accounts receivable procedures within the hotel in accordance with local and corporate policies and procedures.

Primary Responsibilities

Accounts Receivable and Credit Section

• To sort the daily paperwork according to the outlet cashier shift close report and pass on the paperwork to the respective colleague from AR and Income audit.
• To key in the credit card transactions base on credit card type onto the excel provided. To resolve the variance of credit card transaction on the same day if there is any variance arise.
• To save all the credit card reports from Adyen portal (Acquirer) on daily basis.
• Ensure that all credit card transactions are verified for completeness and the accounts formally reconciled on a daily basis.
• Calculate and accurately post commissions.
• Promptly investigate all credit card disputes, liaising with the Front Office and the banks.
• Collate all necessary paperwork to justify credit card refunds and obtain sign off from the management before refunds can be processed.
• Assist Credit Manager on any billing reconciliation such as GrabandGo and Klook.
• Assist in any adhoc requirement.
• Ensure that all hotel systems and internal controls related to accounts receivable section are adhered to.
• Ensure the operation procedures are in accordance with PCI-DSS compliances.

Focus on Colleagues/Management Experience

• Attend to colleagues' queries promptly.
• Consistently offer professional, friendly and engaging service.
• Co-ordinate with various departments to ensure proper documents submission.
• Use a Heartist® approach – make the guests and colleagues Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.

Work as Part of the Finance Team

• Ensure to produce quality work at all time.
• Adhere to all timeline set.
• Build strong relationship with team member.
• Build a cohesive working environment and achieve together financial goal set.
• Be knowledgeable and play an active role in maintaining strict adherence to PCI-DSS compliances.

Involvement in Wider Job Function Relationships

• Maintain collaborative working relationship with all colleagues.
• Participate in training activities to improve knowledge and skills.
• Follow guidelines provided in colleagues’ handbook.
• Understand emergency procedures, health & safety requirements.
• Ensure service standards and individual performance is aligned with AccorHotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.
• Contribute to the hotel’s Corporate Social Responsibility efforts by supporting the Planet 21 program.

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.

General Mission:

• To provide food & beverage services to all guests in a manner that is professional, efficient yet friendly and second to none
• Ensuring that the hotel is aesthetically pleasing and functional (as seen through the guest’s eye)
• Make guest contact the priority and being concerned about guest comfort  

Responsibilities:

• To assist the Supervisors with various administrative work.
• Assist in seating guests ensuring they are comfortable.
• Assist the F&B Team Leaders in taking orders and upselling, recommending menu items.
• Serve food and beverages according to the guest orders efficiently.
• Serve water to the guest according to their preference i.e. ice, hot or warm.
• Clear soiled dishes from the tables.
• Clear soiled dishes to the stewarding area.
• Clean and set tables according to the brand standards.
• Maintain cleanliness of the restaurant and the bar. Ensures that the restaurant and bar are inviting.
• Acknowledge guests who are waiting.
• To work together as a team, communicating on operational concerns.
• Strive to implement the Accor Vision and demonstrate active use of the Accor Values

The Role

The Director of Sales and Marketing is responsible for planning and implementing sales, marketing programs, both short and long term, targeted toward existing and new markets by performing the duties personally or through the Sales & Marketing team. The incumbent directs the day-to-day activities, plans, develops and communicates strategies and goals for the teams, which include Rooms Sales, and Marketing & Communications. He / She is responsible for driving the teams in developing new accounts, nurturing existing accounts and implementing sales and marketing strategies. The incumbent will also work with the Corporate Team and Owner to create and implement hotel-level tactical sales and marketing plans, analyze current / potential market and sales trends and spearhead all activities to increase revenue and market share through added business volume and increased rate for the Hotel.

Our Expectations

1. Develop and implement strategic sales & marketing plans and take effective actions to achieve Room Sales and Event sales revenue in order to optimize general business opportunities.
2. Develop and manage sales/marketing operating budgets, be in control of expenses and apply the best possible costs management in his/her responsibility.
3. Develop and recommend product positioning, packaging and pricing strategy to produce the highest possible long-term market share.
4. Observe and evaluate the market and main competitors, identify trend and adjust marketing strategy to meet changing market and competitive conditions so as to achieve satisfactory market share in relation to industry and economic trends.
5. Establish realistic yet challenging sales targets and measure the effectiveness of strategies, tactical actions and performances of the sales team.
6. Establish and maintain relationships with industry influencers and key strategic partners and network business relations to corporate clients, like airlines, tourist offices, travel / destination management companies etc.
7. Oversee advertising and promotional activities, including print, online, electronic media, direct mail, etc and guide preparation of marketing activity reports.
8. Direct marketing activities and ensure effective results within designated budgets. Maintain consistent Mondrian Brand standards throughout all products, promotional material and events.
9. Direct the effective distribution of product via various channels and develop effective strategies to maximize yield.
10. Meet with key clients, assisting sales team with managing relationships to negotiate and close deals.
11. Represent the hotel at Trade Shows, Sales Calls & Conferences to promote the hotel and its products whilst seeking new business opportunities.
12. Prepare periodic sales report showing sales volume, potential sales and areas of proposal client base expansion to evaluate production and plan for future sustained business.
13. Responsible for establishing policies and procedures and ensuring adherence

Secretary, Sales & Marketing

Summary of Responsibilities:

The main responsibilities and tasks of this position are as listed below, but not limited to these:

• Perform all administrative duties
• Manage the schedule of the Commercial General Manager
• Handles all documentation to be sent to clients
• Handles all incoming telephone enquiries effectively
• Assists with Opera inputs
• Facilitating month end reports (Forecasting, P&L & Accrual Reports)
• To make sound decisions within parameters (eg. Extend late check outs, arrange VIP treatments, etc.)
• Generate reports as and when required
• Assist with any other sales support projects & duties as requested
• Maintain stationery, brochures, sales kits and all store items to an agreed par stock
• Assist other managers in the absence of other administrators
• Handle all incoming telephone enquiries in a pleasant, eager and effective manner
• Manage the inventories of all sales & marketing collateral, corporate gifts and other supplies as assigned by the Commercial General Manager
• Assist with other Sales & Marketing support projects and duties as requested
• Assist others within the Sales, Marketing, Catering/Conference Services areas as requested by the Commercial General Manager

The Assistant Boutique Manager is to assist in managing the day to day business of the retail shop, achieving all performance targets and goals as well as by leading the team to ensure high level of guest satisfaction maximizing margins. Assist to develop merchandise to optimize profitability, develop innovative ideas, plans and assist to maintain statistical and financial reports.

Primary Responsibilities

• To work closely with the Boutique Manager to achieve optimal revenue, set targets, forecast and budgets for Boutique
• To support induction and trains Retail Associates in sales, revenue, technical and product knowledge skills.
• To manage retail floor team in day to day operations for Boutique and ensuring consistent high customer service level and seamless shopping experience for customers.
• To review with Boutique manager allocation and control of Boutique’s expenses.
• To work with Boutique Manager in merchandise development and curating consignment brands
• To maintain and control well balanced stocks levels in the Boutique
• To support Boutique Manager in managing all online queries, orders, deliveries and communications for Boutique especially during peak and festive seasons
• To work with Boutique Manager to empower Boutique’s team with consistent customer service skills, hotel communications and product knowledge via training and daily store briefings
• To work with Boutique Manager to review and analyse ways to move slow moving merchandise and maximise on fast moving, best seller merchandise for both in store and online. To ensure gourmet merchandise with near expiry dates to be cleared and minimise cost for write off
• To support in monthly inventory stock takes together with Finance team
• To work with Boutique Manager to ensure safe working practices are followed and adhered to including emergency procedures
• To champion and lead festive season hamper production and operations working closely with Boutique Manager and Boutique’s team.

The Spa Therapist is responsible for retailing and delivering a variety of spa and aesthetic products and services such as body treatments, massages, facials, waxing, manicure /pedicure in a safe and professional manner.   The Spa Therapist will maintain the equipment, inventory of products, treatment tools and supplies, acknowledging and responding to relevant guest queries, needs and expectations.

Primary Responsibilities
Product Quality and Knowledge of Work

• Delivers outstanding body/face treatments consistently in accordance to service standards.
• Performs professional technical pre-consultation, to recommend suitable treatments in accordance to the guest’s needs and concerns.
• Provides clear and concise treatment introduction and product benefits to the guest.
• Responsible for recording and updating guest’s profile such as post treatment analysis, product and treatment purchase and any other relevant information, together with the Sales Team, to ensure personalised service and maximise potential sales opportunity.
• Proficient in body/face care product(s) brand knowledge, body/face care expertise, knowledge of both professional and retail products.
• Well-versed in general anatomy & physiology/ skin knowledge such as skin structure and common skin diseases.
• Strong knowledge in professional product, retail product and treatment knowledge to drive treatment-product link selling.

Retail Sales

• Maintains long-term relationship with guest, shows genuine care and concern for their needs through relevant link-selling and effective home care advice after each treatment.
• Able to upsell treatments and perform home-care product retail during post treatment.

Training

• Attends all training courses deemed necessary and adhere to training set by the Director of Raffles Spa.
• Fulfills all scheduled theory and practical training requirements.

General Housekeeping and Maintenance

• Maintains all spa treatment rooms in accordance to the Health and Safety standards.
• Reports any electrical faults and visibly unsightly defects.
• Discharges professional treatment room setting, care for equipment and maintain overall treatment room sanitation.
• Sets treatment room professionally before and after each treatment, in accordance to standard treatment room setting protocol provided.
• Applies treatment room housekeeping/presentation checklist before and after each treatment.
• Ensures the towel and linen in the treatment room is adequately replenished for the day and stored as per Standard Operating Procedure.
• Ensures general cleanliness of the treatment room, pantry & public area.
• Ensures cleanliness of the preparation room is maintained at all times.

• Manage the day to day operations of an area in the kitchen e.g. banquet, pastry, cold food & a la carte.
• Distribute work equally to ambassadors.
• Work closely with standard recipes and plate presentation in order to maintain standards of quality in production, presentation & taste.
• Maintain a good relationship with other ambassadors, providing instruction and encouragement as needed.
• Fill store requisition & daily ordering for his/her area of the kitchen.
• Assume the responsibility for cleanliness, sanitation and neatness of the kitchen.
• Ensure proper product storage, food rotation, labeling & following FIFO system.
• Able to handle mise en place & hand over shifts.
• Respond properly in any hotel emergency or safety situation.
• Perform other tasks or projects assigned by hotel management and ambassadors.
• Be aware of and comply with all legislation affecting the operation, including licensing regulations, health regulations and fire and safety regulations.
• Relate guest comments, positive or negative, to the Executive Chef, making use of the kitchen log book.
• Uphold Kitchen cleanliness and hygiene of your kitchen and follow HACCP program as led by the Hygiene Officer, including physical cleaning of areas as required.
• Disinfect and sanitize cutting boards and worktables constantly during the shift.
• Know and apply ability to operate kitchen equipment safely and properly in the kitchen.
• Report and handle any accident immediately, no matter how minor.
• Respond properly in any hotel emergency or safety situation.
• Provide a courteous and professional service at all times.
• Organise each food service so that it runs efficiently and productively.
• Liaise with Executive Chef and Sous Chef keeping lines of communication open between food and beverage production and service areas of the hotel.
• Coordinate food production and kitchen team to meet food preparation and service requirements.
• Ensure all food produced is in line with kitchen recipes and standards.
• Check all food is stored and handled as per current food health and hygiene regulations.
• Ensure that work area, equipment and section is kept clean at all times, in accordance with current health and hygiene regulations
• Monitor daily kitchen food and product requirements and advise Executive Chef of these well in advance.
• Monitor food preparation and wastage costs control these by following efficient preparation methods and standard recipes.
• Suggest any improvements that could be made to improve existing service or procedures, log and inform the Department Manager of any service or system problems.
• Do not divulge any Hotel or guest information either during or after employment with the company.
• To ensure all ambassador wear the correct uniform and name badge at all times. Ensuring that they maintain a high standard of personal appearance and hygiene, adhering to the hotel and department grooming standards.
• To ensure that all ambassadors provide a friendly, courteous and professional service at all times.
• To assist in the training of ambassadors, making sure that they have the skills necessary to perform their duties in the most productive way.
• To attend training sessions and meeting as and when required.
• To conduct and/or contribute to regular Hotel and Department Meetings.
• To be flexible in your job function and perform any other reasonable duties and responsibilities which may be assigned to you, including redeployment to other departments/areas if required.
• Any other reasonable request as required by Hotel Management.

The Raffles Service Executive 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 and is supervising Raffles Service Agents ensuring every call meets the standards.

Primary Responsibilities

Delivers Friendly and Professional Service

• Handles guest comments competently and swiftly.
• Maintains level of confidentiality and discretion of the guest, colleagues at all times.
• 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.
• Ensures smooth operation of the department by attending to incoming calls, fax and emails that are pertaining to room and F&B reservations or general enquiries.
• Upholds a flawless impression and perception of the Raffles Hotel Singapore products, services and colleagues.
• Ensures service standards and individual performances are aligned with AccorHotels Values - Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation and Respect.

Provides Experience that Exceeds Guest Expectations

• Is well versed with the preference of guest’s and provides 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 LCAH members.

Supervision of the Raffles Service Team

• Supervises and ensures 24-hour shift coverage of the department and is able to personally cover any role or duty if required.
• Carries out any other duties as and when assigned by Raffles Service Manager or Raffles Service Assistant Manager.
• Ensures smooth operations of Raffles Service by performing all tasks in adherence with the code of ethics as issued by Raffles Hotel Singapore.
• Adheres to Work Safety and Health (WSH) policies and procedures and ensures all direct reports and peers are trained and follow WSH guidelines.
• Addresses any security incidents and guest complaints to Raffles Service Manager or Raffles Service Assistant Manager and reacts proactively when suitable and appropriate.

Involvement in Wider Job Function Actions/Relationships

• Works closely with the restaurant managers to maximise the capacity of the restaurants.
• Assists guests with a seamless reservation process by providing restaurant and bar information, reservation confirmation and / or reservation changes or cancellations and other special requests.
• Uses a Heartist® approach – makes the guests and colleagues Feel Welcome, Feel Heart-warmed, Feel Incredible, and Belong.
• Maintains complete knowledge of all Food & Beverage offerings and hotel services and features.
• Ensures all duties and tasks are carried out according to the required standards as prescribed by the hotel.
• Builds a positive relationship with the restaurant managers, assistant restaurant managers, service executives, associates and hostesses/hosts.
• Supports AccorHotels Corporate programs, such as Planet 21.
• Designs, revised and applies emergency backup plan for communications systems in case of PABX failure.
• Supervises technical and operational data availability at all times.
• Leads and trains team to be fully equipped and knowledgeable on telephone system in compliance with the hotel network policies.

Contributes to Financial Performance Enhancements

• Cooperates with all departments and all others to cross-sell and promote Raffles Hotel’s products and services.
• Communicates and rolls out the annual upsell strategy and supports the team to achieve goals as set by management.
• Performs any other duties and responsibilities that may be assigned.