At a Glance
- Tasks: Lead the Rooms Division, ensuring exceptional guest experiences and operational excellence.
- Company: Join Raffles London, a legendary luxury hotel steeped in history.
- Benefits: Enjoy 31 days holiday, enhanced pay, and worldwide development opportunities.
- Other info: Dynamic team culture with fun events and a commitment to diversity.
- Why this job: Be part of a prestigious brand and shape unforgettable guest journeys.
- Qualifications: Proven leadership skills and a passion for high-level service.
The predicted salary is between 90000 - 110000 £ per year.
Raffles Hotels & Resorts is a legendary brand, steeped in history and loved by generations past, present and future. 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.
The Director of Rooms is the strategic and operational leader overseeing all Rooms Division departments at Raffles London at The OWO, including Front Office, Housekeeping, Laundry, Guest Relations, Butler and Guest Service, Concierge, Security, Spa and wellness. This role ensures that every aspect of the guest experience reflects the sophistication, warmth, and timeless elegance synonymous with the Raffles brand. As a member of the Executive Committee, the Director of Rooms is responsible for creating and sustaining an environment of refined hospitality, operational excellence, and cultural authenticity.
Responsibilities
- Provide strategic direction and hands-on leadership for all Rooms Division departments.
- Establish service standards that reflect the Raffles philosophy of gracious, intuitive, and anticipatory hospitality.
- Serve as an active member of the hotel's Executive Committee, contributing to long-term strategy, guest experience initiatives, and financial performance.
- Partner with the Hotel Manager and General Manager to shape the hotel's reputation as London's premier address for discerning travellers.
- Ensure the highest level of personalised service and guest satisfaction across all touchpoints.
- Oversee the performance of Butler Services and Guest Relations to ensure the delivery of bespoke, anticipatory experiences.
- Personally engage with VIP guests, residents, and long-stay clients, fostering genuine relationships that reflect Raffles' tradition of emotional luxury.
- Monitor guest feedback and implement improvements that enhance comfort, efficiency, and overall sentiment.
- Oversee departmental budgeting, forecasting, and cost control.
- Implement systems and processes that promote efficiency, accountability, and consistency throughout the Rooms Division.
- Lead, mentor, and inspire a diverse team, fostering a culture of excellence, empathy, and continuous improvement.
- Champion training and development initiatives that uphold Raffles' service ethos and empower team members to excel.
- Promote cross-departmental collaboration to ensure seamless guest experiences.
- Recognise and reward exemplary performance, cultivating engagement and pride within the team.
- Develop and manage the Rooms Division budget, ensuring profitability through strategic cost management and revenue optimisation.
- Analyse performance metrics to identify trends and opportunities for improvement.
- Collaborate with Sales & Marketing and Revenue Management to drive occupancy, rate, and guest loyalty.
- Ensure all operations comply with local regulations, health and safety standards, and Raffles' global brand policies.
- Uphold sustainable practices in line with the hotel's environmental and social responsibility commitments.
- Safeguard the security, privacy, and comfort of all guests and residents.
- Perform other duties as required or assigned including working in a different department or restaurant than usually assigned.
Qualifications, Skills & Experience
- 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.
Why join our Raffles team?
- 31 days holiday including bank holidays plus a day extra for every year of your service up to 5 years.
- Staff meals whilst on duty.
- Free dry cleaning for uniform.
- Employer pension contribution.
- 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.
Our Values
- Respect: We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.
- Excellence: We make genuine connections, and we cherish every opportunity to make the people around us feel special.
- Belonging: We celebrate our differences. We support each other and we always stand together.
- Empowerment: We have authority to take initiative and anticipate moments that create unforgettable experiences.
- Integrity: We build trust through mutual respect and being authentic.
Diversity & Inclusion
Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.
Director of Rooms - London employer: Raffles London at The OWO
Raffles Hotels is an exceptional employer that prioritises fairness, dignity, and a culture of belonging in the heart of London. With a commitment to integrity and empowerment, employees are encouraged to take initiative and create unforgettable experiences for guests. The company offers robust growth opportunities and celebrates diversity, making it a truly rewarding place to work for those seeking meaningful employment.
StudySmarter Expert Advice🤫
We think this is how you could land Director of Rooms - London
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Raffles London at The OWO. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Raffles London at The OWO
Don't be shy about reaching out to Raffles London at The OWO directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Director of Rooms - London
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Raffles London at The OWO and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Raffles London at The OWO
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
