Senior / Raffles Service Manager (Reservations)

Raffles Hotel Singapore is one of the few remaining great 19th century hotels in the world, perfectly preserved both inside and out, giving it an intoxicating blend of luxury, history and classic colonial design. Its distinctive architecture, legendary heritage and iconic service continue to enthrall visitors where suites, social spaces, award-winning restaurants and bars are presented for discerning travellers. No visit to Singapore is complete without a stay here, where the grand historic hotel exudes old-world grandeur infused with the unique charm of the city state.

The position creates and maintains reservation sales strategies to achieve revenue goals and achieve highest level of guest and employee satisfaction. 

Primary Responsibilities

Brand Stewardship 

• Embody the Raffles identity as a custodian of tradition, elegance, and innovation. 
• Ensure every guest encounter reflects the hotel’s positioning as a global icon of luxury hospitality. 

Revenue & Loyalty Impact 

• By delivering exceptional service, the Raffles Service Manager directly influences repeat business, guest loyalty, and positive brand reputation. 
• Supports optimization of forecasts and budgets by aligning service delivery with commercial goals  

Provides Experiences that Exceeds Guest Expectations

• Supports guest’s decision to proceed with the reservation by providing accurate information on the price, room type, availability and the amenities. 
• Is well versed with the preference of the regular guests and provides them with the consistent service anticipating their needs in advance. 
• Leads a Heartist® approach to guest experience/service with the Raffles Service team. 
• Focuses on the reservation experience for LCAH members. 
• Supports the Raffles Service tean to achieve upsell goals in various revenue streams. 

Ensures Reservations Quality

• Ensures Raffles Service call quality meets Forbes, LQA or any other industry or Raffles Corporate set reservation call benchmarks.  
• Nurtures and trains Raffles Service teams to meet and exceed service standards based on agreed call quality benchmarks.  
• Monitor daily operations, ensuring standards of excellence are met in every touchpoint of the guest journey 

Management and Leadership of the Reservations Team

• Provides continuous leadership, motivation, training and support to the team. 
• Recruits and trains members of Raffles Service team. 
• Monitors Raffles Service Agents' productivity on a daily basis and conducts weekly test calls. 
• Uses quarterly performance reviews to identify and develop talent. 

Involvement in Wider Job Function Actions / Relationships

• Prepares the set-up of operations systems, guidelines for daily operations and standard operating procedures. 
• Plans and schedules the manpower, colleague development, welfare, morale and training. 
• Conducts and attends relevant meetings. 
• Controls room inventory of the hotel. 
• Provides recommendations to the Management that will help to maximise revenue of the hotel. 
• Handles all VIP requests and reservations received from Executive Office. 
• Supports the Director of Revenue Management with the annual marketing plan and budget preparation. 
• Optimizes efficiency and work processes for the team in exploring new technology to ensure Raffles Service team skillsets are upgraded and future-proof.  
• Understands and manages the reservation distribution system. 
• Manages the hotel booking engine and the third party websites. 
• Supports hotel’s CSR and sustainability programs. 
• Ensures service standards and individual performance are aligned with Accor Values. 
• Performs any other duties and responsibilities that may be assigned. 

Candidate Profile

• Minimum Degree holder or equivalent. 
• Previous experience in Opera Property Management system is an asset.  
• Understanding of Revenue Management processes. 
• Knowledge and experience of relevant software applications – spreadsheets, word processing and database management.  
• Minimum 5 years of relevant experience in the hotel industry.  
• Strong interpersonal skills with ability to communicate with all levels of employees. 
• Confidently able to resolve problems and make decisions. 
• Strikes to constantly improve guest service experience. 
• Service oriented with an eye for details. 
• Ability to work effectively and contribute to the team. 
• Flexible. 
• Displays initiative and creativity. 
• Ability to work under pressure. 

Benefits of Joining Raffles Hotel Singapore

• 5-day Work Week.
• Duty Meals are provided.
• Colleagues’ Discount and/or Preferential Room Rates at worldwide Accor Hotels.
• Flexible Benefit – Dental/Optical/Vacation Expenses/Children’s Education.
• Medical and Wellness Benefit.
• Comprehensive Insurance Coverage.
• Local/Overseas Career Development & Growth Opportunities.
• Holistic Learning and Development Opportunities.