Guest Relations Executive

**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 Relations Executive** to join the **Rooms Department** at Raffles London at the OWO.

Reporting into Director of Guest Relations, you will be responsible for looking after every aspect of the guest journey - from the moment the reservation is made to the final departure - creating unique memories and ensuring Raffles London at The OWO becomes the destination of choice for the guests to return to - the place they feel at home.

Specifically, as the** Guest Relations Executive, **your responsibility’s will include:

- Acting as a hotel ambassador promoting hotel offerings and sharing quirks and insights of the hotel’s vibrant history
- Creating positive environment for both colleagues and guests proactively obtaining the feedback and looking out for any clues that could be act on to enhance guest experience
- Engaging in genuine non scripted conversations creating a home away from feel for all the guests
- Assisting with any celebrations hosted while in residence
- Looking after kids’ program and pets program
- Ensuring that all the special requests, preferences and items requested are available for the whole duration of the guest stay
- Conducting VIP room checks and Guest profile management
- Ensuring all the daily reports and memos are prepared in timely manner, and shared with relevant teams
- Ensuring the teams are aware of the guests staying in house, guests’ movements, special requests, special occasions, allergies, dietary requirements, group arrival, departures.
- Presenting daily VIP arrivals during the morning meeting, as well as VIP summary and memos during the Operations Meeting
- Ensuring the follow up after guest stay to remain a point of contact for future return visits

**Who are we looking for?**
- An understanding of the luxury sector.
- A passion for hospitality and an understanding of the UHNW customer.
- Ability to think outside the box

**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 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 programmes 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.

**What are the 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.