Service Executive / Agent (Reservations)

About the role

Raffles Hotel Singapore, a historic 19th-century luxury hotel, is looking for a Service Executive / Agent (Reservations). The role delivers friendly, professional service that meets guests' call experience expectations and answers all types of enquiries, while supervising Raffles Service Agents so that every call meets the standards.

Key responsibilities

• Handle guest comments competently and swiftly, keeping guest and colleague confidentiality at all times.
• Ensure guests receive the experience defined in the brand BSOPs, local LSOPs and Forbes 5-star LQA standards, aiming for the targets set by management.
• Work closely with the Raffles Butlers team and lead a Heartist approach to guest service with the Reservation team, with particular emphasis on the reservation experience for ACCOR Live Limitless members.
• Manage incoming calls and emails about room and F&B reservations and general enquiries, and supervise the Raffles Service team, including shift coverage.
• Work with restaurant managers to maximise restaurant capacity, provide reservation confirmations, changes and cancellations, and support AccorHotels corporate programmes.
• Design and apply an emergency backup plan for communications systems in case of PABX failure, and train the team on the telephone system.
• Communicate and roll out the annual upsell strategy and cross-sell hotel products and services.
• Follow the code of ethics, WSH policies and AccorHotels values, and escalate security incidents and guest complaints to the Service Manager or Assistant Manager.

Required profile

• Diploma or degree, preferably in hospitality or a related field.
• At least 2 years of relevant experience in the hotel industry.
• Ability to work weekends, public holidays and rotating shifts.
• Sensitivity, discretion, strong interpersonal skills, attention to detail and teamwork.

Required skills

• Knowledge of spreadsheets, word processing and database management.
• Solid knowledge of PABX management and VOIP, including international and conference dialling procedures.
• Good computer and property management system skills.

What we offer

• 5-day work week.
• Duty meals.
• Colleagues' discount and/or preferential room rates at worldwide Accor Hotels.
• Flexible benefit covering dental, optical, vacation expenses and children's education.
• Medical and wellness benefit and comprehensive insurance coverage.
• Career development opportunities locally and overseas, and learning and development opportunities.