Room Service Coordinator

3 weeks ago

London, Greater London, United Kingdom Raffles London Full time £28,000

Raffles London is a name that embodies luxury, elegance, and remarkable experiences. Our establishment, located at a prestigious address, combines the rich heritage of Raffles with a modern touch.
Before proceeding, ensure you possess the necessary skills, experience, and qualifications for this role.

This beautifully restored Grade II* Edwardian structure serves as a magnificent venue for unforgettable events, featuring exquisite dining options, vibrant bars, and state-of-the-art wellness and beauty services. Guests are invited to create lasting memories within these historic walls, where influential figures once shaped the course of history.

At Raffles, you are welcomed as a guest, depart as a friend, and return as family.

We are excited to announce an exceptional opportunity for a Room Service Coordinator to join our esteemed Food & Beverage Division .

Reporting to the Room Service Manager, your primary responsibility will be to manage all service requests directed to the Room Service department. This includes accurately processing guest orders received via telephone or digital platforms, ensuring timely communication with the supervisor, butler, and chef regarding orders and any special requests. You will also delegate tasks to the team as necessary.

Additional responsibilities include maintaining cleanliness in work and guest areas by clearing, collecting, and returning food and beverage items to their designated locations, as well as serving food and drinks to guests.

As a Room Service Coordinator, your key responsibilities will encompass:

  • Managing all incoming telephone calls and prioritizing them effectively
  • Addressing guest requests and orders promptly and efficiently
  • Possessing comprehensive knowledge of in-room dining menus and current promotions, as well as offerings from other F&B outlets
  • Being well-versed in all services, facilities, and products available at the hotel
  • Ensuring guest satisfaction through prompt, courteous, and efficient service at all times
  • Paying close attention to guest orders and having an in-depth understanding of the menu
  • Clearly communicating all information and highlighting special requests
  • Liaising with the kitchen regarding menu inquiries, wait times, and product availability
  • Providing guests with approximate delivery times based on the established evaluation system
  • Ensuring accurate posting in the POS system for effective communication with the service and kitchen departments, including all relevant information such as allergens and dietary requirements
  • Coordinating the efforts of Room Service Waitstaff
  • Assigning tasks to the team as needed
  • Reporting both positive and constructive feedback from guests to management
  • Addressing guest queries, complaints, and issues in a professional manner
  • Demonstrating knowledge and understanding to effectively upsell all items offered by the department, while also providing alternatives or suggestions to guests
  • Ensuring a proper handover to the next shift and to the Room Service manager
  • Reporting cleanliness and maintenance concerns to the team
  • Maintaining a clean and safe workplace at all times
  • Adhering to Raffles Grooming Standards and Hygiene protocols
  • Performing additional duties as assigned by management

Who are we looking for?

  • A proven ability to deliver high levels of service under pressure.
  • Excellent communication and customer service skills, both written and verbal.
  • A willingness to contribute to a 24-hour operational schedule when necessary.
  • Flexibility with shifts based on business needs.
  • A courteous, professional demeanor with a focus on efficient service.

Why join our Raffles team?

By joining one of the world's premier hotels, you will enjoy a range of benefits, including:

  • 28 days of holiday, including bank holidays, plus an additional day for each year of service up to five years (35 days total).
  • Complimentary staff meals while on duty.
  • Free dry cleaning for your uniform.
  • Employer pension contribution of 3%.
  • Enhanced sick pay.
  • Improved maternity, paternity, and adoption pay.
  • Life Assurance equivalent to 1x salary.
  • Employee assistance program, including virtual GP and financial advice.
  • Season ticket loans and a cycle-to-work scheme.
  • Colleague gifting to celebrate special occasions.
  • Paid time off for moving house or volunteering for a charity of your choice.
  • Internal learning and development programs tailored to your needs.
  • Engaging events, such as pub quizzes, team runs, or festive celebrations.
  • Employee benefit card offering discounts of up to 30% at Accor properties worldwide and Raffles London F&B outlets.
  • Global development opportunities across Accor's extensive brand portfolio.

What are the Raffles Values?

Be You: Embrace creativity, innovation, and enthusiasm, showcasing your unique personality.

Be Kind: Exhibit humility and generosity through emotional connections with colleagues and guests.

Be Happy: Uplift colleagues and guests through joyful interactions and a positive attitude.

Be Confident: Share knowledge and skills openly with colleagues to achieve excellence.

Have Your Purpose: Show care and responsibility in your role, making a meaningful impact on the business.

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