Raffles Service Executive

Service Executive – Raffles Hotel Singapore Company Description Raffles Hotel Singapore is one of the few remaining great 19th‐century hotels in the world, perfectly preserved both inside and out. It offers a unique blend of luxury, history, and classic colonial design. The hotel’s distinctive architecture and legendary heritage continue to enthrall visitors, with suites, social spaces, award‐winning restaurants, and bars presenting an exceptional experience for discerning travellers. No visit to Singapore is complete without a stay here, as the grand historic hotel exudes old‐world grandeur infused with the unique charm of the city state. Job Description The Raffles Service Executive delivers friendly and professional service that meets guests’ call experience expectations. He/she answers all types of enquiries, supports all departments efficiently, and supervises Raffles Service Agents to ensure every call meets the standards. Primary Responsibilities Deliver Friendly and Professional Service Handles guest complaints competently and swiftly. Maintains guest confidentiality and discretion. Ensures guests receive the experience as detailed in BSOPs, LSOPs, and LQA standards, aiming to achieve management’s scores and goals. Cooperates closely with the Butlers team. Attends to incoming calls and emails related to room and F&B reservations or general enquiries. Projects a flawless impression of Raffles Hotel Singapore products, services, and colleagues. Provide Experience that Exceeds Guest Expectations Provides consistent service while anticipating guests’ needs. Leads a Heartist approach to guest experience together with the Reservation team. Emphasises the reservation experience for all Accor Live Limitless members. Supervision of the Raffles Service Team Supervises shift coverage and covers any role or duty if required. Performs duties assigned by the Service Manager or Assistant Manager. Ensures smooth operations in adherence with Raffles’ code of ethics. Adheres to safety and health policies and trains peers accordingly. Handles security incidents and guest complaints proactively. Involvement in Wider Job Function Actions / Relationships Works closely with restaurant managers to maximise capacity. Assists guests with seamless reservations and special requests. Uses a Heartist approach to create a welcoming experience. Maintains knowledge of all F&B and hotel services and features. Builds positive relationships with restaurant staff and service executives. Supports AccorHotels Corporate programmes and aligns performance with corporate values. Designs emergency backup plans for communication systems in case of PABX failure. Supervises technical and operational data availability. Trains the team on the telephone system and complies with network policies. Contributes to Financial Performance Enhancements Cross‐sell and promote Raffles Hotel’s products and services. Communicates and rolls out the annual upsell strategy and supports the team to achieve management goals. Performs any other duties or responsibilities that may be assigned. Qualifications Candidate Profile – Knowledge and Experience Diploma or Degree preferably in hospitality or a related field. Knowledge of relevant software applications – spreadsheets, word processing, and database management. Minimum 2 years of relevant experience in the hotel industry. Will work on weekends, public holidays, and rotating shifts. Competencies Uses sensitivity and discretion to support guest needs. Strong interpersonal skills and ability to communicate with all levels. Service‐oriented with an eye for detail. Works effectively in a team. Multicultural awareness and works with diverse cultures. Self‐motivated, energetic, flexible, and displays initiative and creativity. Address guest/colleague needs and maintains security and confidentiality of information. Knowledge of PABX management, VOIP, and telephone protocols. Keeps abreast of new trends in telephone systems and equipment. Possesses good computer and property management system skills. Benefits of Joining Raffles Hotel Singapore 5‐day work week. Duty meals provided. Colleague discount and preferential room rates at worldwide Accor Hotels. Flexible benefit – dental/optical/vacation expenses/children’s education. Medical and wellness benefit. Comprehensive insurance coverage. Local/overseas career development and growth opportunities. Holistic learning and development opportunities. #J-18808-Ljbffr