Guest Relations and Butler Coordinator

Scope Of Position

As Guest Relations and Butler Coordinator you will be responsible for looking after every aspect of the guest journey behind the scenes 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 guests to return to. 

Working closely with Front Office Concierge and Butlers teams you will ensure the efficient communication before the arrival building up anticipation and providing our guests with all the insights needed for their trip while always thinking outside the box of what is that can be done to enhance their experience.

You will ensure that every request is followed up on in timely manner and that any new relevant information preferences dining reservations are updated on guest booking and shared with relevant teams. You will be responsible for profile management VIP photo recognition celebrity riders group memos and guest relations inbox.

Responsibilities

Operation

• Daily tasks will include compiling VIP reports flower order amenity order group/ VIP memos courtesy calls
• Acting as a hotel ambassador promoting hotel offerings and sharing quirks and insights of the hotels 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
• Remaining a first point of contact before guest arrival and following up on any further requests (prearrival email call Alliants)
• Liaising with Travel Agents to ensure the benefits are communicated and preferences met
• 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
• Guest profile management
• Working closely with Executive Office and Sales Teams on recognition initiatives happening around the hotel (drinks reception gifting program in place VIP arrival)
• Ensuring the teams are aware of the guests staying in house guests movements special requests special occasions allergies dietary requirements group arrival departures.
• Compiling daily VIP reports VIP summary reports for Operations Meeting group memos amenity traces flower orders cake orders VIP photo report
• Ensuring all the daily reports and memos are prepared in timely manner and shared with relevant teams
• Writing welcome cards and greeting cards on behalf of the travel agent or booker
• Additional responsibilities in absence of line manager or senior employee.
• Performs other duties as required or assigned including working in a different department or restaurant than usually assigned.

Qualifications :

Qualifications Skills & Experience

Essential

• Team player willing to carry on any additional and unexpected tasks.
• Enthusiastic and committed to always deliver consistent and personable service.
• Passionate about delighting guests and enhancing their experience with nonscripted creative ways.
• Efficient in prioritising and selfmanaging the daily workload
• A proven track record and ability to provide high levels of service under pressure.
• Exceptional communication and customer service skills both written and spoken.
• Strong time management skills with the ability to multitask while maintaining an immaculate and professional appearance.
• An understanding and willingness to contribute to a 24h operational schedule when required.

Desirable

• An understanding of the luxury sector.
• A passion for hospitality and an understanding of the UHNW customer.
• Ability to think outside the box
• 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:

• 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.  
• Funfilled events whether thats 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 Accors 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.

Remote Work :

No

Employment Type :

Fulltime