Raffles London at The OWO on London’s Whitehall, unites the allure and heritage of Raffles with one of the world’s most historic addresses with a name is synonymous with luxury, glamour, and extraordinary adventure. 

This fine Grade II* listed Edwardian building has been transformed with 120 rooms and suites along with a collection of 85 exceptional branded residences. Within The OWO destination there are a total of nine restaurants and three bars, including one by our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness offer the latest in wellbeing, and a 600 seated-capacity grand ballroom, The Whitehall, is perfect for all kinds of special occasions and events.

Within these much-storied walls, where legendary statesmen and women once shaped the modern world, guests are now invited to discover new and inspiring emotions and connections. 

At Raffles, you arrive as a guest, leave as a friend and return as family. ​

Scope Of Position

As an Oasis for the well-travelled and our Raffles promise to provide both an intimate and luxurious experience, our Guest Experience Supervisor provides the necessary guidance and leadership for managing the daily Guest Experience operations at the heart of our communications centre and delivering on this promise to our guests. Holding a discerning eye towards maintaining exceptional operational standards in the communications centre, this is a key role in the Front Office operational structure. You will take great pride in ensuring our operation has a guest centred focus in everything that we do, while contributing towards a supportive and engaging environment within the Guest Experience team to achieve this. This role requires a personable, courteous and efficient manner towards working in a fast paced and ultra-luxury environment, whilst being able to meet the elevated expectations of our guests. 

Responsibilities

Operation

• To assist the Guest Experience Manager in efficiently managing the department according to established team goals and standard operating procedures.
• Ensuring that the team are providing a professional and courteous service to our guests, whilst maintaining LQA standards across the Front Office and Switchboard.  
• Taking, recording and resolving guest complaints, inquiries or concerns in a courteous and efficient manner. Ensuring that appropriate follow through is made and ensuring that problems are resolved and expectations are exceeded.
• Supervision of Guest Experience team, ensuring their daily tasks are carried out with a high level of efficiently and professionalism.
• Maintaining good organisational skills towards daily tasks and ensuring these are carried out with a high level of efficiency and professionalism.
• Additional responsibilities as assigned in absence of the Guest Experience Manager.
• Performance of additional duties as required or assigned including working in different departments than usually assigned.
• Ensuring knowledge of hotel operations and events are constantly up to date and that this is also shared by the wider team.
• Ensures that the team delivers a high level of service to guests making Food & Beverage Reservations, ensuring that these are taken in a professional manner to align with both LQA and Forbes standards.
• Maintaining knowledge of promotions within the hotel outlets in order to actively engage with guests on these options, ensuring that this is also carried out to a high level by the team.
• Excellent product knowledge of outlet layouts and operations to assist guests with making both larger group and to accommodate special requests.
• Developing and documenting steps of service in line with the greater Raffles vision for development of the team and processes.

Leadership

• Ensuring composure under pressure and providing leadership and guidance to the Team when required.
• To be a hands-on leader and mentor for your team.
• To attend and represent the department at management meetings as required.
• To support the team and assist with trouble shooting and resolving client and guest challenges as needed.
• Actively encouraging and promoting employees to be creative and innovative, whilst recognising them for their contributions to the success of the operation.

Health and Safety

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statutes and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Qualifications, Skills & Experience

Essential

• A pleasant telephone manner and the ability to be highly organised with administrative duties.
• Ability to mentor and motivate the Guest Experience Team on a daily basis.  
• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.
• A willingness and eagerness to contribute towards the Front Office departmental objectives in line with the broader Raffles vision.
• A proven track record and ability to provide high levels of service under pressure.
• Exceptional communication and customer service skills, both written and spoken.
• Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
• Well-developed technical and computer skills.
• An understanding and willingness to contribute to a 24-hour operational schedule when required, however this role will not include night coverage as a standard for the Guest Experience Team. 

Desirable

• Experience with OPERA PMS, Alliants, Knowcross, SevenRooms and Alcatel PBX or equivalent systems.
• A degree in Hospitality Management from an accredited educational institution.
• Highly desirable to have at least one years’ experience within a luxury hotel environment.
• Ability to demonstrate previous experience in understanding the requirements for functioning within a high preforming Team.

Disclaimer

• The information and statements in this Job Description only indicate the general nature and level of work to be performed by the employee. They are not an exhaustive list of all required responsibilities, duties and skills. Additional duties may be assigned and requirements may vary from time to time, in particular during special project periods. You may also be required to work in another position and another department from time to time, dependent on the needs of the business and within reason.
• Please note that this position will involve an element of pulling, Lifting, Pushing and/or Manual Handling.
• This position requires the fulfilment of night shift duties based on the operational needs of the business. The ability and willingness to work during these hours is a necessary condition of employment.

This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the jobholder and the job description amended accordingly.

Why join our Raffles team?

Not only will you be joining one of the world’s best hotels you will also receive great benefits including:

• 28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).
• Staff meals whist on duty.
• Free dry cleaning for uniform.
• Employer pension contribution of 3%
• Enhanced sick pay.
• Enhanced maternity, paternity and adoption pay.
• Life Assurance 1x salary
• Employee assistance program, including virtual GP and financial advice.
• Season ticket loans and cycle to work scheme.
• Colleague gifting to celebrate special occasions.
• Paid days off to move house or give back time to a charity of your choice.
• Internal learning and development programmes tailored to you.  
• Fun-filled events, whether that’s a pub quiz, team run or festive party.
• Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
• Worldwide development opportunities across Accor’s extensive brand portfolio.

What are the Raffles Values?

Respect: We value the needs ideas and individuality of others; we treat everyone with fairness and dignity.

Belonging: We celebrate our differences. We support each other and we always stand together.

Integrity: We build trust through mutual respect and being authentic.

Empowerment: We have the authority to take initiative and anticipate moments to create unforgettable experiences.

Excellence:We make genuine connections and we cherish every opportunity to make the people around us feel special.