Front Desk Agent RAFFLES

Key Responsibilities

Guest Arrival & Departure Experience:

• Provide a warm, elegant, and personalized welcome to all guests, addressing them by name whenever possible.

• Perform check-in and check-out procedures efficiently while ensuring accuracy, confidentiality, and attention to detail.

• Anticipate guest needs and proactively offer assistance, upgrades, or tailored services in line with Raffles standards.

• Ensure a seamless first and last impression that reflects the heritage and prestige of the Raffles brand.

Guest Relations & Service Excellence:

• Handle guest inquiries, requests, and concerns with professionalism, empathy, and a solution-oriented approach.

• Maintain comprehensive knowledge of hotel facilities, services, events, and local attractions to provide informed guidance.

• Record and communicate guest preferences, special occasions, and feedback to personalize future stays.

• Resolve service challenges promptly, escalating when necessary, while ensuring guest satisfaction and loyalty.

Operational Excellence:

• Ensure accurate room assignment, billing, and payment processing in compliance with hotel policies.

• Maintain up-to-date guest profiles and reservations in the property management system.

• Coordinate closely with Housekeeping, Concierge, Butler Service, Bell Desk, and other departments to ensure room readiness and guest satisfaction.

• Adhere to cash handling procedures and audit standards at all times.

Standards, Etiquette & Brand Representation:

• Uphold Raffles grooming, etiquette, and communication standards consistently.

• Demonstrate refined body language, polished verbal skills, and cultural sensitivity in every interaction.

• Act as a brand ambassador, promoting Raffles values, heritage, and service philosophy.

Compliance & Professional Development:

• Ensure compliance with hotel safety, security, and confidentiality policies.

• Protect guest privacy and handle sensitive information with discretion and integrity.

• Participate in brand training, service culture programs, and continuous development initiatives.

Qualifications & Experience:

• Minimum 1 2 years of experience in Front Office or Guest Services within a luxury or five-star hotel environment preferred.

• Degree or diploma in Hospitality Management or related field is an advantage.

• Experience with hotel property management systems (Opera or equivalent preferred).

Skills & Competencies:

• Excellent communication and interpersonal skills.

• Strong attention to detail with high standards of accuracy.

• Ability to multitask while maintaining composure and elegance under pressure.

• Problem-solving mindset with a guest-centric approach.

• Proficiency in Microsoft Office and hotel systems.

• Fluency in English required; additional languages are highly desirable.

Personal Attributes:

• Genuine passion for luxury hospitality and guest service.

• Polished, professional appearance and demeanor.

• Warm, gracious, and confident personality.

• Flexible and willing to work shifts, including weekends and holidays.

• Trustworthy, discreet, and culturally aware.