Service Executive / Agent (Reservations)

About the role

Raffles Hotel Singapore, a historic 19th-century luxury hotel, is looking for a Service Executive / Agent who handles guest calls and enquiries about room and F&B reservations and general matters. The role also supervises the Raffles Service Agents so that every call meets the hotel's standards.

Key responsibilities

• Handle guest comments quickly and confidentially, following the brand BSOPs, local LSOPs and LQA standards, and cooperate closely with the Raffles Butlers team.
• Provide a consistent, anticipatory service to all guests, with particular attention to the reservation experience of Accor Live Limitless members.
• Supervise the Raffles Service team, ensure shift coverage and cover any role or duty personally when needed.
• Work with restaurant managers to maximise restaurant capacity, and help guests with reservations, confirmations, changes and cancellations.
• Design and apply an emergency backup plan for communications systems in case of PABX failure, supervise technical data availability and train the team on the telephone system.
• Support AccorHotels corporate programmes, cross-sell hotel products and roll out the annual upsell strategy.
• Follow the code of ethics, WSH policies and security protocols, 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.
• Willingness to work weekends, public holidays and rotating shifts.
• Sensitivity, discretion, strong interpersonal skills and a team-oriented, detail-focused approach.

Required skills

• Knowledge of spreadsheets, word processing and database management software.
• 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, plus learning and development opportunities.