Overview
Founded in Singapore in 1887, Raffles Hotels, Resorts and Residences are places where ideas are born, history is made, and stories and legends are created. At each landmark address, distinguished guests and residents will find a world of timeless elegance and enchanted glamour, where Raffles’ renowned legacy of gracious service knows no bounds. As the authentic heart of a destination, Raffles champions fine art and design, and fosters culture in all its forms, guiding guests to make discoveries in their own time and way. Raffles’ commitment to local communities is expressed through diverse initiatives with a unified mission to actively support the arts and the environment. From one generation to the next, visitors arrive as guests, leave as friends, and return as family. Raffles can be found in key international locations including Singapore, Paris, London, Boston, Istanbul, Dubai, Doha, Maldives, Udaipur, Phnom Penh and Bali, among others. Raffles is part of Accor, a world leading hospitality group.
Telephone Operator
About the job
Company Description
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining an Accor brand, every chapter of your story is yours to write and together we can imagine tomorrow’s hospitality.
Job Description
Butler Command Centre Agent is the heart beat of the hotel operation. They will process all external and internal calls either by redirecting calls or assisting the caller. Butler Command Centre Agent will take ownership of the caller’s request and ensure follow up according to the hotel’s standards. To serve as a liaison for guests requiring information relating to all aspects of the hotel. To maintain the Hotel’s telephone system and assisting all external and internal guests in operating the telephone system.
- Handle all guest requests promptly and efficiently
- Communicate internal and external guest requests via Hotel Communications Platform
- Ensure all requests logged in to Hotel Communications Platform are followed up according to the hotel’s standards
- Coordinating Butler daily operations
- Provide information on hotel services
- Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office and Engineering
- Maintain an excellent relationship with all departments, in particular Housekeeping, Front Office and Engineering
- Maintain accurate records of all internal and external guest requests and follow-up with the necessary department and/or guests in the pre-determined time frame
- Provide guests with information about checkout procedures, transportation options, and feedback opportunities a day before their departure.
- Maintain excellent communication within the Butler department as well as with all other departments
- Provide guests with in room communication tools and ensure correct set up
- Handle and distribute faxes, voice messages and written messages for internal and external guests
- Have full knowledge of the hotel’s emergency procedures
- Maintain a safe working environment
- Assist Front Office with administrative duties as required
- Participate in meetings
Skills:
- Organizational Skills: Ability to manage multiple tasks and communications simultaneously.
- Language Proficiency: Fluency in English (verbal and written); proficiency in additional languages is a plus.
- Telephone Skills: Strong telephone etiquette and ability to communicate effectively over the phone.
- Clerical Skills: Excellent typing and clerical abilities; organized and detail-oriented.
- Interpersonal Skills: Strong interpersonal skills for effective communication with guests and staff.
- Hospitality Knowledge: Familiarity with hospitality practices; a hospitality diploma is an asset.
Qualifications:
- Highly organized with the ability to manage multiple tasks and communications simultaneously.
- Fluency in English required (verbal & written) – Proficiency in multiple languages is a plus.
- Strong telephone skills
- Excellent telephone manners, telephone voice
- Strong typing and clerical skills, organized and detail oriented
- Strong interpersonal skills and English communication skills
- A hospitality diploma is an asset
- Knowledge of computerized Front Office systems required with emphasis in Micros
- Fidelio based programs (Opera) and Windows, MS Office Suite an asset
- Prior experience in customer service an asset
- A passion for guest service
- Excellent team spirit
- Ability to handle many conflicting priorities at any given time
- Able to work well under pressure
- Must be willing to work shifts (incl. Night shifts)
- Knowledge of a third language an asset
Reservations Agent
About the job
Company Description
Raffles Hotels & Resort is a collection of award-winning luxury hotels located in vibrant destinations around the world. It is part of AccorHotels brands, which offers unique moments and diverse experiences in more than 4.100 addresses throughout 95 countries. From luxury to economy, each hotel shares a common, well-being and warm welcome.
Raffles Seychelles offers spectacular colleague accommodation, accompanied by world class facilities, transportation, uniforms, meals and boat tickets to and from Praslin/Mahé. The Resort features 86 luxurious villas, the award-winning Raffles Spa as well as several stylish and unique dining options.
We offer excellent career development and growth opportunities for our colleagues who have the talent, dedication, drive and passion to be part of a leading global luxury hospitality brand.
Job Description
To answer and respond effectively to all enquiries on Hotel reservations in a knowledgeable, courteous and prompt manners.
Key Roles & Responsibilities
- Respond to enquiries about hotel products and services by telephone, fax, email etc.
- Determine guest needs and quote the appropriate villa and rate as per requirements
- Accurate input of booking information into the OPERA Reservation System
- Communicate / upsell activities for leisure, corporate & wholesaler’s guests
- Has an understanding of Groups – including cut-off dates, blocking and booking policies
- Understand Revenue management strategies, sell levels and sell directed rates and apply these methods as per available hotel inventory
- Has full knowledge of hotel facilities and services to promote its products and services
- Process amendments to reservations such as extensions, early departures, etc.
- Coordinate and communicate with all other departments to ensure a smooth operation
- Maintain knowledge of special rates/ offers/ promotions
- Type a variety of documents such as cover letters, daily pickup reports…
- File and organize a variety of documents and maintain stationery and office supplies
- Perform duties and responsibilities in a confidential manner when applicable
- Adhere to the hotel’s occupational, health and safety policies
- Report any equipment failures/problems & repair requests to Maintenance Department
- To participate in any training/development programs as recommended by supervisor
- Reconcile OTA’s Extranet with Opera.
- Perform all the tasks asked by Reservations Manager or Revenue Manager
PERSONAL ATTRIBUTES
- Written and verbal communication skills in English
- Able to develop rapport with colleagues and management staff
- Ability to work cohesively with co-workers as part of a team
- Ability to focus attention on guest needs, remaining calm and courteous at all times
- Ability to promote positive relations with all hotel guests and patrons
- Able to exercise good judgment with difficult guests
- Understanding and ability to work in a multi-cultural environment
Skills:
- Communication Skills: Strong written and verbal communication skills in English, with the ability to develop rapport with colleagues and management.
- Customer Service Orientation: Ability to focus on guest needs, remain calm, and promote positive relations with hotel guests.
- Teamwork: Capacity to work cohesively with co-workers as part of a team.
- Attention to Detail: Skill in accurately inputting booking information and maintaining organized documentation.
- Sales Skills: Ability to upsell activities and understand revenue management strategies.
- Technical Proficiency: Familiarity with OPERA Reservation System and basic office software.
Qualifications
- High School certificate
- Diploma from School for Tourism & Hotel Management is a plus
