Company Description
Raffles Hotels & Resorts
The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.
About Raffles London
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
Your role will be responsible for leading and supervising the running of the residential concierge desk at the Raffles London OWO Residences. The OWO Residences by Raffles.
Working with the Director and assistant Director of Residents overseeing all aspects of concierge, and resident check in/out arrivals/departures and the residents’ journey. The role involves the ability to pre-empt and deliver a luxurious and high-quality level of service to residences whilst managing delivery and service targets.
You will work in close contact with Security, F&B, Housekeeping, Engineering and Spar departments to ensure a smooth and consistent service, surpassing the residents’ expectations.
Responsibilities
Operation
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Deliver an exceptional, warm, and highly personalised concierge service to residents and their guests, ensuring a welcoming and refined daytime experience
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Act as the primary point of contact within the building, maintaining a visible, approachable, and professional presence at all times
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Manage resident, guest, and contractor arrivals and departures with efficiency, discretion, and attention to detail
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Coordinate concierge services and resident requests, including bookings, deliveries, taxis, couriers, and local recommendations, in line with luxury service standards
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Oversee front-of-house presentation, ensuring all public and resident-facing areas are immaculate, well maintained, and aligned with the brand image of the development
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Monitor building security systems, access control, responding promptly to any issues while maintaining a calm and reassuring environment
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Liaise with property management, maintenance teams, and approved contractors to ensure seamless day-to-day operations
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Handle resident enquiries and concerns professionally, resolving issues proactively and escalating where appropriate
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Manage keys, access fobs, parcels, and deliveries securely and in accordance with site procedures
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Maintain accurate, confidential records of resident interactions, service requests, incidents, and maintenance issues
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Support compliance with health & safety, fire safety, and data protection requirements at all times
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Represent the development’s brand and values through immaculate personal presentation, exceptional communication, and a polished, hospitality-led approach
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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
Qualifications, Skills & Experience
Essential
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Ability to communicate clearly and efficiently in English, both verbal and written.
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Recent experience within in luxury residential environments or 5-star hotels or a similar role.
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Market knowledge of competitors and event industry trends.
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Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
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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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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 world’s best hotels you will also receive great benefits including:
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28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).
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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.
What are the Raffles Values?
Respect: We value the needs ideas and individuality of others; we treat everyone with fairness and dignity.
Belonging: We celebrate our differences. We support each other and we always stand together.
Integrity: We build trust through mutual respect and being authentic.
Empowerment: We have the authority to take initiative and anticipate moments to create unforgettable experiences.
Excellence: We make genuine connections and we cherish every opportunity to make the people around us feel special.
Diversity & Inclusion
Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.
About the Application Process:
At Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.
We aim to respond to every application promptly, however if you do not hear form us within 2 weeks, please assume your application has not been successful at this time.
