Raffles London at The OWO, located on London's historic Whitehall, combines the allure and heritage of Raffles with a prestigious address associated with luxury, glamour, and adventure.
This Grade II* listed Edwardian building has been transformed into a luxury hotel with 120 rooms and suites, along with 85 branded residences. The property features nine restaurants and three bars, including one by renowned chef Mauro Colagreco. Guests can enjoy the Guerlain spa, Pillar Wellness, and a grand ballroom, The Whitehall, which hosts various events.
Historically, these walls have hosted legendary statesmen and women; today, they invite guests to experience new emotions and connections. At Raffles, guests arrive as strangers, leave as friends, and return as family.
SCOPE OF POSITION
Your role involves managing and supervising the residences division at The OWO Residences by Raffles. You will work closely with the Director of Residences to oversee estate management, lead the concierge team, and enhance the residents' experience. The role requires delivering high-quality service, managing service targets, and coordinating support from hotel departments such as security, F&B, spa, housekeeping, and engineering.
Responsibilities
* Leading daily operations of the residences division as Head of Department.
* Implementing and monitoring processes, procedures, and service standards.
* Driving innovation and continuous improvement in resident experience.
* Handling resident concerns and requests effectively.
* Managing resident property information, billing, and service charges.
* Participating in departmental budgeting, monitoring, invoicing, and forecasting.
* Collaborating on business strategies with the Director of Residences.
* Building relationships with residents to foster loyalty.
* Addressing owner feedback and preventing dissatisfaction.
* Supporting a positive work environment for colleagues.
* Providing coaching and training for the residences team.
* Performing additional duties as assigned, including in the absence of the Director.
* Contributing to the five-year growth plan.
Why join our Raffles team?
Benefits include:
* 31 days holiday (including bank holidays), increasing to 35 days with service.
* 20% annual bonus.
* Staff meals during shifts.
* Free dry cleaning for uniforms.
* Employer pension contribution of 9%.
* Enhanced sick leave, maternity, paternity, and adoption pay.
* Life insurance (3x salary).
* Healthcare plans including Bupa and dental.
* Employee assistance programs, including virtual GP and financial advice.
* Season ticket loans and cycle-to-work schemes.
* Gifting for special occasions.
* Paid leave for moving or charity work.
* Development programs tailored to employees.
* Fun events like quizzes, runs, and parties.
* Discounted rates at Raffles London and worldwide through employee benefit cards.
* Opportunities for international development across Accor's brands.
Our Raffles Values
Be You: Show creativity, enthusiasm, and personality.
Be Kind: Demonstrate humility and generosity through emotional connections.
Be Happy: Uplift others with positivity and joy.
Be Confident: Share knowledge openly to achieve excellence.
Have Your Purpose: Care and take responsibility to make a tangible impact on the business.
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