Reception Supervisor

The Raffles London

Raffles London at The OWO and The OWO Residences by Raffles operates a 120 room and suites flagship hotel at the iconic Old War Office building along with a collection of 85 exceptional branded residences at this landmark destination on Whitehall, including 12 distinct restaurants and bars Including our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness, and a 600 seated-capacity grand ballroom.

Scope Of Position

The Reception Supervisor will take a leading role in the day to day running of the reception and check in/out procedures. You will be a face of our Front Office operations and will be instrumental in delivering on this promise to our guests.

Holding a discerning eye towards providing exceptional operational standards at the front desk, this is a key role in the guest journey. 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 Front Office team to achieve this. This role requires a personable, courteous and efficient manner towards working in a fast paced and ultra-luxury environment, whilst being able to meet the elevated expectations of our guests.

Responsibilities

Operation

• To take a leading role in the supervision ad day to day management of the reception and check in/out procedures.
• Ensuring staff training, development and onboarding procedures are followed.
• To ensure that reporting functions are carried out in an accurate and to a high degree of accuracy.
• 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 Front Office 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 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.

Leadership

• Ensuring composure under pressure and providing leadership and guidance to the Team when required.
• Actively encouraging and promoting employees to be creative and innovative, whilst recognising them for their contributions to the success of the operation.

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.

Qualifications, Skills & Experience

Essential

• A wiliness and eagerness to contribute towards setting up standards and objectives in line with the broader Raffles vision.
• Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
• Well developed technical and computer skills.
• The ability to work full time during the overnight shift.
• An understanding and willingness to contribute to a 24h operational schedule when required.
• 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.

Desirable

• Experience with OPERA PMS, Alliants, Knowcross and Alcatel PBX or equivalent systems.
• A degree in Hospitality Management from an accredited educational institution.
• Ability to demonstrate previous experience in understanding the requirements for functioning within a high preforming Team.
• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.