Hotel Manager

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

The Hotel Manager is an EXCO role responsible for managing all aspects of the Hotel Operation inclusive of Rooms Division and F&B division, working alongside EXCO to ensure the delivery of Raffles London’s at The OWO experience throughout the entire guest journey, meanwhile ensuring optimisation of forecast and budget. The Hotel Manager will lead, coach and empower the team to give the team a sense of purpose and in effect generate organisational success.

Responsibilities

• Be present to personally welcome key residents and guests. To continually review guest feedback.
• Communicates in an effective and timely manner with ExCo and the Managing Director on matters which requires the attention of ExCo and the Managing Director, whilst leading and guides the ExCo and management teams in driving the hotel to achieve its brand and guest driven goals.
• Leads by example in living the Raffles brand values and established service culture as well as Code of Ethics.
• Sets, plans and directs the operational departments to achieve agreed goals of gross operating profit through attaining competitive RevPar Index, Average Check and CPOR goals.
• Supports the hotel’s annual budgeting process and adhere to the KH/Accor established guidelines.
• Constantly identifies new revenue opportunities and improvement of existing revenue streams. Ensures intelligent use of funds available by optimising spending yet ensuring availability of funds for needed improvements and new initiatives.
• Works collaboratively with the F&B Director to ensure F&B concepts, service of sequence and product are aligned with vision and market trends at all times.
• Ensures guests the experience Raffles London at The OWO experience inclusive of Forbes and LQA standards and aims to achieve the scores and goals set.
• Helps and supports to establish positive owner relations through proper and appropriate communications with the appointed Owner’s representative.
• Supports and helps to prepare and submit the weekly GM reports to Corporate Office and Owners.
• Identifies and understands issues, problems and opportunities to male informed, sound decisions that align with Accor’ vision and values.
• Makes Guests and their needs a primary focus by gaining first hand guest information. Establishes and grows effective relationships to build the business.
• Understands and utilises economic, financial, industry and organisational data to track business, identify opportunities to establish solid business cases. Interprets business indicators and forecast outcomes to inform business strategies and plans.
• Identifies opportunities for continuous improvement and change. Seeks and encourages others to create and evaluate innovative approaches to existing work practices. Supports and implements change strategies and measures and monitors the impact of innovation and change on business results.
• Translates strategy into operational results by obtaining, comparing and identifying key issues and relationships relevant to achieving a long range goal or vision. Identifies opportunities that enhance performance and breaks down of strategies.
• 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.

Essential

• 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.

Disclaimer

• The information and statements in this Job Description only indicate the general nature and level of work to be performed by the employee. They are not an exhaustive list of all required responsibilities, duties and skills. Additional duties may be assigned and requirements may vary from time to time, in particular during special project periods. You may also be required to work in another position and another department from time to time, dependent on the needs of the business and within reason.

Why join our Raffles team?

Not only will you be joining one of the worlds best hotels you will also receive great benefits including:

• You will be offered a competitive salary
• Length of service awards for every year of service
• We offer Life Assurance to all our colleagues
• Enhanced sick pay
• Enhanced maternity, paternity and adoption pay
• Free dry cleaning for uniform and an allowance for personal items
• 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
• Worldwide development opportunities across Accor’s extensive brand portfolio