Guest Experience Executive

An exceptional opportunity presents itself for a Guest Experience Executive to join Rooms Department at Raffles London at the OWO.

Reporting into Front Office Manager 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 Guest Experience Team to achieve this. This role requires a personable courteous and efficient manner towards working in a fast paced and ultraluxury environment whilst being able to meet the elevated expectations of our guests.

Specifically as the Guest Experience Executive your responsibilitys will include:

• 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.
• Providing a professional and courteous service to our guests whilst maintaining LQA and Forbes standards across the operation.   
• 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.
• Ensuring that appropriate follow through is made with all guest requests and ensuring that problems are resolved with expectations being exceeded.
• Maintaining good organisational skills towards daily tasks and ensuring these are carried out with a high level of efficiently and professionalism.
• Additional responsibilities as assigned in absence of the line manager or Front Office Manager.
• Ensuring knowledge of hotel operations and events are constantly up to date.
• Proactively assists with delivering a high level of service to guests making Food & Beverage Reservations ensuring that these are taken in a professional manner to align with both LQA and Forbes standards.
• Maintaining knowledge of promotions within the hotel outlets in order to actively engage with guests on these options.
• Good product knowledge of outlet layouts and operations to assist guests with making both larger group and to accommodate special requests.
• Performance of additional duties as required or assigned including working in different departments than usually assigned.
• 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.

Who are we looking for

• Experience with OPERA PMS Alliants Knowcross and Alcatel PBX or equivalent systems.
• A degree in Hospitality Management from an accredited educational institution.
• Highly desirable to have at least one years experience within a luxury hotel environment.
• Ability to demonstrate previous experience in understanding the requirements for functioning within a high preforming Team.

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