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 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.