We invite you to join the world of luxury hospitality at Raffles The Palm as we are currently looking for a Front Office Agent. Reporting to the Front Office Supervisor. The Front Office Agent is responsible for managing all activities relevant to the Front Desk, including reception, check-in and check-out, cashiering, foreign exchange, and assisting guests with their inquiries.
At Raffles, the Front Office Agent is more than the first and last point of contact for our guests. This role is about creating a seamless, warm, and personalized arrival and departure experience while ensuring every guest feels welcomed, valued, and well cared for throughout their stay. The Front Office Agent is professional, attentive, and proactive, anticipating guest needs and responding efficiently to requests while maintaining the exceptional service standards and elegance that define the Raffles experience.
KEY ROLES & RESPONSIBILITIES
Register and room all guest arrivals according to established procedures
Perform check in, check out and room change procedures and ensure all data are accurately entered into the hotel system
Maintain cashier float and ensure accurate daily report of all money received
Cash hotel guests’ personal and travelers checks and assist with currency exchange
Keep abreast of all modifications to accounting policies and procedures
Attend to guests’ request of using the service of safety box at all times
Knowledgeable of all special promotion procedures for programs such as Seasonal Packages, Frequent Flyers Programs, and also Hotels Group Loyalty programs
Attend to guest’s complaints, inquiries and requests, refer problems to supervisor/Assistant Manager if he/she unable to assist
Is familiar with other Raffles properties so that guest indicating any next destination on the registration card can be “sold” an onward booking to another Raffles property
Ensure that the guests depart the hotel with a positive impression of hotel service
Perform the audit balances and prepare all reports for audit in an orderly fashion
When on night shift, check night report, prepare morning report and prepare all necessary forms for guest arrivals
Maintain comprehensive knowledge of standard reservation procedures
Maintain exemplary department standards of behavior and appearance and attitude
Ensure front desk work area is kept clean and in an orderly state at all times
Is fully aware of the Credit policy
Adhere to OH&S policies and procedures
Perform related duties and special projects assigned
Post Secondary Education or relevant qualifications in Hotel Management
Minimum 2 years Guest Relations experience preferably in a four or five star hotel
PERSONAL ATTRIBUTES
Strong written and verbal communication skill in English
Able to develop rapport with and gain support from Colleagues and Management staff
Ability to work cohesively with co-workers as part of a team
Ability to focus attention on guest needs, remaining calm and courteous at all times
Ability to promote positive relations with all guests and patrons
Able to exercise good judgment with difficult guests
Understanding and ability to work in a multi-cultural environment
AND ABOVE ALL
Embrace the Raffles brand promise and luxury in your role and in all your interactions.
Foster an inclusive environment where every individual feels valued and respected
Employee Benefits: 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.
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.
