The Management Associate will undergo a structured 24-month Leadership Development Programme designed to build a strong foundation in Rooms, Food & Beverage and hotel operations. Through hands-on operational exposure and rotations across various hotel departments and restaurant concepts, the trainee will develop comprehensive knowledge of hotel operations, service excellence, and cross-functional collaboration. Rotations will be tailored to business and operational requirements, as well as the trainee's individual development needs and career aspirations.
The Management Associate will also have opportunities to participate in special projects and business initiatives under the guidance of senior leaders across the hotel. Through ongoing coaching and mentorship, the trainee will develop leadership, managerial, problem-solving, and decision-making capabilities, while gaining the knowledge and experience required to deliver Raffles luxury service standards and progress towards future management responsibilities.
Primary Responsibilities
Rooms Operations
- Rotates through key departments within Rooms and related areas (e.g. Housekeeping, Butler Services, Front Desk (Lobby Operations), Concierge).
- Understands and follows job duties as outlined in departmental Job Descriptions.
- Completes all scheduled stages including cross-training and special assignments.
- Assists in managing guest arrivals, in-stay experiences, and departures in line with Forbes, LQA and Raffles LSOP standards.
- Responds to guest feedback and contributes to service recovery with guidance from managers.
- Completes assigned special projects contributing to guest satisfaction, process improvement, or team development.
- Ensures all activities align with the Raffles Brand& Culture and the Heartist framework.
Food & Beverage Service
- Provides excellent service at all times to all of our guests based on established hotel standard operating procedures.
- Is always well presented and adheres to hotel's grooming standard.
- Greets and farewells guests and colleagues in a friendly and courteous manner.
- Assists colleagues and guests efficiently and in a professional manner.
- Takes responsibility for residents and guest belongings in the restaurant or bars.
- Has extensive knowledge of our food & beverage menus in order to service our product, including liquors and cocktails.
- Undertakes F&B special projects as directed by F&B leaders and/or mentor.
Management and Leadership of Outlet
- Proactive, innovative with in depth market knowledge.
- Observes colleague's individual performances, grooming, and punctuality and communicates with the managers accordingly.
- Provides a high level of Safety and Security for guests and colleagues.
- Checks daily opening and closing duties.
Provides a Leading and Consistent Guest Experience
- Constantly obtains guest feedback during operation ensuring guest satisfaction.
- Handles minor complaints and reports to the managers for proper follow up.
- Maintains levels of confidentiality and discretion of the guest, colleagues, operator at all times.
- Promotes sales through direct guests contact.
- Builds strong relationships with local guests and builds loyal following as foundation for a successful operation.
Management and Leadership
- Serves as a role model in guest service delivery and team collaboration.
- Supports managers in supervising daily shift operations and provides guidance to junior colleagues.
- Demonstrates initiative in team leadership activities including shift briefings, daily task planning, and guest follow-up.
- Observes and provides input on colleague performance, grooming, and punctuality.
- Provides a safe and secure environment for guests and colleagues by adhering to WSH and hygiene protocols.
Training, Learning and Development of the Team
- Participates in monthly development reviews with the Hotel Manager and People & Culture.
- Conducts and assists in on-the-job training, departmental orientation for new hires, and guest service simulations.
- Keeps detailed records of training exposure and submits required documentation on time.
- Completes all components of the Raffles Leadership Development programme.
- Conducts regular on the job trainings for colleagues to develop their skills and knowledge.
- Guides the departmental orientation for new hires.
- Ensures that colleagues are aware of hotel rules and regulations.
- Ensures that colleagues are trained on fire and safety, emergency procedures and hygiene.
Other Responsibilities
- Embraces changes and demonstrates agility in adapting to operational demands.
- Supports Corporate Social Responsibility and sustainability efforts such as Green Globe initiatives.
- Ensures NEA rules and regulations are met and achieved.
- Upholds Accor values of Guest Passion, Trust, Sustainable Performance, Spirit of Conquest, Innovation, and Respect.
- Performs any other duties and responsibilities that may be assigned.
Candidate Profile
- Degree in Hospitality, Tourism, or a related field.
- Previous experience in luxury hotel is an advantage.
- Fluent in spoken and written English proficiency in a second language is desirable.
- Demonstrates strong interpersonal, presentation, and communication skills.
- Curious, self-motivated, and eager to grow in a dynamic luxury environment.
- Detail-oriented and committed to delivering impeccable guest experiences.
- Culturally sensitive and a team player who collaborates across functions.
- Flexible and embraces change and innovation.
- Able to handle pressure, resolve challenges, and make sound judgments.
- Tech-savvy, with basic knowledge of hotel systems, such as Opera PMS (Opera Cloud) and Microsoft Office.
