Company Description
Come and join us in bringing the Raffles experience to London
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.
Job Description
The Raffles London
Raffles London at The OWO and The OWO Residences by Raffles operates a 120 room and suites flagship hotel at the iconic Old War Office building along with a collection of 85 exceptional branded residences at this landmark destination on Whitehall, including 12 distinct restaurants and bars Including our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness, and a 600 seated-capacity grand ballroom.
Scope Of Position
The Spa Reservations Agent is predominantly back-of-house role within the Spa & Wellness operation at Raffles London. The position plays a critical role in shaping the guest experience behind the scenes, overseeing spa diary management, reservations strategy, guest communication, and revenue optimisation.
While primarily administrative and commercial in nature, the role has a strong focus on curating seamless guest journeys, including the coordination of guest celebrations, VIP experiences, and bespoke wellness itineraries. The role will also require some front-of-house presence at the spa or concierge desk to support service delivery and ensure continuity of the guest experience.
Responsibilities
Operation
1. Act as the central point of control for all spa reservations and diary management
2. Ensure optimal utilisation of treatment rooms, therapists, practitioners, stylists, trainers and facilities through strategic scheduling
3. Maintain accuracy and consistency across all booking systems and internal records
4. Support Spa Management with administrative oversight and reporting as required
5. Curate end-to-end spa guest journeys, from initial enquiry to post-visit follow-up
6. Coordinate guest celebrations, special occasions, VIP visits, and bespoke wellness experiences
7. Anticipate guest preferences and personalise arrangements to exceed expectations
8. Liaise with Concierge, Front Office, Events, and Spa teams to ensure flawless execution
9. Maximise spa revenue through intelligent diary management, upselling, and cross-selling
10. Identify opportunities to enhance yield through treatment pairing, add-ons, and retail recommendations
11. Support promotional activity, seasonal offers, and tailored guest experiences
12. Manage all spa-related email correspondence with a refined, timely, and personalised approach
13. Review, maintain, and enhance spa email templates to reflect brand standards and luxury tone of voice
14. Handle complex enquiries, complaints, amendments, and guest feedback with professionalism and discretion
15. Manage group, corporate, and event-related spa bookings from enquiry through to delivery
16. Prepare detailed confirmations, schedules, and itineraries for group and VIP guests
17. Work closely with Sales and Events teams to ensure alignment and service excellence
18. Support concierge and reservations colleagues on spa offerings, systems, and procedures
19. Communicate daily with Spa Teams for the business ahead.
20. Act as a subject-matter expert for spa knowledge and booking best practice
21. Support consistency and excellence across all spa reservations touchpoints
22. Provide front-of-house coverage at the spa or concierge desk during peak periods or operational need
23. Maintain the same high standards of service, presentation, and guest engagement when guest-facing
24. Uphold Raffles’ legendary service philosophy in every interaction, both guest-facing and behind the scenes
25. Maintain discretion, confidentiality, and meticulous attention to detail at all times
Health and Safety
26. Ensure that all potential and real hazards are reported immediately and rectified.
27. Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
28. Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
29. Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.
Qualifications
Qualifications, Skills & Experience
Essential
30. Minimum of 2 years’ experience as a spa reservationist.
31. Passion for wellness and previous experience working in luxury spa’s.
32. Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
33. A proven track record and ability to provide high levels of service under pressure.
34. Exceptional communication and customer service skills, both written and spoken.
35. Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
36. An understanding and willingness to contribute to a 24h operational schedule when required.
Desirable
37. Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.
Disclaimer
38. The information and statements in this Job Description only indicate the general nature and level of work to be performed by the employee. They are not an exhaustive list of all required responsibilities, duties and skills. Additional duties may be assigned and requirements may vary from time to time, in particular during special project periods. You may also be required to work in another position and another department from time to time, dependent on the needs of the business and within reason.
39. Please note that this position will involve an element of pulling, Lifting, Pushing and/or Manual Handling.
40. This position requires the fulfilment of night shift duties based on the operational needs of the business. The ability and willingness to work during these hours is a necessary condition of employment.
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:
41. 28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).
42. Staff meals whist on duty.
43. Free dry cleaning for uniform.
44. Employer pension contribution of 3%
45. Enhanced sick pay.
46. Enhanced maternity, paternity and adoption pay.
47. Life Assurance 1x salary
48. Employee assistance program, including virtual GP and financial advice.
49. Season ticket loans and cycle to work scheme.
50. Colleague gifting to celebrate special occasions.
51. Paid days off to move house or give back time to a charity of your choice.
52. Internal learning and development programmes tailored to you.
53. Fun-filled events, whether that’s a pub quiz, team run or festive party.
54. Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
55. Worldwide development opportunities across Accor’s extensive brand portfolio.
What are the Raffles Values?
Respect: We value the needs ideas and individuality of others; we treat everyone with fairness and dignity.
Belonging: We celebrate our differences. We support each other and we always stand together.
Integrity: We build trust through mutual respect and being authentic.
Empowerment: We have the authority to take initiative and anticipate moments to create unforgettable experiences.
Excellence: We make genuine connections, and we cherish everyopportunity to make the people around us feel special.