Executive Housekeeper - London

The Raffles London at The OWO and The OWO Residences by Raffles operates a 120 room and suites flagship hotel at the iconic Old War Office building along with a collection of 85 exceptional branded residences at this landmark destination on Whitehall, including 12 distinct restaurants and bars, the Guerlain spa, Pillar Wellness, and a 600 seated-capacity grand ballroom.

Scope Of Position

To take responsibility in managing and leading the entire housekeeping and laundry departments. Overseeing stock control, budgeting, and personnel. To provide consistently outstanding guest service, the highest standards of cleanliness, and a motivated and intuitive workforce. To act as an ambassador for Raffles London with guests, suppliers, and colleagues and work closely with the Housekeeping Trainer to identify training needs and meet basic training deadlines.

Responsibilities

• Operation

To oversee department budgets, ordering, stock control, and administration. Take a leading role in recruitment, onboarding, and developing all housekeeping staff. To arrange weekly quality walkabouts with Contract Cleaners in Public Areas of the Hotel and the Residence. To spot check the Floor Housekeepers according to LQA / Raffles London Standards. To manage room set-ups in line with guest requirements ensuring attention to detail and a presentable room layout has been achieved by the Floor Housekeepers. To ensure the lost property procedure is adhered to, in line with security standards and returned appropriately. To conduct daily quality audits via knowcross through the Hotel and the Residence. To ensure that the Housekeeping Team adheres to the Raffles London grooming standards. To ensure the wellbeing of our team and highlight any concerns to management. To be actively involved in mentoring, one-on-ones, and appraisals. To work with the Office Coordinator in the morning/evening to organise specific cleaning in the Public area. To support the floor housekeeping with any specific set up for VIP arrival or Press Junket. To support the Assistant Housekeeper with checking VIP arrivals. To organise and contribute at the monthly department meeting and lines up meeting. To prepare in Adaco the weekly order for the Housekeeping department. To lead and support the House Porter ensuring that the weekly ordering process is in line with forecast. To ensure correct stock levels in housekeeping stores i.e.: cleaning supplies/guest amenities, linen & bedding. To report and follow up with the Maintenance team any issues in the Public area in the Hotel.

Additional responsibilities in 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.

• Leadership

Ensuring composure under pressure and providing leadership and guidance to the Team when required. Actively encouraging and promoting employees to be creative and innovative, whilst recognising them for their contributions to the success of the operation.

• 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 the persons and the 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.

Qualifications, Skills & Experience

Essential

• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
• 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 housekeeping and supervision experience.
• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

Disclaimer

The information and statements in this Job Description only indicate the general nature and level of work to be performed by the employee. They are not an exhaustive list of all required responsibilities, duties, and skills. Additional duties may be assigned and requirements may vary from time to time, in particular during special project periods. You may also be required to work in another position and another department from time to time, dependent on the needs of the business and within reason. Please note that this position will involve an element of pulling, lifting, pushing, and/or manual handling. This position requires the fulfilment of night shift duties based on the operational needs of the business. The ability and willingness to work during these hours is a necessary condition of employment. This document reflects the job content at the time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the jobholder and the job description amended accordingly.

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.