Guest Relations Executive in London

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.

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.