Royal Service Agent

Other Department
Job Role:
Other Role
Staff- Line level
Salary Description:
Raffles Hotels and Resorts
Job Ref:

Royal Service Agent
The Royal Service Agent is the heart beat of the hotel operation. They will process all external and internal calls either by redirecting calls or assisting the caller. The Royal Service Agent will take ownership of the callers' requests, issues, concerns and ensure follow up according to the hotel's standards. To serve as a liaison for guests requiring information relating to all aspects of the hotel. To maintain the hotel's telephone system and assisting all external and internal guests in operating the telephone system .

Property Overview: This magnificent complex boasts a 30-storey new construction and two luxury International Hotel brands at one desired address! Raffles Makati and Fairmont Makati consists of 32 Raffles Suites located atop 280 Fairmont Hotel rooms, 237 Raffles Residences and is situated in what is considered the finest location in Manila - downtown Makati. The complex, is located directly across from the Greenbelt Shopping Center and in a neighborhood famous for nightlife, dining options and world-class shopping.

Summary of Responsibilities:
Reporting to the Royal Service Manager , responsibilities and essential job functions include but are not limited to the following:

• Handle all guest requests promptly and efficiently specially wake up calls.

• Log guests concerns, issues in Royal Service System and ensures proper follow up is done by the concerned departments.

• Communicate internal and external guest requests via "Royal Service" software

• Maintain and monitor the "Royal Service" software system

• Ensure all requests logged in "Royal Service" software are followed up according to the hotel's standards

• Provide information on hotel services

• Promote internal outlets (Restaurants...) Handles call overflow for dining reservation & Inquiries.

• Handles call overflow of all departments.

• Provides assistance on Operator assisted calls

• Handles telephone system and equipment challenges.

• Have a sufficient working knowledge of all departments, in particular Housekeeping, Front Office, Engineering & Food & Beverage.

• Maintain an excellent relationship with all departments, in particular Housekeeping, Front Office, Engineering & Food & Beverage.


•College/University Diploma in Hotel Management
•At least with 1 year experience in a Customer Service Position
•Excellent communications and organizational skills
•Knowledge of Opera would be an advantage
•Presentable, well groomed
•Highly detailed and responsible
•Ability to work well under pressure and independently in a fast paced environment
•Ability to focus attention on guest needs, remaining calm and courteous at all times.
Visa Requirements: Open to Filipino National Only.

Contact Details:
Raffles Hotels and Resorts
Tel: .
Contact: HR Department

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