Raffles Club Agent

Job Description

PURPOSE OF POSITION

To be responsible for all activities relevant to Raffles Club guests such as the reception, private check in / out, cashiering, foreign exchange and assisting guests with inquiries.

KEY ROLES & RESPONSIBILITIES

• Greet guests at all times in a friendly and helpful manner
• Register and room all Raffles Club guest arrivals according to established procedures
• Perform check-in, check-out and room change procedures and ensure all data is accurately entered into the hotel system
• Liaise closely with Butlers to escort and do follow-ups on guest requests or requirements
• Maintains cashier float and ensure accurate daily report of all money received
• Cashes hotel guests’ personal and travelers checks and assists with currency exchange
• Keeps abreast of all modifications to accounting policies and procedures
• Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs and Hotel Loyalty programs (Raffles Ambassadors)
• Attend to guest’s complaints, inquiries and requests; refer problems to supervisor/Assistant Manager if he/she unable to assist
• Is familiar with other Raffles properties so that guests indicating any next destination on the registration card can be “sold” on an onward booking to another Raffles property
• Ensure that guests depart the hotel with a positive impression of the hotel service
• Perform audit balances and prepare all reports for audit in an orderly fashion
• Maintain comprehensive knowledge of standard reservation procedures
• Offer secretarial duties for guests such as faxing, posting, copying, scanning etc.
• Maintain exemplary department standards of behavior and appearance and attitude
• Ensure that Reception and Lounge work area is clean and in an orderly state at all times
• Performs related duties and special projects assigned
• Adhere to OH&S policies and procedures
• Set up for Breakfast, High-Tea & Cocktail Hour & ensure timely replenishment of amenities
• Forecast weekly stock intake on food and beverage in the lounge

Qualifications

PERSONAL ATTRIBUTES

• Good level of engagement with guests
• Ability to work cohesively as a team with a multi-cultural workforce
• Excellent communication skills
• High level of integrity, enthusiasm, dedication, support for continuous improvement
• Good knowledge of Front Office and F&B Operations

QUALIFICATIONS

• Post Secondary school education or Diploma from School for Tourism & Hotel Management

EXPERIENCE

• Minimum 1 - 2 years’ relevant experience in customer service/guest relations