Total 12 job vacancies by Raffles Sentosa Singapore

JOB SUMMARY

Reporting to the Guest Experience Manager, the Assistant Guest Experience Manager will assist in collaborating closely with the butler team and assist in leading and supervising the guest experience team in delivering a seamless and delightful stay experience for our guests.

What you will be DOING:

• Collaborate closely with the Butler team to ensure maximum guest engagement and satisfaction through personal recognition and prompt proactive attention from arrival through departure of the guests.

• Ensure all ACCOR members receive all benefits consistently, repeat guests and other VIP’s receive special recognition and services,

• Extend warm and genuine greetings to all guests.

• Liaise with Butler team, other departments and external service provider (where applicable) to ensure guests’ needs and requests are met seamlessly and effectively.

• Liaise closely with the Butler team and other operation teams for Hotel events, restaurant promotions, Limousine requirements and special VIP requests or preparations.

• Maintain repeat guest history records and system effectively.

• Monitor the milestone programme and amenity history of guests

• Work and communicate closely with the Butler team to perform such functions as to include but not be limited to:

· Prepare guest welcome letters

· Ensure preferred amenities are placed prior guests arrival

· Attend to special requests by guests

· Review arrival lists for all arrivals and VIPs to check room allocations, amenities, and special requests

· Prepare requisitions for amenities on a timely basis

· Ensure the entire range of services offered with the aim to maximum guest satisfaction

· Stay abreast of the events and activities in the city that are of interest to the guests.

· Supervise and coach the Guest Experience team.

· Conduct performance review for the Guest Experience team.

· Conduct on-the-job training for the team.

· Plan duty roster effectively and productively.

· Conduct daily shift briefing.

· Observe all brand/operating standards and/or LQA.

· Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to security / talent & culture team immediately.

· Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.

· Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

· Diploma in Hospitality/Tourism or equivalent

· Minimum 5 years of relevant hospitality working experience appointment

· Strong human relations and influencing skills

· Strong communications (verbal and written), planning and coordination skills

· Ability to work independently and take initiative

· Strong time management skills

· Creative and resourceful

· Understand the needs of international luxury travellers

· Possess strong local hospitality market knowledge

· Flexible with working days and hours including weekends and public holidays

JOB SUMMARY

Reporting to the Hotel Manager, the Cluster Director of Culinary/F&B is responsible for overseeing the overall culinary and F&B operations, hygiene and food safety standards and to maintain high standards of quality of food offering and service delivery across all dining venues. He/she will engage in strategic planning, management, and innovation to drive revenue, elevate guest satisfaction, and uphold a reputation for food & service excellence.

What you will be DOING:

FOOD QUALITY

· Responsible for the quality of all food served throughout the restaurants and banquet and ensure that the food presented to guests is consistently of high-quality standards.

· Be alert on freshness, presentations and temperature of food served.

· Plan, coordinate and supervise all menu implementations.

· Guide respective Kitchen Manager in creating and developing new dishes and recipes by keeping up with the latest market trends.

· Supervise all food tasting sessions.

COST CONTROL

· Responsible and accountable for the overall food cost as well as non-food costs such as kitchen supplies, energy costs, utensils and operating guest supplies.

· Guide respective Kitchen Manager in finding ways to further improve the food cost through strategic purchasing and working process, without negatively affecting pre- determined quality standards.

· Control and ensure that expenses/purchases/requisitions are within budget limits and maintains food gross profit set by the hotel.

· Ensure food portioning, serving, requisitions and receiving from stores are properly controlled to minimise wastage, in line with Standard Operating Procedures.

· Demonstrate management abilities and knowledge relating to budget matters such as Labour Costs, Training Expenses, Operating Equipment and Food Cost etc.

HYGIENE AND SANITATION

· Ensure all kitchen operations complied with quality, hygiene and other standards at all times in line with HACCP and local authorities’ standards.

· Communicate and update local requirements, food sanitation laws, safety regulations and others to all staff.

· Ensure and conduct weekly kitchen walk-through with Hygiene Manager and respective departments to ensure kitchen sanitation and Engineering maintenance and standards are met.

· Ensure all findings are solved and closed.

SERVCICE EXCELLENCE & GUEST EXPERIENCE

· Strive to improve kitchen and service operating procedures constantly for a seamless and delightful dining experience .

· Stay informed on global food and beverage trends

· Propose and initiate new services and products for our guests.

· Handle guest comments and complaints and take swift corrective action after consultation with the department head concerned.

· Seek feedback from guests and continually improves product and services.

GENERAL MANAGEMENT

· Develop and direct all food & beverage operational activities towards supporting the Hotel’s goals - Gross Operating Profit, Guest Satisfaction, Brand Consistency and Employee Engagement.

· Be aware of and comply with all legislation affecting the operation, including licensing regulations, health regulations and fire and safety regulations.

· Lead and inspire a diverse team while collaborating with various departments to create a world-class dining experience that aligns with the brand's values and standards.

· Ensure all brand/operating standards and/or LQA are observed and targets achieved.

· Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to security / talent & culture team immediately.

· Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.

· Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

· Degree/Diploma in Hospitality or equivalent

· Minimum 10 years of relevant hospitality F&B experience in a managerial appointment

· Strong business acumen, critical thinking and strategic decision-making skills

· Strong human relations and influencing skills

· Strong communications (verbal and written), planning and coordination skills

· Ability to work independently and take initiative

· Strong time management skills

· Creative and resourceful

· Strong culinary knowledge and skills

· Flexible with working days and hours including weekends and public holidays

JOB SUMMARY

Reporting to the Hotel Manager, the Director of Villa Services will be responsible for overseeing the Butler, Guest Experiences and Housekeeping operations in creating a seamless and delightful stay experiences for the guests.

What you will be DOING:

· Develop the annual business plan and budget for the hotel, monitor and track the respective monthly P&L closely to achieve and/or exceed the established business targets.

· Champion and is responsible to drive high standards of services in all villa services operations.al areas.

· Serve as role model and actively work to uphold the Raffles’s brand standards by providing feedback and drive the Department Managers to take actions to ensure consistent service delivery.

· Drive the team to achieve monthly upsell target to improve profitability.

· Keep abreast of changes in market/business trends and situations especially in the hospitality business environment; Stay current and relevant to achieve greater operational and service excellence.

· Supervise and ensure the various respective Department Managers work closely together and their activities are in support with one another and not colliding or undermining each other.

· Assume full responsibility and lead the Department Managers to ensure a smooth and seamless daily villa services operation including prompt anticipation and identification as well as speedy and proactive resolutions of operational problems in order to achieve the highest guest stay experience.

· Drive and put in place a consistent high standard personalised guest stay program including pre-arrival, care program, etc. to ensure service excellence and an immaculate product is offered to guests during their stay.

· Supervise the handling of all VIPs reservations, assignment of rooms, welcome amenities/cards/notes, inspection of allocated guest villas and/or function or private rooms, arrival details, special requirements, etc. and personally greeting them upon arrival.

· Connect actively and establish rapport with guests, especially VIPs and the repeating guests and maintaining good relationship with them.

· Drive guest excellence in all areas, keeping the team focused on the targets; address and resolve pressing issues.

· Ensure all required reports and administrative duties are submitted and completed accurately and timely.

· Lead, manage, supervise and coach the direct reports.

· Conduct performance review for the direct reports.

· Ensure duty roster is planned effectively and productively.

· Conduct daily shift briefing.

· Ensure compliance of all brand/operating standards and/or LQA.

· Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to security / talent & culture team immediately.

· Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives.

· Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

· Degree/Diploma in Hospitality / Tourism or equivalent

· Minimum 5 years of relevant hospitality working experience in a senior managerial appointment

· Strong business acumen, critical thinking and strategic decision-making skills

· Strong human relations and influencing skills

· Strong communications (verbal and written), planning and coordination skills

· Ability to work independently and take initiative

· Creative and resourceful

· Understand the needs of international luxury travellers

· Possess strong local hospitality market knowledge

· Flexible with working days and hours including weekends and public holidays

JOB SUMMARY

Reporting to the Director of Villa Services, the Head Butler will collaborate closely with all operating departments and is responsible for leading and supervising the butler team in delivering a seamless and delightful stay experience for our guests. At the same time, he/she shall be responsible for the overall smooth butler operation, achieving the established financial and people performance goals.

What you will be DOING:

· Drive and create action plans of Butlers’ performance in guest satisfaction index, audits and KPIs.

· Develop and implement the implement departmental strategies and action plans in accordance with the strategic plans.

· Direct work assignments of all staff under direct supervision and coordinate with other operating departments on matters related to butler operations.

· Ensure the butler team deliver the expected signature “Raffles Butler” service.

· Ensures guests receive the experience as detailed in SOPs, quality standards and aim to achieve the established scores and goals.

· Ensure guests are taken care of exclusively, paying particular attention to their needs and requests and ensure personal recognition.

· Seek continuous improvements in service processes and delivery excellence.

· Take charge and ownership of any arising guest issues, coordinate and manage communication between guests and the teams and follow up to ensure complete service recovery promptly.

· Analyse guest feedback and provide strategic direction to continuously improve overall guest stay experience and related KPIs.

· Ensure each butler station has sufficient inventory levels, good maintenance and general upkeep of area, equipment and operating supplies.

· Stay abreast of the events and activities in the city that are of interest to the guests.

· Lead, manage, supervise and coach the Butler team.

· Conduct performance review for the Butler team.

· Conduct on-the-job training for the team.

· Plan duty roster effectively and productively.

· Conduct daily shift briefing.

· Observe all brand/operating standards and/or LQA.

· Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to security / talent & culture team immediately.

· Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.

· Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

· Degree/Diploma in Hospitality/Tourism or equivalent

· Minimum 5 years of relevant hospitality working experience in a managerial appointment

· Strong business acumen, critical thinking and strategic decision-making skills

· Strong human relations and influencing skills

· Strong communications (verbal and written), planning and coordination skills

· Ability to work independently and take initiative

· Strong time management skills

· Creative and resourceful

· Understand the needs of international luxury travellers

· Possess strong local hospitality market knowledge

· Flexible with working days and hours including weekends and public holidays

JOB SUMMARY

Reporting to the Head Butler, the Butler is at the center of the guest service experience. The role encompasses a spectrum of responsibilities from pre-arrival, arrival, in-house, departure and post-stay arrangements. The Butler strives to listen attentively, observe all details, and personalise any interaction with the aim to anticipate and be intuitive of guests’ needs and wants. The Butler is an ambassador of the hotel, knowledgeable and well-versed in all operations including Front Office, Housekeeping, Food and Beverage and Spa & Wellbeing.

What you will be DOING:

· Take responsibility and ownership in creating personal connection with guests.

· Attend daily briefing and take notes of all information about the guests and functions in the hotel.

· Stay abreast of the events and activities in the city that are of interest to the guests.

· Ensure special preferences of all guests are taken into consideration.

· Engage and customise check-in procedures, villa set-up, and villa orientation.

· Offer welcome drinks, create bespoke destination itineraries and dining recommendations.

· Anticipate intuitively guests’ needs and wants through observations and interactions and orchestrate celebration of special occasions.

· Provide service offerings such as unpacking, packing, regular laundry handling, shoe-shine service.

· Work closely with in-villa dining team and engage / customize bar set-up and replenishment of amenities for occupied villas.

· Acts as a link for guests with all other operations of the hotel and ensure all villas receive prompt, courteous and professional service.

· Take ownership and attend to any guest enquiries and requests promptly and communicate instantly with respective departments necessary to ensure prompt follow-up with guests and ensuring their satisfaction.

· Ensure all communication is carried clearly amongst the team.

· Liaise with in-villa dining and housekeeping teams to check on a regular basis in ensuring amenities, guest preferences and other such points are taken care of and carried out flawlessly to ensure a seamless in-villa dining and cleaning experience.

· Clear and replace dirty plates, cutleries, glasses etc. while replenishing amenities and bars for occupied villas.

· Keeps track of all DND villas and communicate to related operations for further follow up.

· Offer assistance for departure arrangements.

· Thank and bide fond farewell to guests.

· Clean and maintain Butler station.

· Undertake ad-hoc operations tasks/projects as assigned.

· Observe all brand/operating standards and/or LQA.

· Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to reporting manager immediately.

· Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.

· Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

· Diploma/GCE ‘O’ level/Certificate in Hospitality or equivalent

· Minimum 2 years of hospitality experience.

· Possess positive service mindset and attitude

· Good human relations and influencing skills

· Good communications (verbal and written), planning and coordination skills

· Ability to work independently and take initiative

· Work well under pressure with good time management skills

· Creative and resourceful

· Understand the needs of international luxury travellers

· Possess good local hospitality market knowledge

· Flexible with working days and hours including weekends and public holidays

JOB SUMMARY

Reporting to the Cluster Director of Talent & Culture, the L&D Manager is responsible for creating a strong learning & development environment through evaluating development needs, designing and delivering programs, assessing learning effectiveness to support achievement of business goals and objectives.

What you will be DOING:

· Conduct annual L&D needs analysis and budget.

· Plan L&D priograms to meet the skill and competency requirements to address and narrow the peformance gap in order to support both short-term and long term business goals and objectives.

· Identify and implement appropriate AccorHotels Academie programs and/or the Leadership Capability Framework (LCF) to address performance gaps.

· Develop and conduct induction programs for heartists to settle into their role seamlessly.

· Deliver all brand heartist, guest experience and quality standards programs.

· Seek feedback and evaluate the effectiveness of L&D programs/activities.

· Create a strong L&D environment where each heartist has a personal development plan and has access to learning opportunities.

· Participate actively in the ACCOR Certified Trainers Network.

· Assist in the annual performance review and the development of an effective succession plan.

· Work closely with respective department head to identify their departmental L&D needs especially the star heartists to support their personal development and career growth with the company.

· Develop and implement the On-The –Job Training (OJT).

· Coach and guide the respective department OJT trainers on its implementation.

· Liaise and coordinate with all external L&D providers.

· Maintain accurate records and reports of L&D programs/activities.

· Establish and maintain good working relationships with all stakeholders.

· Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to reporting manager immediately.

· Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.

· Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

· Degree/Diploma in Human Resource Management or equivalent

· Minimum 5 years of L&D or relevant experience in a managerial appointment

· Good business acumen, critical thinking and strategic decision-making skills

· Strong human relations and influencing skills

· Strong communications (verbal and written), planning and coordination skills

· Ability to work independently and take initiative

· Strong time management skills

JOB SUMMARY

Reporting to the Cluster Director of Facilities, the Chief Engineer is to manage and supervise the entire Engineering operation of the hotel. Areas included are mechanical & electrical equipment maintenance; air condition ventilation and refrigeration; plumbing, hot water system; structure ground and landscape; energy saving and other necessary work and documentation to maintain the property in an optimum and efficient condition without compromising the safety and comfort of the guests and the team.

What you will be DOING:

· Plan, execute and control all engineering works.

· Liaise, coordinate and supervise contractors on site for contracted job tasks in accordance with the contractual terms and conditions/ warranties. etc.

· Assist to develop and execute both long-term and short-term preventative maintenance and asset protection plans for building, guest rooms, plants and machineries and related equipment to ensure they are carried out dutifully.

· Ensure adequate inventories of tools, supplies and parts to manage repair requests timely.

· Ensure proper follow-through on all maintenance issues/requests timely.

· Manage and conduct checks to ensure all electrical and mechanical equipment are in good working condition at all times.

· Conduct safety inspections on all plants and machineries in compliance to statutory regulations and requirements.

· Responsible for any major equipment breakdowns and emergency situations in the hotel.

· Maintain purchasing record and equipment manuals etc.

· Ensure building and equipment licenses, permits and certifications are updated and valid at all times.

· Trouble-shoot all Engineering related issues and take immediate corrective actions.

· Assist to develop an engineering operating strategy that is aligned with the business strategy.

· Assist to develop and manage Engineering annual/monthly operating budget and capital expenditure.

· Manage monthly controllable expenses effectively (e.g., wages, heat, light and power, water consumption, tools and equipment, contract works, inventory, etc.).

· Participate and supervise renovation activities to ensure timely completion of projects within budgetary guidelines where applicable.

· Implement energy conservation plans and measures and conduct energy audits to ensure efficient consumption.

· Undertake renovation and/or ad-hoc special project as assigned.

· Conduct feasibility study and implement specific building/engineering projects where applicable.

· Lead, manage, supervise and coach the Engineering team.

· Conduct performance review for the Engineering team.

· Conduct on-the-job training for the Engineering team.

· Plan duty roster effectively and productively.

· Conduct daily shift briefing.

· Observe all brand/operating standards and/or LQA.

· Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to security / talent & culture team immediately.

· Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.

· Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

· Degree/Diploma in Engineering or equivalent

· Minimum 5 years of relevant hospitality engineering working experience in a managerial appointment

· Strong business acumen, critical thinking and strategic decision-making skills

· Strong human relations and influencing skills

· Strong communications (verbal and written), planning and coordination skills

· Ability to work independently and take initiative

· Strong time management skills

· Flexible with working days and hours including weekends and public holidays

JOB SUMMARY

Reporting to the Cluster Director of Corporate Communications, the Marketing Communications Manager is responsible for creating and executing brand marketing campaigns and managing customer database. He/She will also oversee the development of marketing materials and collateral, manage email campaigns, and engage in community outreach.

What you will be DOING:

Budget, Advertising (Print, Digital and Social), Public Relations, Partnerships and Brand Website

· Oversee the hotel’s annual Marketing Communications budget and ensure alignment with the marketing plan, with action plans that are measurable.

· Track expenses and ensure cost effectiveness and ROI and manage monthly expense forecast.

· Monitor and maintain media schedules as well as prompt settlement of invoices.

· Develop an annual Marketing Communications plan that includes advertising plans (print, digital and social), aimed at achieving results and developing awareness in line with the approved budget and monthly KPIs.

· Foster strong media relations and generate media coverage.

· Pitch and negotiate for exclusive event coverage or special feature stories.

· Write press releases and maintain good relationship with various media and influencers.

· Coordinate media and social media interest and ensure regular contact with target media and influencers and appropriate response to media requests.

· Maintain and update media and partners’ databases.

· Track media monitoring on resort’s publicity in various publications.

· Respond to all media requests.

· Compile and maintain a comprehensive list of media contacts and take full responsibility for the key media by maintaining and developing close relationships, both local and regional.

· Invite target media for Hotel tour and to review restaurants, bar and spa experiences.

· Prepare and disseminate press releases for appropriate targeted media, locally, regionally and internationally as per the PR activity plan.

· Develop sponsorship/partnership relationships with key marketing partners within the local market and Sentosa Development Corporation to drive access to key databases.

· Play a key role in community, industry relations and VIP activities.

· Evaluate sponsorship requests and manage on-ground activation of sponsored events.

· Maintain and update brand website exposure that will support market penetration and awareness in local and global markets, in line with positioning and branding requirements.

Marketing Collateral and Visual Content Management

· Oversee the development of Food and Beverage, Sales, Wedding, Spa and Resort collaterals, advertising and promotional activities in conjunction with the annual Marketing Communications plan.

· Oversee the production of print materials (guest collateral, brochures, F&B and Spa promotional brochures) following the specifications stipulated in the Brand manual.

· Manage F&B, Spa, Weddings,Rooms, MICE collateral and Accor Plus submissions.

· Copywrite all the Resort’s collaterals, brochures, website, newsletter, etc.

· Supervise the production and quality of all displays and temporary signage in the public areas.

· Organise and oversee the development and execution of still photography, graphics and videography assets.

· Oversee the visual storytelling for off and online media, print, video and social media spaces.

Brand Reputation

· Respond to daily guest reviews (complimentary reviews) on TripAdvisor, OTA and Trust You platforms.

· Oversee Crisis Communications issues through prompt coordination with key stakeholders and communications as led by Senior Management.

Sustainability and CSR

· Work with stakeholders to raise the profile of sustainability and CSR initiatives internally and externally.

· Create communications materials and narratives that promote the initiatives among guests, the media and the public.

· Oversee resort-wide progress of the initiatives on a monthly basis and for audits.

General

· Perform related administration tasks and compile monthly publicity report and media clippings summary.

· Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to reporting manager immediately.

· Participate and contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.

· Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

· Degree in Public Relations, Media and Communications, Hospitality Management, or equivalent.

· Minimum 5 years of experience in marketing in a managerial appointment.

· Good business acumen, critical thinking and strategic decision-making skills.

· Strong human relations and influencing skills.

· Strong communications (verbal and written), planning and coordination skills.

· Ability to work independently and take initiative.

· Strong time management skills.

· Creative and innovative mindset.

· Detail-oriented and highly organised.

· Composed and confident in dealing with luxury clientele.

. Strong media networking and contacts

JOB SUMMARY

Reporting to the Cluster Director of Finance, the Finance Manager is responsible for ensuring timely & accurate financial reporting according to accounting standards and in line with the Hotel’s policy & procedures.

What you will be DOING:

· Oversee the Finance and Accounting department of the hotel.

· Ensure that the books, records and accounts are maintained accurately and fairly reflect the transactions and administration of the assets of the hotel.

· Devise and maintain a system of internal accounting control sufficient to ensure that transactions are executed in accordance with Management’s general and specific authorisation and in compliance with generally accepted accounting principles and specific legislation.

· Assist in the preparation of the hotel’s yearly operating budget

· Assist in the development and implementation of financial plans, budgets, and forecasts.

· Conduct financial analysis to identify trends, variances, and opportunities for improvement.

· Provide insights and recommendations to the hotel management for strategic decision-making.

· Prepare and analyse financial reports, including income statements, balance sheets, and cash flow statements.

· Ensure accurate and timely financial reporting in compliance with regulatory requirements and company policies.

· Collaborate with department heads to create departmental budgets and monitor expenditures.

· Establish and maintain effective internal control procedures to safeguard hotel assets.

· Conduct regular audits to ensure compliance with financial policies and procedures.

· Oversee cash handling processes, including the management of petty cash and cash flow projections.

· Monitor bank balances and reconcile accounts regularly.

· Supervise the use of financial software and systems, ensuring accurate and efficient data entry.

· Provide training and support to staff members on financial procedures and systems.

· Ensure compliance with local, state, and federal tax regulations.

· Work with external auditors and tax authorities as needed.

· Lead and manage the finance team, providing guidance and support.

· Foster a positive and collaborative work environment.

· Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to reporting manager immediately.

· Participate and contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.

· Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

· Degree/Diploma in Accounting / Finance or equivalent

· Professional certifications (e.g., ACA, ICAS, ACCA, CIMA) will be an added advantage

· Minimum 5 years of Accounting / Finance or relevant experience in a supervisory capacity

· Familiar with the hospitality industry and knowledge in Oracle Cloud and SunSystem is an added advantage.

· Strong proficiency in MS Office Applications especially Excel

.

· Strong business acumen, critical thinking and strategic decision-making skills.

· Strong human relations and influencing skills.

· Strong communications (verbal and written), planning and coordination skills.

· Ability to work independently and take initiative.

· Strong time management skills.

· Detail-oriented and meticulous.

JOB SUMMARY

Reporting to the Cluster Director of Corporate Communications, the E-commerce & Digital Marketing Manager will work closely with the Cluster Director of Commercial Strategy & Sales and Cluster Director of Revenue Management to ensure a cohesive approach to align digital strategies on direct and indirect with revenue goals. This role involves managing the hotel websites, OTAs, CRM, digital marketing and social media campaigns to ensure consistent and effective online engagement with potential and existing guests. He/She is also responsible for determining tactical efforts, which drive revenue to the hotel on all streams: Rooms, F&B, MICE, Weddings, Spa & other ancillaries.

What you will be DOING:

Strategic planning

· Participate in the strategic planning, marketing plan and budgeting processes to provide expert input.

· Build digital yearly plan covering all digital channels and levers (direct and indirect).

Website Management

· Oversee the design, functionality, and content of the hotel website (All.com / Brand.com / Standalone).

· Ensure the websites is optimised for SEO and user experience.

· Regularly update the site with current promotions, events, and relevant content to push Rooms, F&B outlets, MICE, Weddings and Spa.

OTAs

· Manage relationships with Online Travel Agencies (OTAs) such as Booking.com, Expedia, etc.

· Coordinate OTA strategy together with the Director of Revenue Management.

· Optimise listings and manage content on all third-party websites.

· Monitor and analyse performance metrics to enhance visibility and conversions.

· Activate and manage digital tools on OTAs platforms (Booking.com Sponsored Ads, Expedia Travel Ads, Packages, Visibility Boosters, etc.)

Digital Marketing

· Develop and implement comprehensive digital marketing strategies, including SEO, content and email marketing with focus on Rooms, F&B outlets and MICE.

· Coordinate with the marketing team to ensure brand consistency across all digital platforms (images, videos, descriptions, offers, etc.).

· Handle the email marketing with the third-party tool for Rooms, F&B and other outlets in line with the strategy and corporate guidelines.

· Manage hotel’s online reputation to identify areas for improvement in guest experience.

· Work with the guest relations team to address any online guest complaints or issues promptly.

Social Media Management

· Execute social media strategies together with a marketing team to enhance brand awareness and engagement.

· Curate content for platforms such as Facebook and Instagram.

· Monitor social media channels coverage and performance.

Data Analysis and Reporting

· Analyse data from various digital platforms to track performance and identify opportunities for improvement.

· Measure and report the performance of all digital marketing campaigns and assess against goals.

· Prepare regular reports on key metrics, such as website traffic, conversion rates, and revenue generated from digital channels.

· Monitor third party intelligence sources to identify revenue opportunities (OTA, GDS, market studies, web tools and levers).

General

• Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to reporting manager immediately.
• Participate and contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.
• Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

· Degree in Marketing, Business, Hospitality Management, or equivalent.

· Minimum 5 years of experience in e-commerce, digital marketing in a managerial appointment.

· Good business acumen, critical thinking and strategic decision-making skills.

· Strong human relations and influencing skills.

· Strong communications (verbal and written), planning and coordination skills.

· Ability to work independently and take initiative.

· Strong time management skills.

· Creative and innovative mindset.

· Detail-oriented and highly organised.

· Composed and confident in dealing with luxury clientele.

· Strong understanding of current digital marketing concepts.

· Strong understanding of SEO, SEM, and online marketing strategies.

· Knowledge of hotel management software and OTA platforms is an added advantage.

· Proficiency in web analytics tools (e.g., Google Analytics) and content management systems (CMS).

· Be familiar with the latest digital platforms to maximise revenues.

JOB SUMMARY

Reporting to the Cluster Director of Revenue Management, the Assistant Revenue Manager will assist in determining strategic goals and tactical efforts, which drive revenue to the hotel on all streams.

He/she will assist in maximizing the performance through inventory, pricing, distribution strategy; ensures the best interest of profitability is served as well as the integrity of rates and long-term customer satisfaction.

What you will be DOING:

• Monitor key Revenue Management and E-commerce indicators of hotel performance. Share and prepare analysis & materials for the weekly Revenue Strategy Meetings. Measure and report the performance of all digital marketing campaigns and assess against goals.
• Tracking and analysis of competitive set pricing, yield strategies and digital presence, gaining the ability to predict the comp set reaction to changes in the marketplace.
• Forecasting activity.
• Monitor third party intelligence sources to identify revenue opportunities (OTA, GDS, market studies, web tools and levers).
• Works with
• Heads of Sales and Marketing Team to encourage strategic selection of the right business segment, determine effective and engaging offers.
• Reservations and Front Desk to ensure to maximize profit. Provides training on upselling and negotiating techniques.
• Revenue Culture: Liaise with all teams to ensure revenue management principles are understood and followed.
• Maintains and improves rate standards, policies, procedures.
• Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to reporting manager immediately.
• Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.
• Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

• Degree/Diploma in Revenue Management or equivalent
• Minimum 3 years of revenue management or relevant experience in a managerial appointment
• Good business acumen, critical thinking and strategic decision-making skills
• Good human relations and influencing skills
• Good communications (verbal and written), planning and coordination skills
• Ability to work independently and take initiative
• Strong time management skills
• Good knowledge of Opera Cloud and Revenue related systems (PMS, Office, IDeaS, CRS, GDS)
• Be familiar with the latest digital platforms to maximize revenues.

JOB SUMMARY

Reporting to the Cluster Director of Revenue Management, the Reservations Manager is responsible for overseeing the day-to-day operations of the Reservations office, contributing to a seamless and delightful experience for our guests. He/She is also responsible for handling all general enquiries of the Hotel.

What you will be DOING:

• Maintain complete knowledge of all food & beverage services, contents & preparation methods, outlets and hotel services/features to promote its products and services.
• Understand Revenue management strategies, up-sell and promote Hotel facilities & services at every available opportunity in order to maximize sales revenue.
• Determine guest needs and quote the appropriate room and rate as per requirements
• Manage the reservations process and operations to deliver excellent guest experience and meet the financial targets for the Hotel.
• Ensure the communication and dissemination of information to the various operations and support departments is timely, accurate and well-communicated.
• Build platforms of communication between Front Office and Reservations with the objective of better information sharing and improving the arrival experience.
• Enforce pre-check and check control procedures.
• Ensure that emails are actioned promptly and professionally, to be discreet in maintaining guests' confidentiality.
• Promote internal sales and upselling all facilities.
• Ensure all related systems are correctly configured, validated and working to full capacity.
• Be responsible for practices to reach optimal profitability and occupancy of rooms
• Drive and create excellent guest experience through their booking experience.
• Respond to enquiries about hotel products and services by telephone and/or email according to standard guidelines.
• Lead, manage, supervise and coach the reservations team.
• Conduct performance review for the reservations team.
• Conduct on-the-job training for the reservations team.
• Follow all workplace safety and security policies and procedures. Report accidents, injuries and incidents to reporting manager immediately.
• Participate & contribute actively in all Corporate Social Responsibility and Sustainability initiatives organised by the Hotel.
• Perform any other duties and responsibilities that may be assigned.

Your experience and skills include:

• Degree/Diploma in Hospitality/Tourism or equivalent
• Minimum 3 years of reservations experience in a managerial appointment
• Good business acumen, critical thinking and strategic decision-making skills
• Good analytical and numerical reasoning.
• Strong human relations and influencing skills
• Strong communications (verbal and written), planning and coordination skills
• Ability to work independently and take initiative
• Strong time management skills
• Strong knowledge of Opera Cloud