Evening Room Attendant

Company Description: The 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 featuring our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness, and a 600‑seated capacity grand ballroom.

Job Description Scope Of Position: To deliver evening service, ensure the cleaning, to maintain guest rooms and corridors up to The Raffles standards. Ensure the turn down service is delivered in time and following the guest preferences. Maintaining cleaning equipment and storage rooms to ensure an outstanding 5 star environment and seamless guest experience. To work closely with the night Porter to provide all necessary supplies and amenities to guest rooms, to maximum guest satisfaction by providing an intuitive service. To act as an ambassador of the Raffles Values during your interactions with guests and colleagues.

Responsibilities:

• Provide the turn down service in time and according to the guest preferences.
• Support morning shift when arrival with the cleaning.
• Maintain cleaning equipment in good working condition.
• Report any loss/damage to linen, furniture, fixtures, or equipment to Supervisor.
• Use the right cleaning chemicals on all surfaces as per standards and training given.
• Ensure service area is well stocked with necessary products and cleaned always.
• Report issues such as equipment and light bulb damage promptly to supervisor or department manager for immediate action.
• Report any lost property found in the rooms and adhere to Lost and Found policy.
• Perform all duties with care towards our guests always ensuring utmost guest satisfaction.
• Respect guest privacy by being quiet and respectful in the corridors and the service area.
• Maintain a clean and efficient 5 Star floor section in‑line with Raffles standards/ LQA.
• Be part of the daily line‑up departmental meeting.
• Additional responsibilities in absence of line manager or senior employee.
• Perform other duties as required or assigned including working in a different department or restaurant than usually assigned.

Health and Safety:

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statutes and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre‑planning a defence against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Qualifications:

• Able to provide exceptional cleaning and service for the guests with extreme attention to details.
• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
• Able to work within a team.
• Professional and well‑groomed.
• 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.
• An understanding and willingness to contribute to a 24h operational schedule when required.

• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

Disclaimer: 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. Please note that this position will involve an element of pulling, lifting, pushing and/or manual handling. 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.