Luxury Guest Experience Manager

2 weeks ago

London, Greater London, United Kingdom Accor Full time

Company Overview


Raffles London at The OWO is a luxury hotel that unites the allure and heritage of Raffles with one of the world's most historic addresses on London's Whitehall.



Job Description

As a Guest Experience Executive, you will be responsible for ensuring that our guests have an exceptional experience during their stay with us. This includes providing a professional and courteous service, resolving guest complaints and inquiries in a timely and efficient manner, and maintaining good organizational skills to ensure that daily tasks are carried out with a high level of efficiency and professionalism.

Key Responsibilities:

* Provide exceptional customer service to all guests
* Resolve guest complaints and inquiries in a timely and efficient manner
* Maintain good organizational skills to ensure that daily tasks are carried out with a high level of efficiency and professionalism
* Assist with delivering a high level of service to guests making food and beverage reservations
* Proactively assist with promoting hotel outlets and services to guests

Requirements:

* Experience working in a fast-paced and ultra-luxury environment
* Ability to work well under pressure and maintain a positive attitude
* Strong communication and interpersonal skills
* Ability to work effectively as part of a team

Benefits:

* Competitive salary: £28,000 - £35,000 per annum (dependent on experience)
* 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:

* 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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