At a Glance
- Tasks: Create unforgettable guest experiences and manage their journey from booking to departure.
- Company: Join the luxurious Raffles London at The OWO, a historic and glamorous destination.
- Benefits: Enjoy 28 days holiday, staff meals, and discounts at Accor worldwide.
- Other info: Dynamic work culture with opportunities for personal growth and fun events.
- Why this job: Be part of a team that delights guests and enhances their stay in a stunning environment.
- Qualifications: Passion for hospitality, strong communication skills, and a knack for creative problem-solving.
The predicted salary is between 30000 - 40000 £ per year.
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. The name is synonymous with luxury, glamour, and extraordinary adventure. This fine Grade II* listed Edwardian building has been transformed with 120 rooms and suites, plus a collection of 85 exceptional branded residences. Within The OWO destination there are 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. Within these storied walls, where legendary statesmen and women once shaped the modern world, guests are now invited to discover new and inspiring emotions and connections. At Raffles, you arrive as a guest, leave as a friend and return as family.
Job Description
Scope Of Position
As Butler & Guest Relations Coordinator you will be responsible for looking after every aspect of the guest journey behind the scenes, from the moment the reservation is made to the final departure. You will create unique memories and ensure Raffles London at The OWO becomes the destination of choice for guests to return to. Working closely with Front Office, Concierge and Butlers teams, you will ensure efficient communication before arrival, building anticipation and providing guests with all the insights needed for their trip while always thinking outside the box of what is possible to enhance their experience. You will ensure that every request is followed up on in a timely manner, and that any new relevant information, preferences, dining reservations are updated on guest booking and shared with relevant teams. You will be responsible for profile management, VIP photo recognition, celebrity riders, group memos and guest relations inbox.
Responsibilities
- Daily tasks will include compiling VIP reports, flower order, amenity order, group/VIP memos, courtesy calls.
- Acting as a hotel ambassador promoting hotel offerings and sharing quirks and insights of the hotel’s vibrant history.
- Creating a positive environment for both colleagues and guests, proactively obtaining feedback and looking out for any clues that could be acted on to enhance guest experience.
- Remaining a first point of contact before guest arrival and following up on any further requests (pre‑arrival email, call, Alliants).
- Liaising with Travel Agents to ensure the benefits are communicated and preferences met.
- Assisting with any celebrations hosted while in residence.
- Looking after kids’ program and pets program.
- Ensuring that all the special requests, preferences and items requested are available for the whole duration of the guest stay.
- Guest profile management.
- Working closely with Executive Office and Sales Teams on recognition initiatives happening around the hotel (drinks reception, gifting program in place, VIP arrival).
- Ensuring the teams are aware of the guests staying on house, guests’ movements, special requests, special occasions, allergies, dietary requirements, group arrival, departures.
- Compiling daily VIP reports, VIP summary reports for Operations Meeting, group memos, amenity traces, flower orders, cake orders, VIP photo report.
- Ensuring all the daily reports and memos are prepared in a timely manner and shared with relevant teams.
- Writing welcome cards and greeting cards on behalf of the travel agent or booker.
- Additional responsibilities in the 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 persons and 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
- Team player willing to carry on any additional and unexpected tasks.
- Enthusiastic and committed to always deliver consistent and personable service.
- Passionate about delighting guests and enhancing their experience with non‑scripted creative ways.
- Efficient in prioritising and self‑managing the daily workload.
- 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 Qualifications
- An understanding of the luxury sector.
- A passion for hospitality and an understanding of the UHNW customer.
- Ability to think outside the box.
- Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.
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:
- 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.
Butler & Guest Relations Coordinator in London employer: Raffles Hotels & Resorts
Raffles London at The OWO is an exceptional employer, offering a unique blend of luxury hospitality and a supportive work environment. With a commitment to employee growth through tailored development programmes and a range of generous benefits, including enhanced holiday allowances and wellness initiatives, team members are encouraged to thrive both personally and professionally. Located in one of London's most historic addresses, employees enjoy the prestige of working in a renowned establishment while being part of a vibrant and inclusive culture that celebrates creativity and teamwork.
Contact Details:
Raffles Hotels & Resorts Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Butler & Guest Relations Coordinator in London
✨Tip Number 1
Network like a pro! Reach out to people in the hospitality industry, especially those who work at Raffles or similar luxury hotels. Attend events, join online forums, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show your passion for hospitality! When you get the chance to chat with someone from the hotel, share your love for creating memorable guest experiences. Talk about any unique ideas you have for enhancing guest relations – it’ll show you’re not just another applicant, but someone who truly cares.
✨Tip Number 3
Be proactive! If you see a role that fits you, apply through our website and follow up with a friendly email. Mention something specific about the hotel that excites you. This shows you’ve done your homework and are genuinely interested in being part of the Raffles family.
✨Tip Number 4
Prepare for interviews by role-playing common scenarios! Think about how you would handle guest requests or resolve issues. Practising these situations will help you feel more confident and ready to impress during your interview at Raffles London.
We think you need these skills to ace Butler & Guest Relations Coordinator in London
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Share a bit about your passion for hospitality and how you can create memorable experiences for our guests.
Tailor Your Application:Make sure to tailor your application specifically for the Butler & Guest Relations Coordinator role. Highlight your relevant experience and skills that align with the job description. This shows us that you’ve done your homework and are genuinely interested in joining our team.
Be Clear and Concise:Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Use bullet points where necessary and avoid long-winded sentences. Remember, we’re looking for someone who can communicate effectively!
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 gives you a chance to explore more about Raffles London at The OWO while you’re at it!
How to prepare for a job interview at Raffles Hotels & Resorts
✨Know the Hotel Inside Out
Before your interview, dive deep into Raffles London at The OWO. Familiarise yourself with its history, unique offerings, and the luxury experience it provides. This knowledge will not only impress your interviewers but also show your genuine interest in the role.
✨Showcase Your Guest-Centric Mindset
As a Butler & Guest Relations Coordinator, your focus should be on enhancing guest experiences. Prepare examples of how you've gone above and beyond for guests in previous roles. Highlight your creativity in problem-solving and your ability to anticipate needs.
✨Practice Your Communication Skills
Exceptional communication is key in this role. During the interview, practice clear and confident responses. You might even role-play scenarios where you need to liaise with guests or team members, showcasing your ability to handle various situations with grace.
✨Demonstrate Team Spirit
This position requires collaboration with multiple teams. Be ready to discuss how you've worked effectively in a team environment before. Share specific instances where your teamwork led to improved guest satisfaction or operational efficiency.
