Residential Concierge in London

Raffles Hotels & Resorts is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.

About Raffles 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. This fine Grade II* listed Edwardian building has been transformed with 120 rooms and suites along with a collection of 85 exceptional branded residences. Within The OWO destination, there are a total of 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.

Your role will be responsible for leading and supervising the running of the residential concierge desk at the Raffles London OWO Residences. Working with the Director and Assistant Director of Residents overseeing all aspects of concierge, resident check in/out arrivals/departures and the residents’ journey. The role involves the ability to pre-empt and deliver a luxurious and high-quality level of service to residences whilst managing delivery and service targets.

Responsibilities:

• Deliver an exceptional, warm, and highly personalised concierge service to residents and their guests.
• Act as the primary point of contact within the building, maintaining a visible, approachable, and professional presence at all times.
• Manage resident, guest, and contractor arrivals and departures with efficiency, discretion, and attention to detail.
• Coordinate concierge services and resident requests, including bookings, deliveries, taxis, couriers, and local recommendations.
• Oversee front-of-house presentation, ensuring all public and resident-facing areas are immaculate and well maintained.
• Monitor building security systems, access control, responding promptly to any issues.
• Liaise with property management, maintenance teams, and approved contractors to ensure seamless day-to-day operations.
• Handle resident enquiries and concerns professionally, resolving issues proactively.
• Manage keys, access fobs, parcels, and deliveries securely.
• Maintain accurate, confidential records of resident interactions, service requests, incidents, and maintenance issues.
• Support compliance with health & safety, fire safety, and data protection requirements.
• Represent the development’s brand and values through immaculate personal presentation and exceptional communication.

Qualifications:

• Ability to communicate clearly and efficiently in English, both verbal and written.
• Recent experience within luxury residential environments or 5-star hotels.
• Market knowledge of competitors and event industry trends.
• Enthusiasm and commitment to delivering the best service possible.
• A proven track record of providing high levels of service under pressure.
• Exceptional communication and customer service skills.
• Strong time management skills with the ability to multi-task.
• An understanding and willingness to contribute to a 24h operational schedule when required.

Additional Information:

Not only will you be joining one of the world’s best hotels, but 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 whilst on duty, free dry cleaning for uniform, employer pension contribution of 3%, enhanced sick pay, enhanced maternity, paternity and adoption pay, life assurance, employee assistance program, 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, and an employee benefit card offering discounted rates at Accor worldwide.

Diversity & Inclusion: Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

About The Application Process: Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered.