At a Glance
- Tasks: Create unforgettable guest experiences and manage their journey from booking to departure.
- Company: Join the prestigious Raffles London at The OWO, a top luxury hotel.
- Benefits: Enjoy 28 days holiday, staff meals, and discounts at Accor worldwide.
- Other info: Dynamic team environment with opportunities for personal and professional growth.
- Why this job: Be a key player in delivering exceptional service and making lasting memories.
- Qualifications: Passion for hospitality, strong communication skills, and experience in luxury settings.
The predicted salary is between 30000 - 40000 £ per year.
As Butler & Guest Relations Coordinator you will be responsible for looking after every aspect of the guest journey behind the scenes, from the moment the reservation is made to the final departure. Creating unique memories and ensuring Raffles London at The OWO becomes the destination of choice for guests to return to.
Working closely with Front Office, Concierge and Butlers teams, you will ensure the efficient communication before the arrival, building up anticipation and providing our guests with all the insights needed for their trip while always thinking outside the box of what can be done to enhance their experience. You will ensure that every request is followed up on in a timely manner, and that any new relevant information, preferences, dining reservations are updated on guest booking and shared with relevant teams. You will be responsible for profile management, VIP photo recognition, celebrity riders, group memos and guest relations inbox.
Responsibilities
- Daily tasks will include compiling VIP reports, flower order, amenity order, group/ VIP memos, courtesy calls.
- Acting as a hotel ambassador promoting hotel offerings and sharing quirks and insights of the hotel’s vibrant history.
- Creating positive environment for both colleagues and guests proactively obtaining the feedback and looking out for any clues that could be acted on to enhance guest experience.
- Remaining a first point of contact before guest arrival and following up on any further requests (pre-arrival email, call, Alliants).
- Liaising with Travel Agents to ensure the benefits are communicated and preferences met.
- Assisting with any celebrations hosted while in residence.
- Looking after kids’ program and pets program.
- Ensuring that all the special requests, preferences and items requested are available for the whole duration of the guest stay.
- Working closely with Executive Office and Sales Teams on recognition initiatives happening around the hotel (drinks reception, gifting program in place, VIP arrival).
- Ensuring the teams are aware of the guests staying in house, guests’ movements, special requests, special occasions, allergies, dietary requirements, group arrival, departures.
- Compiling daily VIP reports, VIP summary reports for Operations Meeting, group memos, amenity traces, flower orders, cake orders, VIP photo report.
- Ensuring all the daily reports and memos are prepared in timely manner, and shared with relevant teams.
- Writing welcome cards and greeting cards on behalf of the travel agent or booker.
- 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.
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
- Team player willing to carry on any additional and unexpected tasks.
- Enthusiastic and committed to always deliver consistent and personable service.
- Passionate about delighting guests and enhancing their experience with non-scripted creative ways.
- Efficient in prioritising and self-managing the daily workload.
- 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 within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.
Benefits
- 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 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.
Butler & Guest Relations Coordinator in Whitehall employer: RAFFLES
Joining Raffles London at The OWO as a Butler & Guest Relations Coordinator means becoming part of a prestigious team dedicated to creating unforgettable guest experiences. With a strong emphasis on employee growth, you will benefit from tailored development programmes, generous holiday allowances, and a vibrant work culture that celebrates teamwork and creativity. Enjoy unique perks such as discounted rates across Accor's global portfolio and opportunities to engage in fun-filled events, making this an exceptional place to build your career in luxury hospitality.
StudySmarter Expert Advice🤫
We think this is how you could land Butler & Guest Relations Coordinator in Whitehall
✨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 Butler & Guest Relations Coordinator in Whitehall
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!
