Company 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.
Job Description
RESPONSIBILITIES
Operation
1. To act as a team player, providing effective day to day communication with colleagues andguests
2. To ensure service areas/ guest corridors and back of house stairs are kept clean and tidy at all times
3. To perform routine/ spring cleaning, delivering a service to consistently meet and exceed guest expectations
4. To ensure all storage areas within department are maintained to a consistent high standard
5. To drive innovation, identify and resolve issues to improve housekeeping standards
6. To anticipate guest needs to exceed expectations and effectively manage difficult service situations
7. To adopt a “one team” approach with Floor Housekeepers and Room Attendants
8. To carry out room moves, furniture arrangements and set ups as requested
9. To ensure store rooms are clean, free of rubbish and neatly presented and the stock lists are updated
10. To take ownership of the master key, dect phone and device, following the sign in/out procedure
11. To ensure that House Porter equipment is safe to use, operated and stored correctly
12. To action all reasonable requests from Housekeepers, Room Attendants and guests in a timely fashion
13. To carry out spring cleaning duties as directed by the Junior/Floor Housekeeper
14. To assist in implementation and monitoring of PPM of bedrooms and public areas
15. To assist with interviewing, hiring, induction & succession planning of House Porter team
16. To be flexible in your working hours in line with business requirements
17. To follow the lost property procedure
18. To work closely with the Head Linen Porter to meet business requirements and create and efficient workforce
19. To manage and monitor collection and delivery of guest laundry as per Knowcross requests from guest rooms following the valet procedure
20. To carry out regular checks on House Porter daily tasks ensuring they meet The Raffles/AA standards
21. To carry out regular floor walks of public areas
22. Additional responsibilities in absence of line manager or senior employee.
23. To be flexible in your working hours, in-line with business requirements and evening shifts
24. Performs other duties as required or assigned including working in a different department or restaurant, than usually assigned.
Leadership
25. To be well groomed and wearing a clean uniform at all times
26. To ensure correct dress code & grooming of team members
27. To observe and train the House Porter team on DND policy when delivering guest work to rooms
28. To ensure that the House Porter team follow closed door policy at all times
29. To accept and distribute incoming deliveries according to SOP
30. To respond to guest requests in a timely manner according to LQA standards and The Raffles standards
31. To respect guest privacy by being quiet and respectful in the corridors and the service space
32. To monitor and evaluate the House Porter team performance through regular reviews
33. To use the chemicals according to the training / COSSH
34. To monitor House Porter team to ensure guests receive prompt, courteous and intuitive service
Qualifications
QUALIFICATIONS, SKILLS & EXPERIENCE
Essential
35. Ability to communicate clearly and efficiently in English.
36. Recent experience within in 5-star hotels or a similar role
37. Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation
38. To provide exceptional service for the guests with attention to details.
39. Able to work within a team
40. Ability to multitask and remain calm under pressure
41. To be detail-oriented
Desirable
42. An understanding of the luxury sector.
43. A passion for hospitality.
Note
This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the jobholder and the job description amended accordingly.
Further requirements/responsibilities can be found in the employee handbook.