Guest Relations Coordinator

Job Description

At Raffles, luxury is expressed through genuine connection, thoughtful gestures and an intuitive understanding of each guest. We are seeking an elegant, attentive and highly organised Guest Relations Coordinator who will help transform every stay into a meaningful and memorable experience.

As a key ambassador for the hotel, you will build genuine relationships with our guests, anticipate their individual needs and ensure that every detail is delivered with warmth, discretion and impeccable care. Working closely with Front Office, Housekeeping, Butler and other operational teams, you will help create the seamless and personalised service for which Raffles is renowned.

Key Responsibilities

• Serve as a gracious ambassador for Raffles, promoting the hotel’s experiences and sharing engaging stories and insights from its rich and vibrant history.
• Ensure the accurate and discreet processing of all guest information relevant to the Front Office, Housekeeping and Butler teams.
• Keep relevant departments fully informed about in-house guests, their movements, preferences, special requests and occasions, allergies, dietary requirements, and group arrivals and departures.
• Proactively anticipate individual guest needs and preferences, creating thoughtful, distinctive and personalised welcome amenities that make each stay truly memorable.
• Act as the first point of contact before arrival, preparing personalised pre-arrival correspondence, conducting welcome calls and following up on additional requests.
• Prepare elegant, personalised welcome letters and handwritten notes, ensuring every communication reflects the individuality of the guest and the refined character of Raffles.
• Coordinate the hotel’s children’s and pet programmes, creating thoughtful and engaging experiences for every member of the family.
• Respond to guest reviews on TrustYou and other platforms with professionalism, warmth and genuine attention.
• Prepare clear and considerate guest communications regarding works, events or other activities taking place within the hotel.
• Handle guest concerns with empathy, ownership and discretion, ensuring immediate action is delegated appropriately and all matters are reported to the manager on duty.
• Prepare daily reports, guest profiles, briefings and internal communications accurately and on time, sharing them with all relevant teams.
• Maintain strong and collaborative relationships with Front Office, Housekeeping, Butler, Engineering, Laundry and other departments to ensure a seamless guest journey.
• Comply with the hotel’s health, safety and hygiene policies while consistently maintaining the highest standards of personal presentation and grooming.
• Attend meetings, briefings and training sessions as required.
• Support the Guest Relations Manager with special projects and perform other related duties as assigned.

Qualifications

• You have a genuine passion for luxury hospitality and creating meaningful, personalised guest experiences.
• You are naturally warm, polished and attentive, with an intuitive ability to understand and anticipate guest needs.
• You demonstrate exceptional attention to detail and take pride in delivering thoughtful gestures that exceed expectations.
• You communicate with confidence, elegance and discretion, both verbally and in writing.
• You remain composed and solution-focused when handling sensitive situations or guest concerns.
• You are highly organised and comfortable managing multiple priorities in a dynamic luxury hotel environment.
• You build positive relationships and collaborate effortlessly across departments.
• You are fluent in spoken and written English; additional languages are an advantage.
• Previous experience in Guest Relations, Front Office or luxury hospitality is required.

If you believe that true luxury lies in how a guest feels and take pride in creating extraordinary experiences through thoughtful details, we would be delighted to hear from you.

Additional Information

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits like medical care, commuting allowance, Multisport cards and others. 

Our Values

Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity. 

Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.​

Belonging:
We celebrate our differences. We support each other and we always stand together.​

Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences. ​

Integrity:
We build trust through mutual respect and being authentic

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.