Guest Experience Supervisor

6 months ago

London, United Kingdom RAFFLES Full time

**Company Description**
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 with a name is synonymous with luxury, glamour, and extraordinary adventure.

This fine Grade II* listed Edwardian building has been transformed 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 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._An exceptional opportunity presents itself for a **Guest Experience Supervisor** to join **Rooms Department** at Raffles London at the OWO.

Reporting into **Front Office Manager, **you will take great pride in ensuring our operation has a guest centred focus in everything that we do, while contributing towards a supportive and engaging environment within the Guest Experience Team to achieve this. This role requires a personable, courteous and efficient manner towards working in a fast paced and ultra-luxury environment, whilst being able to meet the elevated expectations of our guests.

Specifically, as the** Guest Experience Supervisor**, your responsibility’s will include:

- 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 Guest Experience team, ensuring their daily tasks are carried out with a high level of efficiently and professionalism.
- Maintaining good organisational skills towards daily tasks and ensuring these are carried out with a high level of efficiently and professionalism.
- Additional responsibilities as assigned in absence of the Assistant or Front Office Manager.
- Performance of additional duties as required or assigned including working in different departments than usually assigned.
- Ensuring knowledge of hotel operations and events are constantly up to date and that this is also shared by the wider team.
- Ensures that the team delivers a high level of service to guests making Food & Beverage Reservations, ensuring that these are taken in a professional manner to align with both LQA and Forbes standards.
- Maintaining knowledge of promotions within the hotel outlets in order to actively engage with guests on these options, ensuring that this is also carried out to a high level by the team.
- Excellent product knowledge of outlet layouts and operations to assist guests with making both larger group and to accommodate special requests.
- Developing and documenting steps of service in line with the greater Raffles vision for development of the team and processes.
- 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.

**Who are we looking for?**
- A pleasant telephone manner and the ability to be highly organised with administrative duties.
- Ability to mentor and motivate the Guest Experience Team on a daily basis.
- Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.
- A wiliness and eagerness to contribute towards the Front Office departmental objectives in line with the broader Raffles vision.
- 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.
- Well-developed technical and computer skills.
- An understanding and willingness to contribute to a 24 hour operational schedule when required, however this roll will **not** include night coverage as a standard for the Guest Services Team.

**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 du

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