Guest Experience Executive

Company Description

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. ​

Job Description

An exceptional opportunity presents itself for a Guest Experience Executive to join Rooms Department at Raffles London at the OWO.

Reporting into Front Office Manager, 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.

 

Specifically, as the Guest Experience Executive, your responsibility’s will include:

• To have a strong understanding of established team goals and standard operating procedures, while being able to deliver on these shared goals within a Team based environment.
• Providing a professional and courteous service to our guests, whilst maintaining LQA and Forbes standards across the operation.   
• Taking and proactive approach towards resolving guest complaints, inquiries or concerns in a courteous and efficient manner, whilst being able to identify appropriate situations when these should be escalated.
• Ensuring that appropriate follow through is made with all guest requests and ensuring that problems are resolved, with expectations being exceeded.
• Maintaining good organisational skills towards daily tasks and ensuring these are carried out with a high level of efficiently and professionalism.
• Additional responsibilities as assigned in absence of the line manager or Front Office Manager.
• Ensuring knowledge of hotel operations and events are constantly up to date.
• Proactively assists with delivering 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.
• Good product knowledge of outlet layouts and operations to assist guests with making both larger group and to accommodate special requests.
• Performance of additional duties as required or assigned including working in different departments than usually assigned.
• Additional responsibilities in absence of line manager or senior employee.
• Performs other duties as required or assigned including working in a different department or restaurant, than usually assigned.

 

Who are we looking for?

• Experience with OPERA PMS, Alliants, Knowcross 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.

Additional Information

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?

Be You:  Be creative, innovative, and enthusiastic, showing your personality and flair.

Be Kind:  Demonstrates humility and generosity through emotional connection with colleagues and guests.

Be Happy:  Consistently uplifting colleagues and guests through a joyful connection and positive personality.

Be Confident:  Openly shares knowledge and skills with other colleagues to achieve excellence.

Have Your Purpose:  Demonstrating care and responsibility within your role, to make a tangible impact on the business.