Guest Experience Executive

4 weeks ago

London, Greater London, United Kingdom Accor Full time
Job Title: Guest Experience Executive

At Raffles London at The OWO, we are seeking a highly skilled and dedicated Guest Experience Executive to join our Rooms Department. As a key member of our team, you will be responsible for delivering exceptional guest experiences, ensuring that our operation is guest-centric in every aspect, and contributing to a supportive and engaging environment within the Guest Experience Team.

Key Responsibilities:
  • Provide a professional and courteous service to our guests, maintaining LQA and Forbes standards across the operation.
  • Take a proactive approach towards resolving guest complaints, inquiries, or concerns in a courteous and efficient manner, identifying situations that require escalation.
  • Ensure that all guest requests are followed up on, and problems are resolved, exceeding guest expectations.
  • Maintain good organizational skills, ensuring daily tasks are carried out with high efficiency and professionalism.
  • Assist with delivering a high level of service to guests making Food & Beverage Reservations, taking reservations in a professional manner to align with both LQA and Forbes standards.
  • Maintain knowledge of hotel operations and events, ensuring knowledge is constantly up to date.
Requirements:
  • Experience with OPERA PMS, Alliants, Knowcross, and Alcatel PBX or equivalent systems.
  • A degree in Hospitality Management from an accredited educational institution.
  • Highly desirable to have at least one year's experience within a luxury hotel environment.
  • Ability to demonstrate previous experience in understanding the requirements for functioning within a high-performing team.
Why Join Our Team?

As a member of our Raffles team, you will enjoy a range of benefits, including:

  • 28 days' holiday, including bank holidays, plus a day extra for every year of 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 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 programs 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.
Raffles Values:

We live by our 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.

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