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For Companies At a Glance
- Tasks: Welcome guests to the spa, manage bookings, and ensure a luxurious experience.
- Company: Join Raffles London, a symbol of luxury and glamour in a historic setting.
- Benefits: Enjoy 28 days holiday, free meals, and discounts at Accor worldwide.
- Why this job: Be part of a team that creates unforgettable wellness experiences for guests.
- Qualifications: Passion for wellness and exceptional customer service skills are essential.
- Other info: Opportunities for personal growth and fun events await you!
The predicted salary is between 28800 - 43200 £ per year.
Company Description
Come and join us in bringing the Raffles experience to London
The Raffles name is synonymous with luxury, glamour and extraordinary adventure. 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* Edwardian building has been transformed into a spectacular stage for dazzling celebrations; with fine dining, lively bars, the latest in wellness and beauty therapies, the most luxurious suites and rooms, versatile ballroom and event space. Within these much-storied walls, where legendary statesmen and women once shaped the modern world, guests are now invited to discover new and inspiring emotions and connections.
At Raffles, you arrive as a guest, leave as a friend and return as family.
Job Description
Scope Of Position
Your role will be responsible for welcoming all guests within the spa and wellness department at the Raffles London OWO.
The Spa Concierge welcomes all spa guests and members who enter the spa and fitness area as well
as primarily support in the successful booking of spa treatments. They are responsible for providing customised, personal attention, anticipating the guests\’ and members\’ needs, and escorting them to
the appropriate areas throughout the spa. Appropriate and warm guest communication and
engagement is essential to the success of this role. The reception role supports the overall
communication for a smooth guest experience.
You will work in close contact with all other hotel departments to ensure a smooth and consistent service, surpassing the guests\’ expectations.
Responsibilities
Operation
- Be a host to the guests and members of the spa. This includes greeting them in person or over the phone in a friendly, efficient and professional manner, as well as escorting them to the appropriate facilities. This role is also expected to be flexible to support other spa and fitness staff when needed.
- Receive and respond to all guest and member concerns, comments or complaints with discretion and urgency.
- Encourage rebooking for spa guests and correct any wrong bookings with care and urgency.
- Knowledgeable about all aspects of treatments, spa therapy, and the facility. Provide information and literature about the spa in person and over the telephone.
- Handle all transactions and maintain the daily balance with efficiency and accuracy.
- Schedule treatment bookings and ensure smooth operation of the reception.
- Ensure ambience levels, such as lighting and music are correctly set and maintained and all FOH areas are clean and organised.
- Maintain confidentiality for all spa guests and members and employees.
Report any security concerns to the hotel management relating to guest safety
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, statues 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
Essential
- Passion for wellness and previous experance working in luxury spa\’s.
- 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 experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.
Additional Information
Why join our Raffles team?
Not only will you be joining one of the world\’s best hotels 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 whist 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?
Be You: Be creative, innovative, and enthusiastic, showing your personality and flair.
Be Kind: Demonstrates humility and generosity through emotional connection with colleagues and guests.
Be Happy: Consistently uplifting colleagues and guests through a joyful connection and positive personality.
Be Confident: Openly shares knowledge and skills with other colleagues to achieve excellence.
Have Your Purpose: Demonstrating care and responsibility within your role, to make a tangible impact on the business.
Spa Concierge employer: RAFFLES
Contact Detail:
RAFFLES Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Spa Concierge
✨Tip Number 1
First things first, get to know the Raffles brand inside out. Familiarise yourself with their values and what makes them stand out in the luxury spa scene. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
When you land that interview, don’t just talk about your experience; share specific examples of how you've gone above and beyond for guests in previous roles. Highlight your passion for wellness and customer service – it’s all about making that personal connection!
✨Tip Number 3
Be prepared to demonstrate your communication skills. Role-play scenarios where you might need to handle guest concerns or complaints. Show them you can keep calm under pressure while maintaining that warm, welcoming vibe they’re after.
✨Tip Number 4
Finally, don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the role. And remember, apply through our website for the best chance at landing that dream job with Raffles!
We think you need these skills to ace Spa Concierge
Some tips for your application 🫡
Show Your Passion for Wellness: When writing your application, let your enthusiasm for wellness and luxury spas shine through. Share any relevant experiences that highlight your commitment to providing exceptional service in a spa environment.
Tailor Your Communication Style: Make sure your written communication reflects the warm and professional tone we value at Raffles. Use friendly language and be clear about how you can contribute to creating memorable experiences for our guests.
Highlight Your Customer Service Skills: We want to see examples of how you've handled guest interactions in the past. Whether it’s resolving complaints or ensuring a smooth booking process, share specific instances that demonstrate your exceptional customer service skills.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this fantastic opportunity at Raffles London.
How to prepare for a job interview at RAFFLES
✨Know Your Spa Treatments
Before the interview, make sure you’re well-versed in the various spa treatments and therapies offered at Raffles. This knowledge will not only impress your interviewers but also show your genuine passion for wellness and luxury service.
✨Practice Warm Guest Engagement
Since the role involves welcoming guests, practice your greeting and engagement skills. Role-play with a friend to ensure you can communicate warmly and professionally, both in person and over the phone. Remember, first impressions count!
✨Showcase Your Multi-tasking Skills
Be prepared to discuss how you manage multiple tasks under pressure. Think of specific examples from your past experiences where you successfully juggled responsibilities while maintaining high service standards. This will demonstrate your ability to thrive in a busy environment.
✨Emphasise Team Collaboration
Highlight your experience working closely with other departments. Share examples of how you’ve contributed to a smooth operation in previous roles, as this aligns perfectly with the collaborative nature of the Spa Concierge position at Raffles.
