Royal Service Agent

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


Job Purpose
The Royal Service Agent is the heart beat of the hotel operation. The position is responsible in processing 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. RSA serves as a liaison for guests requiring information relating to all aspects of the hotel. RSA maintains the hotel's telephone system and assisting all external and internal guests in operating the telephone system.

Key Interactions

• Housekeeping Team

• Engineering Team

• F&B Service/Culinary Team

• Finance Team

• Talent & Culture Team

• Sales & Marketing Team

• Front Office & FG Team

• Spa & Fitness Center Team

• Security Team

• Executive Office

• Department Heads/Managers/Supervisors

• Concessionaires

• Raffles & Residences Team


• In house guests & LCAH Guests

• Visitors and conference/meeting guests

• Dining guests

• Taxi/Transportation companies

• Government & VIP liaison officers

• Tour Guides

• External Suppliers/Sales people

• System Providers

• Job hunters

• Local authorities and agencies

• All other external callers

Primary Responsibilities
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) promotions, activities, events. 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.

• Maintain accurate records of all internal and external guest requests and follow-up with the necessary department and/or guests in the pre-determined time frame.

• Maintain excellent communication within the Royal Service department as well as with all other departments.

• Provide guests with in room communication tools (fax, printer, entertainment connections, internet...) and ensure correct set up thru coordination with IT dept. & help desk.

• Handles and distribute faxes, voice messages and written messages for internal and external guests and at times admin/offices.

• Handles Emergency, including answering of Hotel's Emergency Line- local 55. Have full knowledge of the hotel's emergency procedures.

• Handles all system interruptions, thru reporting , coordination, updating , recording and giving feedback on guest complaints resulting from these interruptions.

• Maintain a safe working environment.

• Handles the hotels Common Mailboxes (MNL/RMN/RS)

• Manages the Winsuite, Call Billing System, tracing of calls, monitors call logs.

• Prepares Front Office PM night reports, Royal Service Request Completed/ Guest Issues/General Observation Reports.

• Participate in meetings/briefings/hotel engagements & activities.

• Maintaining and updating telephone directories including PM-Shift F7 F & B promos

• Handles monitoring & tracking of equipments & supplies (ie: adaptors, phone chargers, dvd's, laptop mouse & chargers , routers, etc.)

• Other duties as assigned.

Main Complexity/Critical issues in the Job

• Efficiency of call handling specially wake up call

• Accuracy in taking messages, instructions, requests and consistent follow up ensuring completion

• Management of the guest service experience / personalization

• Management of guest complaints

• Handling Emergencies including system issues and outage.

Knowledge and Experience

• University/College degree in a related discipline preferred. A hospitality diploma an asset

• Prior experience in customer service an asset

• Oral and written fluency in English, knowledge of a third language an asset.

• Strong interpersonal skills, active listening and english communication skills


• Educational and work testimonial required

• Computer literate in Microsoft Window applications and/or relevant computer applications required .Knowledge of computerized Front Office systems required with emphasis in Property Manager (Opera) and Windows, MS Office Suite an asset.

• Strong telephone skills

• Excellent telephone manners, telephone voice

• Strong typing and clerical skills, organized and detail oriented

• Ability to handle many conflicting priorities at any given time

• Able to handle multiple tasks

• Able to work under pressure

Personal Attributes

• A passion for guest service

• Excellent team spirit

• Must be willing to work shifts (incl. Night Shifts)

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

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