Daily Worker Raffles Service Agent

Company Description

The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.

Set above Jimbaran Bay, Raffles Bali is a place of quiet grace where nature, space and service come together with ease. Spanning 23 hectares, with more than half preserved as greenery, the resort offers both ocean views and lush landscapes, a balance of openness and tranquillity. Recognised with many international awards, it is celebrated for its design, wellbeing philosophy and thoughtful service. Conveniently close to the airport and supported by an onsite heliport, the resort remains serene and secluded. Each of the 32 villas features a private pool and garden, shaped for light, breeze and calm. Guided by the Raffles Butlers, experiences unfold gently, from the Botanical Tour and Birds and Butterflies Watching to cultural activities that reflect the island’s heritage. Here, time softens and every gesture is crafted with care, an invitation to experience Bali through the enduring grace of Raffles.

At Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

Job Description

Full responsibility of the communication in the resort for guest and internal communication, manage and coordinate all guest related activity and request in order to ensure guest satisfaction. Take role of Guest Relations in the lobby to ensure all guests needs and requirements are well taken care of.

To actively involved in the operation of Front Office Department by ensuring product quality standards are met and that optimum service is provided to all hotel guests according to the resort’s and business objectives.

Primary Responsibilities

General Duties

• In charge of the main communication center. All communication must be done in a well manner and in professional level.
• Ensure all call are answered within 3 rings.
• To do screening of all incoming call before transfer to the designated extension or villa by confirming the name or other detail of the caller and to mention this to guest, applies to internal call as well to other departments.
• To communicate with call receivers the detail confirmed in point (3) and not to blind transfer.
• Ensure highest level of guest satisfaction at all times by delivering the best service experience at every stage of the guest stay.
• Daily communication with other team in relation to the needs of current and arriving guests to the resort.
• To promote and upsell in-house facilities, services, and destinations to guest during stay before giving recommendation for outside of the resort.
• Handle all flights confirmations, dinner reservations, tour arrangements and any other guest itinerary during stay.
• Assist other department whenever there is anything related to guest in the resort to ensure guest needs are handled in a timely and professional manner.
• Keep all information updated by being aware of everything that is happening in the resort in all sections.
• Present in the lobby and communicate with in-house / outside guests to ensure all guests needs are well taken care of.
• Act as Guest Relations to establish communication with all in-house / outside guests.
• Assist with training of other departments whenever it is necessary.
• Ensure proper internal control in cashier collection is maintained at all times.
• Ensure that all payment methods and all transaction codes balance to the relevant paperwork and city ledgers are completed correctly.
• Ensure that all relevant revenues are posted in the PMS accordingly.
• Prepare all report according to the daily RSA checklist.
• Perform any other duty as directed by superior.
  
  

Qualifications

Profile

Knowledge And Experience

• Minimum Diploma in Hospitality
• Excellent English communication on both verbal and writing skills
• Knowledge of hotel communication system and computer interface
  
  

Competencies

• In-depth knowledge of hotel property management system, system monitoring of guest request and other related system in the resort operation
• Good communication skills, capable of functioning well under stress and during emergencies, strong interpersonal and negotiation skills
  
  

Additional Information

Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

Our Values

Respect

We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.

Excellence

We make genuine connections, and we cherish every opportunity to make the people around us feel special.

Belonging

We celebrate our differences. We support each other and we always stand together.

Empowerment

We have authority to take initiative and anticipate moments that create unforgettable experiences.

Integrity

We build trust through mutual respect and being authentic.

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.