Hotel Manager

Company Description: 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 fine Grade II* listed Edwardian building has been transformed with 120 rooms and suites and a collection of 85 exceptional branded residences. Within The OWO destination there are nine restaurants and three bars, including one by signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness offer the latest in wellbeing, and a 600‑seat‑capacity grand ballroom, The Whitehall, is perfect for all kinds of special occasions and events.

The Hotel Manager is an EXCO role responsible for managing all aspects of the Hotel Operation inclusive of Rooms Division and F&B division, working alongside EXCO to ensure the delivery of Raffles London’s at The OWO experience throughout the entire guest journey, while ensuring optimisation of forecast and budget. The Hotel Manager will lead, coach and empower the team to give a sense of purpose and drive organisational success.

Responsibilities:

• Be present to personally welcome key residents and guests and continually review guest feedback.
• Communicate in an effective and timely manner with ExCo and the Managing Director on matters requiring their attention, while leading and guiding the ExCo and management teams to achieve brand and guest‑driven goals.
• Lead by example in living the Raffles brand values and establishing a service culture and Code of Ethics.
• Set, plan and direct operational departments to achieve agreed goals of gross operating profit through attaining competitive RevPar Index, Average Check and CPOR goals.
• Support the hotel’s annual budgeting process and adhere to the KH/Accor established guidelines.
• Constantly identify new revenue opportunities and improvement of existing revenue streams; ensure intelligent use of funds available by optimising spending while guaranteeing funds for needed improvements and new initiatives.
• Work collaboratively with the F&B Director to ensure F&B concepts, service sequence and product are aligned with vision and market trends at all times.
• Ensure guests experience the Raffles London at The OWO experience inclusive of Forbes and LQA standards and aim to achieve the set scores and goals.
• Help and support in establishing positive owner relations through proper and appropriate communications with the appointed Owner’s representative.
• Support and help prepare and submit weekly GM reports to Corporate Office and Owners.
• Identify and understand issues, problems and opportunities to make informed, sound decisions that align with Accor’s vision and values.
• Make guests and their needs a primary focus by gaining first‑hand guest information; establish and grow effective relationships to build the business.
• Understand and utilise economic, financial, industry and organisational data to track business, identify opportunities to establish solid business cases, interpret business indicators and forecast outcomes to inform strategies and plans.
• Identify opportunities for continuous improvement and change; seek and encourage others to create and evaluate innovative approaches to existing work practices; support and implement change strategies and measures and monitor the impact of innovation and change on business results.
• Translate strategy into operational results by obtaining, comparing and identifying key issues and relationships relevant to achieving a long‑range goal or vision; identify opportunities that enhance performance and break down strategies.
• 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:

• 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 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, statues 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:

• 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.

Why join our Raffles team?

• You will be offered a competitive salary.
• Length of service awards for every year of service.
• We offer Life Assurance to all our colleagues.
• Enhanced sick pay.
• Enhanced maternity, paternity and adoption pay.
• Free dry cleaning for uniform and an allowance for personal items.
• 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.
• Worldwide development opportunities across Accor’s extensive brand portfolio.