Guest Relations Coordinator

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. ​

Scope Of Position

As Guest Relations 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 hotel’s 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 (pre-arrival 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.

Health and Safety

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• 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.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

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 non-scripted creative ways.
• Efficient in prioritising and self-managing 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 multi-task 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.

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:

• 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.  
• Fun-filled events, whether that’s 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 Accor’s extensive brand portfolio.