Senior Raffles Service Manager (Reservations)

The position creates and maintains reservation sales strategies to achieve revenue goals and achieve highest level of guest and employee satisfaction. 

Primary Responsibilities

Brand Stewardship 

• Embody the Raffles identity as a custodian of tradition elegance and innovation. 
• Ensure every guest encounter reflects the hotels positioning as a global icon of luxury hospitality. 

Revenue & Loyalty Impact 

• By delivering exceptional service the Raffles Service Manager directly influences repeat business guest loyalty and positive brand reputation. 
• Supports optimization of forecasts and budgets by aligning service delivery with commercial goals  

Provides Experiences that Exceeds Guest Expectations

• Supports guests 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 provides them with the consistent service anticipating their needs in advance. 
• Leads a Heartist approach to guest experience/service with the Raffles Service team. 
• Focuses on the reservation experience for LCAH members. 
• Supports the Raffles Service tean to achieve upsell goals in various revenue streams. 

Ensures Reservations Quality

• Ensures Raffles Service call quality meets Forbes LQA or any other industry or Raffles Corporate set reservation call benchmarks.  
• Nurtures and trains Raffles Service teams to meet and exceed service standards based on agreed call quality benchmarks.  
• Monitor daily operations ensuring standards of excellence are met in every touchpoint of the guest journey 

Management and Leadership of the Reservations Team

• Provides continuous leadership motivation training and support to the team. 
• Recruits and trains members of Raffles Service team. 
• Monitors Raffles Service Agents productivity on a daily basis and conducts weekly test calls. 
• Uses quarterly performance reviews to identify and develop talent. 

Involvement in Wider Job Function Actions / Relationships

• Prepares the set-up of operations systems guidelines for daily operations and standard operating procedures. 
• Plans and schedules the manpower colleague development welfare morale and training. 
• Conducts and attends relevant meetings. 
• Controls room inventory of the hotel. 
• Provides recommendations to the Management that will help to maximise revenue of the hotel. 
• Handles all VIP requests and reservations received from Executive Office. 
• Supports the Director of Revenue Management with the annual marketing plan and budget preparation. 
• Optimizes efficiency and work processes for the team in exploring new technology to ensure Raffles Service team skillsets are upgraded and future-proof.  
• Understands and manages the reservation distribution system. 
• Manages the hotel booking engine and the third party websites. 
• Supports hotels CSR and sustainability programs. 
• Ensures service standards and individual performance are aligned with Accor Values. 
• Performs any other duties and responsibilities that may be assigned. 

Qualifications :

Candidate Profile

• Minimum Degree holder or equivalent. 
• Previous experience in Opera Property Management system is an asset.  
• Understanding of Revenue Management processes. 
• Knowledge and experience of relevant software applications spreadsheets word processing and database management.  
• Minimum 5 years of relevant experience in the hotel industry.  
• Strong interpersonal skills with ability to communicate with all levels of employees. 
• Confidently able to resolve problems and make decisions. 
• Strikes to constantly improve guest service experience. 
• Service oriented with an eye for details. 
• Ability to work effectively and contribute to the team. 
• Flexible. 
• Displays initiative and creativity. 
• Ability to work under pressure. 

Additional Information :

Benefits of Joining Raffles Hotel Singapore

• 5-day Work Week.
• Duty Meals are provided.
• Colleagues Discount and/or Preferential Room Rates at worldwide Accor Hotels.
• Flexible Benefit Dental/Optical/Vacation Expenses/Childrens Education.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.

Remote Work :

No

Employment Type :

Full-time