The Raffles name is synonymous with luxury, glamour and extraordinary adventure.
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.
This fine Grade II* Edwardian building has been transformed into a spectacular stage for dazzling celebrations; with fine dining, lively bars, the latest in wellness and beauty therapies, the most luxurious suites and rooms, versatile ballroom and event space.
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.
An exceptional opportunity presents itself for a Receptionist - Front Office to be part of an iconic London property, featured as Lavazza's Highest New Entry Award 2024 at Number #13 in the World's 50 Best Hotel's.
Reporting into the Director of Front Office & Guest Experience, you will provide exceptional operational standards at the front desk, this is a key role in the guest journey.
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 Front Office 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 Receptionist:
You will promote positive colleague relations through an environment that encourages open communication, trust, mutual respect and continuous feedback.
You will be an effective communicator, who adheres to both legal/statutory responsibilities and Company Policies and procedures.
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 Front Office 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 Head of Department.
Performance of additional duties as required or assigned including working in different departments than usually assigned.
What are we looking for?
Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards is highly desirable.
A proven track record and ability to provide high levels of customer 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 24h operational schedule when required.
This roll will include night coverage on a shared rolling rota basis.
What are we offering?
~28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years
~ You will be offered an industry leading base salary, in additional to hotel service charge and upselling commissions
~ Employee benefit card offering discounted rates at Accor properties worldwide
~ Raffles & Fairmont exclusive team member rates & benefits within all brand properties worldwide.
~ Length of service awards for every year of service
~ We offer Life Assurance to all our colleagues
~ Enhanced sick pay
~ Enhanced maternity, paternity and adoption pay
~ Free dry cleaning for uniform and an allowance for personal items
~ 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
~ Worldwide development opportunities across Accor's extensive brand portfolio