Reservation & Sales Executive

Company Description

Raffles is a collection of luxury hotels and resorts worldwide, each distinguished by its luxury, elegance and residential charm. Raffles Hotels & Resorts are one-of-a-kind properties, each one a landmark in its respective city, positioned at the top of its local market and rated among the very best in the world.

Job Description

• Assist guests in making reservations, modifying existing bookings, and answering questions related to their stay.
• Utilize the hotel's reservation system to input and update guest information, room preferences, and special requests.
• Monitor room availability and manage inventory to maximize occupancy and revenue potential.
• Coordinate with other departments, such as Front Office and Housekeeping, to ensure smooth check-in and check-out processes for guests.
• Promote hotel services, packages, and special offers to guests during the reservation process, maximizing revenue opportunities.
• Identify opportunities for upselling room upgrades and additional amenities to enhance the guest experience and increase revenue.
• Maintain accurate records of reservations, cancellations, and guest interactions in the reservation system.
• Generate reports and analyze reservation data to identify trends, opportunities, and areas for improvement.
• Assist with administrative tasks as needed, including filing, photocopying, and organizing reservation documents.
• Demonstrate a commitment to providing exceptional service to every guest, exceeding their expectations and building rapport to foster loyalty.

Handle guest complaints and concerns effectively, escalating issues to management when necessary to ensure resolution and guest satisfaction

• Foster Raffles Values; Authenticity, Humility, Excellence, Generosity, Graciousness, Stewardship
• Internalize Raffles Brand personality; Charismatic, Cultured, Charming, Warm, Witty, Joyful
• Treat every employee with respect and make them feel valued.
• Create relationship with employees that is based on open and sincere communication which leads to building long lasting trustful relationships.
• Go extra mile to make sure every guest needs are not just met, but exceeded.
• Assist and support team members and other departments in order to ensure a smooth operation.
• Hire the right talent in the right position and ensure that existing talents are retained to have employees who exhibit higher engagement.
• Save cost and time by following innovative practices and implementing them to existing processes for adapting changing conditions.
• Never fail the Top 5 Service Excellence

• Look at me
• Smile at me
• Talk to me
• Listen to me

Thank me