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.