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
The Host will be responsible for greeting and welcoming or guests along with serving guests in a friendly, timely, and efficient manner to deliver an excellent guest and member experience. The Host will also be required to have extensive knowledge of menu offerings and systems informatics. You will also maintain a clean and well organised workspace and dining area. Communicating with reservations teams and liaising with guests to take reservations and special requests.
Supporting other team members when required and supply guest feedback and requests to management.
Responsibilities
Operation
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Manage guest queries, bookings and special requests in a friendly, timely, and efficient manner.
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Ensure knowledge of menu and all products and special events and promotions.
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Follow correct reporting procedures if faced with issues.
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Practice a grooming standard including uniform dress code, cleanliness, and personal hygiene.
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Assists callers courteously and promptly, taking messages as necessary which are legible and accurate passing them on to the appropriate person without delay.
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Has a good knowledge of the restaurant's sitting arrangements.
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Responsible for accompanying the guests to their table, and their welfare.
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Responsible for orienting the guests in the restaurant and responding to any questions about the brand, the concept, the, food, the artists exposed in the restaurant
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Comply with restaurant security, fire regulations and all health and safety legislation.
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Commit to best possible sustainable practices on a daily basis in terms of waste management and purchasing.
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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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Ability to communicate clearly and efficiently in English, both verbal and written.
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Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
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Proven track record of surprising and delighting guests.
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To be detail oriented and to work within a team.
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Flexibility to respond to a range of different work situation.
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A proven track record and ability to provide high levels of service under pressure.
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Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
Desirable
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Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.
This document reflects the job content at time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the jobholder and the job description amended accordingly.
Additional Information
Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.
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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.
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.
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.
