In Room Dining Co-ordinator

Come and join us in bringing the Raffles experience to London

The Raffles name is synonymous with luxury, glamour and extraordinary adventure. 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. 

This fine Grade II* Edwardian building has been transformed into a spectacular stage for dazzling celebrations; with fine dining, lively bars, the latest in wellness and beauty therapies, the most luxurious suites and rooms, versatile ballroom and event space.  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. ​

An exceptional opportunity presents itself for an In Room Dining Co-ordinator to join the Food & Beverage Department at Raffles London at the OWO.

Reporting into the In Room Dining Manager, you will be responsible to co-ordinate all service requirements addressed to Room Service department, primarily responsible for taking guest orders over the telephone or from Digi Valet, processing these orders accurately and timely using the POS terminal. Making sure to communicate with the supervisor, butler and chef on duty regarding the orders and any special requests. Assign any Know cross jobs to the team.

Additionally responsible for maintaining cleanliness at work and guest areas by clearing, collecting and returning food and beverage items to proper area. Also serve food courses and beverages to guests.

Specifically, as the In Room Dining Co-ordinator, your responsibility’s will include:

• Answering all telephone calls and prioritising these calls
• Directly dealing with guest requests and orders promptly
• Having good knowledge of in room dining menus and on-going promotions and offering in other F&B outlets
• Be knowledgeable of all services, facilities and products offered by the hotel
• Considering the satisfaction of all guests by ensuring prompt, courteous and efficient service at all times
• Paying attention to guest orders, and know the menu thoroughly
• Making sure all information and details are clear and highlight special requests
• Communicating with the kitchen regarding menu questions, the length of wait, and product availability
• Giving approximate delivery time to the guest according to the time evaluation system established by the Outlet Manager and the Sous Chef
• Ensure correct posting in POS system for communication to the service and kitchen department, including all information including allergen and dietary requirements
• Coordinating IRD Waiter/ Waitress`s.
• Assign the Know cross jobs to the team.
• Report positive and constructive guest feedback to the manager.
• Promptly handle guest queries, complaints and all issues in a professional manner.
• Have the knowledge and understanding to explain and perform upselling all items offered by the department assigned as well as offering alternatives or suggestions to guests.
• Ensuring proper handover is given to the next shift and also to the IRD manager
• Reporting cleanliness and maintenance issues to the team
• Keeping workplace clean and safe all times
• Following Raffles Grooming Guidelines/Standards, and Hygiene
• Performing appropriate duties as assigned by management

Who are we looking for?

• A proven track record and ability to provide high levels of service under pressure.
• Exceptional communication and customer service skills, both written and spoken.
• An understanding and willingness to contribute to a 24h operational schedule when required.
• Flexibility with shifts as per business demand.
• Be courteous, professional and provide efficient service.

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.

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.