Front Desk Agent

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.