Director of Rooms in London

Company Description

Raffles Hotels & Resorts is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.

About Raffles London

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. 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.

Job Description

Scope Of Position

The Director of Rooms is the strategic and operational leader overseeing all Rooms Division departments at Raffles London at The OWO, including Front Office, Housekeeping, Laundry, Guest Relations, Butler and Guest Service, Concierge, Security, Spa and wellness. This role ensures that every aspect of the guest experience reflects the sophistication, warmth, and timeless elegance synonymous with the Raffles brand.

As a member of the Executive Committee, the Director of Rooms is responsible for creating and sustaining an environment of refined hospitality, operational excellence, and cultural authenticity. The role demands a balance of visionary leadership, meticulous attention to detail, and an unwavering commitment to service excellence.

The Director of Rooms works collaboratively across all departments to ensure seamless guest journeys from arrival to departure and contributes to the positioning of Raffles London as one of the world’s most distinguished luxury destinations.

Responsibilities

• Provide strategic direction and hands-on leadership for all Rooms Division departments.
• Establish service standards that reflect the Raffles philosophy of gracious, intuitive, and anticipatory hospitality.
• Serve as an active member of the hotel’s Executive Committee, contributing to long-term strategy, guest experience initiatives, and financial performance.
• Partner with the Hotel Manager and General Manager to shape the hotel’s reputation as London’s premier address for discerning travellers.
• Ensure the highest level of personalised service and guest satisfaction across all touchpoints.
• Oversee the performance of Butler Services and Guest Relations to ensure the delivery of bespoke, anticipatory experiences.
• Personally engage with VIP guests, residents, and long-stay clients, fostering genuine relationships that reflect Raffles’ tradition of emotional luxury.
• Monitor guest feedback and implement improvements that enhance comfort, efficiency, and overall sentiment.
• Oversee departmental budgeting, forecasting, and cost control.
• Implement systems and processes that promote efficiency, accountability, and consistency throughout the Rooms Division.
• Lead, mentor, and inspire a diverse team, fostering a culture of excellence, empathy, and continuous improvement.
• Champion training and development initiatives that uphold Raffles’ service ethos and empower team members to excel.
• Promote cross-departmental collaboration to ensure seamless guest experiences.
• Recognise and reward exemplary performance, cultivating engagement and pride within the team.
• Develop and manage the Rooms Division budget, ensuring profitability through strategic cost management and revenue optimisation.
• Analyse performance metrics to identify trends and opportunities for improvement.
• Collaborate with Sales & Marketing and Revenue Management to drive occupancy, rate, and guest loyalty.
• Ensure all operations comply with local regulations, health and safety standards, and Raffles’ global brand policies.
• Uphold sustainable practices in line with the hotel’s environmental and social responsibility commitments.
• Safeguard the security, privacy, and comfort of all guests and residents.
• 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.

Leadership

• Ensuring composure under pressure and providing leadership and guidance to the Team when required.
• Actively encouraging and promoting employees to be creative and innovative, whilst recognising them for their contributions to the success of the operation.

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

Essential

• 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.

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: 31 days holiday.