Luxury Hotel Butler: Guest Experience Ambassador in City of Westminster

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 and Pillar Wellness, and a 600 seated-capacity grand ballroom.

As a Butler, you will act as a Raffles London Ambassador taking pride in serving our guests, introducing the hotel's vast offerings, and sharing vibrant stories of this magnificent Grade II listed landmark. You will play a key role looking after every aspect of our guests' experience, always respecting their privacy and ensuring they feel at home while staying at The Raffles London at The OWO.

You will become their first point of contact and will arrange for all daily services to be coordinated around their itineraries, ensuring their every wish is actioned, exceeding expectations, and creating moments of delight.

• Direct point of contact for the guests staying across the Butler Suites.
• Acting as a hotel ambassador promoting hotel offerings and sharing insights of the hotel's vibrant history.
• Create a positive environment for both colleagues and guests, actively obtaining feedback and looking out for any clues that could be acted on to surprise and enhance the guest experience.
• Engage in genuine non-scripted conversations, creating a home-away-from-home feel, trust, and strong personal rapport with our guests.
• Responsible for every aspect of guest stay and daily operations, including but not limited to room set-up, amenities, warm meet & greet, room orientation, unpacking, packing, guest wardrobe, welcome drinks, organising itineraries, deliveries, gift wrapping, morning service, table setting, in-room dining experience, turndown service, preparation for departure, stock take, Butler pantries, shoe polishing, stationary.
• Respond to guest concerns and requests in a friendly manner and ensure that appropriate action is taken in close communication with all involved departments to guarantee the best solution and highest satisfaction.
• Coordinate with the Housekeeping and Engineering teams to ensure the suites are ready for guest arrival and are kept in excellent condition.
• Ensure all respective amenities are set up according to guest profiles and packages booked.
• Proactively share insights about local events, restaurant openings, and exhibitions and give personal recommendations.
• Responsible for running pets and kids’ programme.
• Responsible for looking after long-term storage solutions.
• Discretely monitor guests’ access spaces, collecting preferences and proactively using systems available to build up profile notes.
• 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.

• 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 & Safety in relation to all tasks and activities undertaken in the department.

• Great in-depth knowledge of the entire hotel operations with previous experience working as a Butler in a luxury establishment.
• Ability to exercise good judgement and understand the importance of discretion.
• Ability to read guests and adapt interactions accordingly.
• Aware of royal protocol and etiquette.
• Enthusiastic and committed to always deliver consistent and personable service even when under pressure.
• Passionate about delighting guests and enhancing their experience with non-scripted creative ways.
• Genuine interest in people with high level of emotional intelligence.
• Confident in table service and F&B operations.
• Efficient in prioritising, multitasking, and self-managing the daily workload.
• Intrigued in history and willing to explore local area.
• Flexible in terms of working shift patterns.
• 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.

• An understanding of the luxury sector.
• A passion for hospitality and an understanding of the UHNW customer.
• Ability to think outside the box.
• Previous experience as a butler within a luxury hotel environment working with LQA, Forbes 5 or equivalent standards.

• 28 days holiday including bank holidays plus a day extra for every year of your 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 1× 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.

• Respect: We value the needs, ideas and individuality of others; we treat everyone with fairness and dignity.
• Belonging: We celebrate our differences, support each other and 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 cherish every opportunity to make the people around us feel special.