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- Tasks: Create unforgettable guest experiences and manage their journey from booking to departure.
- Company: Join the luxurious Raffles London at The OWO, a historic landmark.
- Benefits: Enjoy 28 days holiday, free meals, and discounts across Accor outlets.
- Why this job: Be a hotel ambassador and make guests feel at home in a vibrant setting.
- Qualifications: Passionate about hospitality with strong communication and multitasking skills.
- Other info: Opportunities for growth and development within a prestigious hotel group.
The predicted salary is between 25000 - 30000 £ per year.
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, a name synonymous with luxury, glamour, and extraordinary adventure. This Grade II* listed Edwardian building has been transformed with 120 rooms and suites, plus 85 exceptional branded residences. The OWO destination includes nine restaurants and three bars, a Guerlain spa, Pillar Wellness, and a 600-seat grand ballroom, The Whitehall, for various occasions and events. At Raffles, you arrive as a guest, leave as a friend and return as family.
This role describes the scope of position and the experience of Guest Relations within this landmark hotel.
Scope Of Position
As Guest Relations Executive you will be responsible for looking after every aspect of the guest journey, from the moment the reservation is made to the final departure, creating unique memories and ensuring Raffles London at The OWO becomes the destination of choice for guests to return.
Working closely with Front Office, Concierge and Butlers teams, you will ensure efficient communication before arrival—building anticipation and providing guests with insights needed for their trip, while thinking creatively about how to enhance their experience.
You will ensure a warm and genuine welcome for the stay, introducing the Raffles offerings and sharing stories of this Grade II listed landmark, and acting on any further requests guests may have. You will enjoy a freedom of being creative while delighting guests and building rapport.
Responsibilities
- Act as a hotel ambassador promoting hotel offerings and sharing quirks and insights of the hotel’s vibrant history.
- Create a positive environment for both colleagues and guests; proactively obtain feedback and look for clues to enhance guest experience.
- Engage in genuine non-scripted conversations to create a home-away-from-home feel for all guests.
- Remain a first point of contact before guest arrival and follow up on further requests (pre-arrival email, call, Alliants).
- Assist with celebrations hosted during residence.
- Look after kids’ and pets programs.
- Ensure all VIP guests are met and receive a warm welcome and hotel introduction.
- Ensure special requests, preferences and items are available for the entire stay.
- Conduct VIP room checks.
- Manage guest profiles.
- Prepare daily reports and memos in a timely manner and share with relevant teams.
- Collaborate with Executive Office and Sales on recognition initiatives (drinks receptions, gifting programs, VIP arrivals).
- Keep teams informed about in-house guests, movements, special requests, occasions, allergies, dietary requirements, group arrivals and departures.
- Present daily VIP arrivals at morning meetings and provide VIP summaries at Operations Meetings.
- Follow up after guest stays to remain a point of contact for future visits.
- Perform other duties as required or assigned, including working in a different department or restaurant.
Health and Safety
- Report and rectify potential and real hazards immediately.
- Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
- Ensure safety of people and property by adhering to laws and ordinances, and by anticipating hazards and planning defenses.
- Promote general Health and Safety awareness in all tasks and activities.
Qualifications
Essentials
- Team player willing to take on additional tasks.
- Enthusiastic and committed to delivering consistent, personable service.
- Passionate about delighting guests with non-scripted, creative approaches.
- Efficient at prioritising and self-managing daily workload.
- Proven track record of high service levels under pressure.
- Exceptional communication and customer service skills, both written and spoken.
- Strong time management with ability to multi-task while maintaining a professional appearance.
- Willingness to contribute to a 24h operational schedule when required.
Desirable
- Understanding of the luxury sector.
- Passion for hospitality and UHNW customer understanding.
- Ability to think outside the box.
- Previous experience in a luxury hotel with standards such as LQA or Forbes 5*.
Additional Information
Why join our Raffles team?
- 28 days holiday including bank holidays plus a day for every year of 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 with virtual GP and financial advice.
- Season ticket loans and cycle to work scheme.
- Colleague gifting for special occasions.
- Paid days off to move house or support charity time.
- Internal learning and development programs.
- Team events and activities.
- Employee benefit card with discounted rates up to 30% at Accor and Raffles London outlets.
- Worldwide development opportunities across Accor’s portfolio.
Guest Relations Executive employer: Raffles Hotels & Resorts
Contact Detail:
Raffles Hotels & Resorts Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Executive
✨Tip Number 1
Get to know the hotel inside out! Familiarise yourself with Raffles London at The OWO's history, offerings, and unique features. This knowledge will help you engage in genuine conversations with guests and show them why they should choose us.
✨Tip Number 2
Practice your communication skills! As a Guest Relations Executive, you'll need to connect with guests on a personal level. Try role-playing scenarios with friends or family to get comfortable with non-scripted conversations.
✨Tip Number 3
Show your enthusiasm! When you apply through our website, let your passion for hospitality shine through. Share specific examples of how you've delighted guests in the past and how you plan to do the same at Raffles.
✨Tip Number 4
Be proactive! Before interviews, think about how you can enhance the guest experience at Raffles. Prepare ideas that showcase your creativity and willingness to go above and beyond for our guests.
We think you need these skills to ace Guest Relations Executive
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your passion for hospitality and how you connect with guests. Remember, we’re looking for someone who can create that home-away-from-home feel.
Tailor Your Application: Make sure to tailor your application to the Guest Relations Executive role. Highlight your experience in customer service and any creative approaches you've used to enhance guest experiences. We love seeing how you can think outside the box!
Be Clear and Concise: Keep your application clear and to the point. Use straightforward language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see why you’d be a great fit for our team at Raffles London.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our amazing team at Raffles London at The OWO!
How to prepare for a job interview at Raffles Hotels & Resorts
✨Know the Hotel Inside Out
Before your interview, dive deep into the history and offerings of Raffles London at The OWO. Familiarise yourself with its unique features, like the Guerlain spa and the grand ballroom. This knowledge will help you engage in genuine conversations and show your passion for the hotel.
✨Showcase Your People Skills
As a Guest Relations Executive, your ability to connect with guests is crucial. Prepare examples of how you've created memorable experiences for customers in the past. Think about times when you went above and beyond to delight someone—this will demonstrate your commitment to exceptional service.
✨Be Ready for Creative Scenarios
Expect questions that assess your creativity in enhancing guest experiences. Think of unique ideas or initiatives you've implemented before, or brainstorm new ones that could fit the luxury environment of Raffles. This will highlight your ability to think outside the box and adapt to guests' needs.
✨Prepare for Teamwork Questions
Collaboration is key in this role, so be ready to discuss your experience working in teams. Share specific instances where you contributed positively to a team dynamic or helped resolve conflicts. This will show that you're not just a great individual contributor but also a team player who can enhance the work environment.