Guest Experience Executive

Job description

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.