Guest Experience Supervisor

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 Supervisor 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 Supervisor, your responsibility’s will include:

• To assist the Front Office 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 efficiently and professionalism.
• Additional responsibilities as assigned in absence of the Assistant or Front Office 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.
• 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?

• 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 wiliness 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 roll will not include night coverage as a standard for the Guest Services 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.