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Room Service Coordinator

3 months ago

South West London, United Kingdom Raffles London Full time

The Raffles brand epitomizes opulence, charm, and remarkable experiences. Raffles London at The OWO, located on London's historic Whitehall, combines the allure and legacy of Raffles with one of the world's most significant addresses.

This exquisite Grade II* Edwardian structure has been transformed into a stunning venue for unforgettable celebrations, featuring gourmet dining, vibrant bars, state-of-the-art wellness and beauty treatments, luxurious suites and rooms, as well as adaptable ballroom and event spaces. Within these storied walls, where influential leaders once shaped the modern era, guests are invited to explore new and inspiring emotions and connections.

At Raffles, you arrive as a guest, leave as a friend, and return as family.


An exceptional opportunity has arisen for a Room Service Coordinator to become a vital part of the Food & Beverage Department at Raffles London at The OWO.

Reporting to the Room Service Manager, you will be tasked with coordinating all service requirements directed to the Room Service department. This includes taking guest orders via telephone or through the Digi Valet system, processing these orders accurately and promptly using the POS terminal, and ensuring effective communication with the supervisor, butler, and chef on duty regarding orders and any special requests. You will also assign any cross-functional tasks to the team.

Your responsibilities will 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 courses and beverages to guests.

As the Room Service Coordinator, your specific duties will encompass:

  • Answering all incoming calls and prioritizing them accordingly.
  • Directly addressing guest requests and orders in a timely manner.
  • Possessing a thorough knowledge of in-room dining menus and ongoing promotions, as well as offerings from other F&B outlets.
  • Being well-informed about 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 a comprehensive understanding of the menu.
  • Ensuring all information and details are clear, especially regarding special requests.
  • Communicating with the kitchen about menu inquiries, wait times, and product availability.
  • Providing guests with approximate delivery times based on the established time evaluation system.
  • Ensuring accurate posting in the POS system for communication with the service and kitchen departments, including all relevant information such as allergen and dietary requirements.
  • Coordinating with Room Service Waitstaff.
  • Assigning cross-functional tasks to the team.
  • Reporting both positive and constructive guest feedback to management.
  • Addressing guest queries, complaints, and issues in a professional manner.
  • Demonstrating knowledge and understanding to explain and perform upselling of all items offered by the department, as well as suggesting alternatives to guests.
  • Ensuring proper handover to the next shift and to the Room Service manager.
  • Reporting cleanliness and maintenance issues to the team.
  • Maintaining a clean and safe workplace at all times.
  • Adhering to Raffles Grooming Guidelines/Standards and Hygiene protocols.
  • Carrying out additional duties as assigned by management.

Who are we looking for?

  • A proven ability to deliver high levels of service under pressure.
  • Exceptional 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.
  • Professionalism and courtesy in providing efficient service.

Why choose Raffles?

By becoming part of our esteemed establishment, you will enjoy a range of excellent benefits, including:

  • 28 days of holiday, including bank holidays, plus an additional day for each year of service up to 5 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 parties.
  • Employee benefit card offering discounts of up to 30% at Accor 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 demeanor.

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

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


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