Events Operations Manager - London

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 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.

Working in the role of Meeting and Events Operations Manager, this position has full responsibility for the day-to-day running of the operations during each service period. You will co-ordinate events taking place within the meeting rooms, ensuring that guests' expectations are exceeded and that any issues that may arise are dealt with swiftly and efficiently. Ensuring event set up and service is delivered to guest expectations at the Raffles London OWO is crucial. You will lead pre-service team briefings, working closely with events planners, sales teams and clients to manage changes and special requests whilst ensuring time-sensitive service targets are met.

The role involves maintaining exceptional levels of guest communication, preparation, and delivery of all events and meetings across the events department. You will work in close contact with the planning, kitchen, bar and events teams to ensure guests' expectations are met and surpassed. The role will report into our Director of Events Operations.

Responsibilities

• Ensure all operating equipment is in good working order.
• Actively monitor staffing levels ensuring they are sufficient to enable the desired guest experience whilst adhering to company guidelines.
• Ensure all employees have proper supplies, equipment and uniforms.
• Cross liaise with relevant departments such as Planning and Sales regarding floor plans and Banquet Event Orders.
• Promote sales awareness within the department and maximise sales opportunities.
• Be the first point of contact to the client, adhering to any questions or queries and liaising back with the client during the day to ensure everything is satisfactory.
• Lead pre-service team briefings ensuring good communication channels with all areas and departments.
• 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.
• Encourage and promote employees to be creative and innovative, whilst recognising them for their contributions to the success of the operation.

Health and Safety

• Report immediately and rectify all potential and real hazards.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of persons and property within the premises by strict adherence to existing laws, statutes and applicable ordinances.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Qualifications, Skills & Experience

• The ability to assist in the creation and management of a department with a positive culture resulting in guest satisfaction and a high team member retention rate.
• A full understanding of event function sheets and the ability to plan team member tasks in line with client requirements.
• Fully conversant with Microsoft Office.
• 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

• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

Why join our Raffles team? 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 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.

What are the Raffles Values?

• Respect: We value the needs, ideas and individuality of others; we treat everyone with fairness and dignity.
• Belonging: We celebrate our differences. We support each other and we always stand together.
• Integrity: We build trust through mutual respect and being authentic.
• Empowerment: We have the authority to take initiative and anticipate moments to create unforgettable experiences.
• Excellence: We make genuine connections and we cherish every opportunity to make the people around us feel special.

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

At Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner Assess First prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.