Director of Group Sales

Company Description

The Raffles London at The OWO and The OWO Residences by Raffles operates a 120‑room flagship hotel at the iconic Old War Office building along with a collection of 85 exceptional branded residences at this landmark destination on Whitehall.

The hotel boasts 12 distinct restaurants and bars, including our signature chef Mauro Colagreco, the Guerlain spa, Pillar Wellness, and a 600‑seated grand ballroom.

Job Description

• Scope Of Position
• Your role will be responsible for leading, managing and developing the group business, selling rooms, events, and banqueting within Raffles London.
• Ensure all sales calls and leads are fully followed up and logged in line with Raffles standards.
• Build relationships and grow recognition of the hotel.
• Achieve time‑sensitive and budget targets.
• Manage a team of two direct reports.
• Provide leadership, performance reviews, coaching and professional development.
• Be on site to meet and greet clients, work with the events operations and concierge teams to meet guests' needs, and ensure smooth, efficient, luxurious service.

Responsibilities

• Operation
• Responsible for incoming enquiries, from conversion through to a signed contract.
• Work with the Director of Sales & Marketing and the Director of Sales to create and implement a sales strategy in accordance with budget.
• Attend sales missions, networking events, trade shows, and exhibitions as required.
• Prospect opportunities through telephone calls, virtual presentations and in‑person visits to research, penetrate and develop new accounts.
• Deal with group enquiries and provide excellent customer service during every element of the group enquiry process, taking the initial enquiry, negotiating rates, contracting.
• Identify and lead the account management of key clients to ensure revenue is maximised.
• Recognise opportunities to maximise revenue through upselling, conversion and drive repeat business.
• Identify potential changes in the market in a timely manner and pivot to ensure revised strategies are quickly implemented to stimulate alternative demand channels.
• Monitor competitor activity in the market and keep up to date with schedules, state visits, cultural occasions, and political and economic change.
• Coordinate logistics & funding and accompany fam trips to Raffles London to increase awareness, knowledge and loyalty among key opinion leaders and top bookers from the Groups market.
• Ensure strong internal communication with the events team through meetings, pre‑cons, group resumes, banqueting event orders, post‑group reviews and client feedback.
• Have a good understanding of revenue management and work collaboratively with the Director of Revenue Strategy to achieve the hotel's goals.
• Manage the sales system to ensure all information is correct and updated and that all bookings, enquiries and activities are logged to maintain a comprehensive account management system and clean database.
• Work within the boundaries of the budgeted and forecasted sales expenses.
• Ensure payment schedules are clear to clients and always adhered to standards.
• Submit reports to the Director of Sales when required.
• Maintain clear, positive, and regular communication with the Accor National Account Managers, the Regional Sales Offices, and the Luxury Sales Team and work collaboratively to achieve all goals.
• Work with the Director of Sales and the Director of Communications on trade marketing pieces and other ad‑hoc marketing and promotional activities that will support the sales strategy.
• Be entrepreneurial, highly creative and think beyond the boundaries.
• Have very strong knowledge of hotel operations and be ‘hands‑on’.
• Take time to get to know customers, build lasting relationships and remain committed to service excellence.
• Perform other duties as required or assigned, including working in a different department or restaurant than usually assigned.
• Additional responsibilities in the absence of line manager or senior employee.
• Manage a team of two direct reports.
• Provide leadership and performance review, coaching and professional development.
• Leadership
• Ensure composure under pressure and provide leadership and guidance to the team when required.
• Actively encourage and promote 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, Skills & Experience

Essential

• Previous experience working the Group market.
• Minimum of 2 years’ experience in a similar role in a luxury environment.
• Someone who has an extensive network of contacts and relationships within the corporate market or diplomatic market.
• 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.
• 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.

Additional Information

Not only will you be joining one of the world’s best hotels you will also receive great benefits including:

• 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.
• Raffles Values

Respect

We value the needs ideas and individuality of others; we treat everyone with fairness and dignity.

Belonging

We celebrate our differences. We support each other and we always stand together.

Integrity

We build trust through mutual respect and being authentic.

Empowerment

We have the authority to take initiative and anticipate moments to create unforgettable experiences.

Excellence

We make genuine connections, and we cherish every opportunity to make the people around us feel special.

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