Job Description
An exceptional opportunity presents itself for a Raffles Ambassador to join the 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 Front Office team to achieve this. This role requires a confident, courteous and warm manner towards building strong relationships with our guests while being predominantly based in our Grand Lobby. We require a strong willingness to work in a fast‑paced and ultra‑luxury environment, whilst being able to meet the elevated expectations of our guests.
Specifically as the Raffles Ambassador:
* Building meaningful relationships with our guests, while creating a sense of place in our Grand Lobby with a heartfelt approach towards achieving this.
* 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 a 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 efficiency and professionalism.
* Additional responsibilities as assigned in absence of the line manager or Front Office Manager.
* Performance of additional duties as required or assigned including working in different departments than usually assigned.
Qualifications
Who are we looking for?
* A confident approach towards building new relationships with guests.
* A genuine and captivating personality, with a true passion for guest service.
* A willingness and eagerness to contribute towards setting up pre‑opening standards and objectives in line with the broader Raffles vision.
* A proven track record and ability to provide high levels of service under pressure.
* Exceptional communication and customer service skills, both written and spoken.
* Strong time‑management skills with the ability to multi‑task while maintaining an immaculate and professional appearance.
* Well developed technical and computer skills.
* An understanding and willingness to contribute to a 24h operational schedule when required, however this role will not include night coverage as a standard.
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 while on duty.
* Free dry cleaning for uniform.
* Employer pension contribution of 3%
* 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.
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