The Raffles Service Agent / Executive delivers friendly and professional service that meets guest’s reservation experience expectations prior to their arrival. Primary Responsibilities Delivers Friendly and Professional Service Ensures smooth operation of Raffles Service department by attending to incoming calls, fax and emails that are pertaining to room reservation. Obtains all the necessary information to complete a room reservation in the Opera system, i.e. stay dates, flight details, rates, special requests and reservation notes. Completes the reservation process by combining all reservation details (including any Food and Beverage or Spa arrangements) and sending a confirmation to the guest. Focuses on Guest Experience 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 provide them with the consistent service anticipating their needs in advance. Involvement in Wider Job Function Actions/Relationships Supports the Raffles Service colleagues to achieve upsell goals in various revenue streams. Coordinates with other departments (Front Office, Concierge, Food and Beverage, Raffles Spa, Housekeeping and Butler) on the guest’s needs and requirements. Works closely with Revenue department to be aware of the occupancy of the hotel (i.e. sold out dates, blackout dates and the need periods). Advises Raffles Service Manager of any deviations in rate applications or reservations arrangement. Maintains an accurate and updated filing system of all correspondence. Is familiar with hotel’s credit policies and handles billing instructions correctly. Performs clerical and administrative duties. Adheres to Raffles Hotel Singapore and Room Reservations department standard operating procedures, guidelines and grooming standards. Supports hotel's CSR and sustainability efforts. Ensures service standards and individual perform