JOB SUMMARY
As a Front Office Executive, you will be the face of Raffles Sentosa, delivering a refined, gracious, and personalized service that reflects the hallmark of the Raffles brand. You will be responsible for ensuring seamless guest arrivals and departures, anticipating needs, and creating memorable experiences that leave a lasting impression. This role requires exceptional attention to detail, polished communication skills, and a genuine passion for guest service.
WHAT YOU WILL BE DOING
Key Responsibilities
- Deliver a refined and personalized welcome and farewell experience for all guests.
- Handle check-in, check-out, room assignments, and billing with accuracy, discretion, and efficiency.
- Maintain an in-depth knowledge of guest profiles, preferences, and special requests, ensuring information is communicated across relevant departments.
- Recognize and engage loyalty members, offering tailored recognition and benefits.
- Support guest recovery efforts with empathy, tact, and prompt solutions to service challenges.
- Assist guests with services such as transportation, dining reservations, and special arrangements.
- Ensure the lobby and front desk areas reflect the elegance and standards of the Raffles brand at all times.
- Adhere strictly to operating procedures, hotel policies, and brand standards.
- Accurately follow financial and cashiering procedures in compliance with hotel guidelines.
- Participate actively in daily briefings, contributing to team goals and guest satisfaction achievements.
- Uphold impeccable grooming, polished communication, and professional body language.
- Maintain current knowledge of hotel services, facilities, and local attractions to confidently provide recommendations.
- Perform tasks or assignments as directed by Management to support departmental and hotel objectives.
EXPERIENCE AND SKILL REQUIRED
Knowledge and Experience
- Diploma or degree in Hospitality Management or related field preferred.
- Minimum 1–2 years’ experience in Front Office operations within a luxury hotel environment.
- Proficiency in Property Management Systems (PMS) and Microsoft Office applications.
- Strong command of spoken and written English; additional languages are advantageous.
- Familiarity with local culture, attractions, and services is preferred.
Competencies
- Service-oriented with exceptional attention to detail.
- Excellent interpersonal and communication skills.
- Ability to remain composed, confident, and solution-focused in high-pressure situations.
- A team player with the ability to work independently when required.
- Highly motivated, proactive, and committed to exceeding guest expectations.
- Professional appearance, polished etiquette, and a gracious presence at all times.