At a Glance
- Tasks: Lead the Front Office team, ensuring exceptional guest experiences and resolving complaints efficiently.
- Company: Join the legendary Raffles brand, known for luxury and rich history.
- Benefits: Enjoy exclusive perks, generous holiday, and professional development opportunities.
- Other info: Dynamic work environment with opportunities for growth across global locations.
- Why this job: Be part of a vibrant team at a historic luxury hotel, making memorable connections.
- Qualifications: Experience in luxury hospitality and strong customer service skills required.
The predicted salary is between 30000 - 32450 £ per year.
The Birthplace of stories and legends since 1887, Raffles 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 Raffleswith one of the world’s most historic addresses with a name is synonymous with luxury, glamour, and extraordinary adventure.
This fine Grade II* listed Edwardian building has beentransformed 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.
Within these much-storied walls, where legendary statesmen and women once shapedthe modern world, guests are now invited to discover new and inspiring emotions andconnections.
At Raffles, you arrive as a guest, leave as a friend and return as family.
Job Description
Scope Of Position
The Duty Manager provides the necessary guidance and leadership for managing the daily Front Office operations and delivering on this promise to our guests.
Holding a discerning eye towards maintaining exceptional operational standards at the front desk and switchboard, this is a key role in the departmental structure.
You will take great pride in ensuring our operation has a guest centred focus in everything that we do and foster a supportive and engaging environment for the Front Office team to provide this.
As the Manager on Duty, the role requires a courteous and efficient manner in dealing with guest’s complaints and ensuring issues are adequately resolved in line with exceeding our guest’s expectations.
Responsibilities
- Operation
- To assist the Front Office Manager in efficiently managing the department according to established team goals and standard operating procedures.
- Ensuring that the team are providing a professional and courteous service to our guests, whilst maintaining LQA standards across the Front Office and Switchboard.
- Taking, recording and resolving guest complaints, inquiries or concerns in a courteous and efficient manner.
Ensuring that appropriate follow through is made and ensuring that problems are resolved and expectations are exceeded.
- Supervision of all front office employees, ensuring their daily tasks are carried out with a high level of efficiently and professionalism.
- 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
Qualifications, Skills & Experience
- Contribute towards setting up and implementing standards and objectives in line with the broader Raffles vision.
- Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
- Well developed technical and computer skills.
- 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.
- Experience with OPERA PMS, Alliants, Knowcross and Alcatel PBX or equivalent systems.
- A degree in Hospitality Management from an accredited educational institution.
- Minimum of two years’ experience as a Duty Manager, Night Manager or Reception Supervisor within a luxury hotel environment.
- Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.
Employee Benefits
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties , special dining and wellness discounts, and added luxuries to enhance your experience.
We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.
- 28 days holiday (pro rata)including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).
- Staff meals whist on duty.
- Free dry cleaning for uniform.
- Employer pension contribution of 3%
- 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 andwe always stand together.
Empowerment: We have authority to take initiative and anticipate moments thatcreate 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.
About the Application Process
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.
We aim to respond to every application promptly, however if you do not hear form us within 2 weeks, please assume your application has not been successful at this time.
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Night Manager employer: RAFFLES
RAFFLES in London is an exceptional employer, offering a vibrant work culture that prioritises luxury service and guest satisfaction. Employees enjoy generous benefits such as 28 days of holiday, complimentary staff meals, and ample opportunities for professional development, making it an ideal place for those passionate about creating unforgettable experiences.
StudySmarter Expert Advice🤫
We think this is how you could land Night Manager
✨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. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to RAFFLES
Don't be shy about reaching out to RAFFLES 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 Night Manager
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 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
✨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!
