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Key Responsibilities

Guest Recognition & Personalization:

• Welcome and engage guests in a warm, refined, and genuine manner, ensuring recognition of returning guests, VIPs, and special occasions.

• Proactively identify guest preferences, expectations, and emotional cues to personalize interactions and services.

• Maintain detailed guest profiles, recording preferences, feedback, and notable interactions to enhance future stays.

Guest Experience Management:

• Serve as the primary point of contact for in-house guests, ensuring their comfort and satisfaction throughout the stay.

• Handle guest feedback, requests, and concerns with empathy, professionalism, and a solutions-driven approach.

• Follow up on service recovery actions to ensure issues are fully resolved and guests depart with a positive impression.

• Coordinate bespoke amenities, surprises, and experiences in collaboration with Concierge, Butler Service, and F&B teams.

VIP & Special Handling:

• Coordinate arrival, in-house, and departure arrangements for VIPs, long-stay guests, and special-needs guests.

• Ensure all VIP amenities, room setups, and personalized touches are delivered accurately and on time.

• Act as a liaison between guests and hotel management, escalating feedback or concerns when appropriate.

Coordination & Communication:

• Work closely with Front Desk, Concierge, Housekeeping, Engineering, and Food & Beverage to ensure seamless service delivery.

• Communicate guest preferences and special instructions clearly across departments.

• Participate in daily briefings to share guest insights and service priorities.

Standards, Etiquette & Brand Representation:

• Uphold Raffles grooming, etiquette, and communication standards at all times.

• Demonstrate impeccable manners, cultural sensitivity, and emotional intelligence befitting a luxury heritage brand.

• Represent the values, history, and service culture of Raffles Hotels & Resorts in every guest interaction.

Compliance & Continuous Improvement:

• Ensure confidentiality and discretion when handling guest information and situations.

• Adhere to hotel policies, safety procedures, and brand standards.

• Participate in service culture training, brand programs, and continuous improvement initiatives.Company Description

Qualifications & Experience:

• Minimum 2 3 years of experience in Guest Relations, Front Office, or Guest Experience roles within a luxury or five-star hotel environment.

• Degree or diploma in Hospitality Management or related field preferred.

• Experience with property management systems (Opera or equivalent) is an advantage.

Skills & Competencies:

• Exceptional interpersonal and communication skills.

• High emotional intelligence with the ability to read and respond to guest needs.

• Strong problem-solving and service recovery skills.

• Excellent organizational ability and attention to detail.

• Proficiency in Microsoft Office and hotel systems.

• Fluency in English required; additional languages are a strong advantage.

Personal Attributes:

• Naturally warm, gracious, and guest-focused personality.

• Polished, elegant appearance and professional demeanor.

• Calm, confident, and composed under pressure.

• Flexible and able to work shifts, including weekends and holidays.

• Discreet, trustworthy, and service-oriented.

Desired Candidate Profile

• Degree or diploma in Hospitality Management or related field preferred.

• Experience with property management systems (Opera or equivalent) is an advantage.

Skills & Competencies:

• Exceptional interpersonal and communication skills.

• High emotional intelligence with the ability to read and respond to guest needs.

• Strong problem-solving and service recovery skills.

• Excellent organizational ability and attention to detail.

• Proficiency in Microsoft Office and hotel systems.

• Fluency in English required; additional languages are a strong advantage.

Personal Attributes:

• Naturally warm, gracious, and guest-focused personality.

• Polished, elegant appearance and professional demeanor.

• Calm, confident, and composed under pressure.

• Flexible and able to work shifts, including weekends and holidays.

• Discreet, trustworthy, and service-oriented.