Spa Butler

Join us in bringing the Raffles experience to London. The Raffles name is synonymous with luxury, glamour and extraordinary adventure. 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.

Your role will be responsible for welcoming and looking after all residents, guests and members who enter the spa, fitness, and pool areas. The Spa Butler ensures the guests experience is up to the standards of the brand by dealing with them directly and addressing the details behind the scenes to go above and beyond the guest expectations. Their objectives include assisting guests with spa related information, giving them personal attention, anticipating their needs and being an escort to the appropriate facilities.

Responsibilities:

• Greet all arriving and departing guests by name, inquire about their level of satisfaction of the services, and always maintain positive relations.
• Recognise arrivals of all VIP guests arriving in both the spa and hotel, using name recognition whenever possible.
• Responsible for driving the guest experience and communication amongst the colleagues orchestrating a smooth guest sequence delivery.
• Ensure guest and member preferences and special requests and guest recognition are accommodated to the best of the property’s abilities.
• Ensure the spa is receiving the highest ratings from the TrustYou VOG scores as well as LQA and Forbes guest satisfaction.
• Maintain guest confidentiality at all times whilst communicating guest preferences to relevant departments and co‑workers.
• Deal with any guest complaints, comments or concerns with discretion and urgency.
• Maintain the provision of amenities and towels, this includes stocking fresh ones and collecting used ones and delivering them to the needful delivery points.
• Ensure treatment area lighting and music levels are correctly set and maintained.
• Knowledgeable of the spa’s reservation systems, POS system, operation & control system and laundry equipment.
• Maintain the appearance of all therapy facilities including prep, treatment areas, all guest access areas, and any supporting facilities.
• Retrieve and deliver linen daily to the main laundry and count to ensure no linen is missing.
• Roll and stock towels in guest areas as per the standard.
• Ensure all lockers are stocked to standard with appropriate supplies.
• Prepare, deliver and present drinks and refreshments in a hygienic and professional manner.
• Clean and disinfect all areas of the spa including showers, bathrooms, reception, wet and thermal areas, guest lounges, staff rooms and prep area and also within the treatment rooms when asked to support.
• This role also covers the fitness area and pool.
• 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.

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.

Essential Qualifications, Skills & Experience:

• Passion for wellness.
• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
• 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.

Desirable:

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

Why join our Raffles team?

• 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 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.