Job Description

Roles & Responsibilities

Key Roles & Responsibilities

• Operational Coordination: Act as the central point of communication for the lobby, coordinating between Doormen, Porters, Reception, and Raffles Butlers to ensure flawless guest journeys.
• Guest Profile Management: Build and maintain detailed guest profiles in the Property Management System (PMS), recording specific preferences, past requests, and cultural sensitivities to personalize future interactions.
• Pre-Arrival Correspondence: Manage the pre-arrival email cycle, following up on ongoing communications with guests and travel agents to confirm arrival details and special preparations.
• Administrative Logistics: Responsible for sorting and distributing guest and administrative mail, managing courier services, and maintaining the hotel's digital information directory (function board).
• Inventory & Stock Control: Take regular inventories of lobby supplies and guest amenities, coordinating with butler admin supervisors for restocks.
• Service Recovery Support: Assist in logging and reporting guest complaints, tracking feedback, and ensuring swift corrective action is taken to uphold brand standards.

Professional Standards & Etiquette

• Legendary Service Philosophy: Provide "warm, anticipatory, and personalized service" that aligns with the Raffles heritage.
• Grooming & Presentation: Maintain impeccable grooming and professional posture at all times; standard etiquette includes avoiding folded arms, keeping hands out of pockets, and never leaning on counters.
• Confidentiality: Strictly handle sensitive guest information with the "utmost discretion and integrity".

Desired Candidate Profile

Qualifications & Attributes

• Experience: Typically requires 2+ years in a luxury hotel front office or guest relations role.
• Technical Proficiency: Strong working knowledge of Microsoft Office (particularly Excel) and hotel Property Management Systems.
• Personal Traits: Must be "poised, creative, and inquisitive," with a high level of emotional intelligence and cultural awareness.