Raffles Service Agent (Call Centre Agent)

junior level
call centres/telemarketing
permanent or full time

flexible work hours

health & wellness benefits

free food & beverages

training opportunities

personal development benefits


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. Candidate Profile Knowledge and Experience - Minimum tertiary education or equivalent. - Knowledge of and experience of relevant software applications – spreadsheets, word processing and database management. - Minimum 1 year of relevant experience in the hotel industry. Competencies - Strong interpersonal skills with ability to communicate with all levels of colleagues. - Service-oriented with an eye for details. - Ability to work effectively and contribute to the team. - Multicultural awareness and ability to work with people from diverse cultures. - Self-motivated and energetic. - Flexible. - Displays initiative and creativity.

qualifications: N.A

work experience level: junior level


nice to have skills:

Raffles Hotel Singapore

Raffles Hotel Singapore welcomed guests in August 2019 after a careful and sensitive restoration breathing new life into its beautiful building. One of the few remaining great 19th century hotels in the world, the hotel is perfectly preserved both inside and out, giving it an intoxicating blend of luxury, history and classic colonial design. Its distinctive architecture, legendary heritage and iconic service continue to enthrall visitors while restored suites, new social spaces, restaurants and bars have been enhanced for discerning travellers.

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