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.
Job Description
Scope Of Position
The Night Receptionists are the face of our Front Office operations overnight and will be instrumental in delivering on this promise to our guests.
Holding a discerning eye towards providing exceptional operational standards at the front desk, this is a key role in the guest journey. You will take great pride in ensuring our operation has a guest centred focus in everything that we do, while contributing towards a supportive and engaging environment within the Front Office team to achieve this. This role requires a personable, courteous and efficient manner towards working in a fast paced and ultra-luxury environment, whilst being able to meet the elevated expectations of our guests.
Responsibilities
Operation
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To ensure that night reporting functions are carried out in an accurate and to a high degree of accuracy.
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To have a strong understanding of established team goals and standard operating procedures, while being able to deliver on these shared goals within a Team based environment.
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Providing a professional and courteous service to our guests, whilst maintaining LQA and Forbes standards across the Front Office operation.
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Taking and proactive approach towards resolving guest complaints, inquiries or concerns in a courteous and efficient manner, whilst being able to identify appropriate situations when these should be escalated.
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Ensuring that appropriate follow through is made with all guest requests and ensuring that problems are resolved, with expectations being exceeded.
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Maintaining good organisational skills towards daily tasks and ensuring these are carried out with a high level of efficiently and professionalism.
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Additional responsibilities in absence of line manager or senior employee.
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Performs other duties as required or assigned including working in a different department or restaurant, than usually assigned.
Health and Safety
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Ensure that all potential and real hazards are reported immediately and rectified.
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Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
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Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre-planning a defence against them.
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Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.
Qualifications
Essential
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Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
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Well developed technical and computer skills.
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The ability to work full time during the overnight shift.
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An understanding and willingness to contribute to a 24h operational schedule when required, however this roll will predominantly be on a full-time night basis.
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A proven track record and ability to provide high levels of service under pressure.
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Exceptional communication and customer service skills, both written and spoken.
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Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
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An understanding and willingness to contribute to a 24h operational schedule when required.
Desirable
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Experience with OPERA PMS, Alliants, Knowcross and Alcatel PBX or equivalent systems.
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A degree in Hospitality Management from an accredited educational institution.
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Highly desirable to have at least one years’ experience as a Receptionist or Night Receptionist within a luxury hotel environment.
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Ability to demonstrate previous experience in understanding the requirements for functioning within a high preforming Team.
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Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.
Additional Information
Why join our Raffles team?
Not only will you be joining one of the worlds best hotels you will also receive great benefits including:
- Staff meals whist on duty.
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Free dry cleaning for uniform.
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Employer pension contribution of 3%
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Enhanced sick pay.
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Enhanced maternity, paternity and adoption pay.
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Life Assurance 1x salary
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Employee assistance program, including virtual GP and financial advice.
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Season ticket loans and cycle to work scheme.
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Colleague gifting to celebrate special occasions.
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Paid days off to move house or give back time to a charity of your choice.
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Internal learning and development programmes tailored to you.
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Fun-filled events, whether that’s a pub quiz, team run or festive party.
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Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
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Worldwide development opportunities across Accor’s extensive brand portfolio.
Our Values
Respect:
We value the needs, ideas and individuality of others. We treat everyone with fairness and dignity.
Excellence:
We make genuine connections, and we cherish every opportunity to make the people around us feel special.
Belonging:
We celebrate our differences. We support each other and we always stand together.
Empowerment:
We have authority to take initiative and anticipate moments that create unforgettable experiences.
Integrity:
We build trust through mutual respect and being authentic.
Diversity & Inclusion
Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.
