Residential Housekeeping Floor Supervisor

Company Description

Raffles Hotels & Resorts

The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future.  Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment. 

About Raffles London

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

To oversee and lead the housekeeping duties within the Residential department, be distinctive in guiding and training Room Attendants on your allocation and checking the standards of cleanliness in the vacant and occupied apartments to deliver the ultimate and seamless guest experience. To ensure all apartments, corridors, staircases and service areas are kept to the highest standard of cleanliness to meet The Raffles London standards and to act as an ambassador of the Raffles values during your interaction with guests and colleagues. To assist with hotel housekeeping when required.

Responsibilities

Operation

• To provide day to day direction and allocation of tasks for room attendants and house porters on the floor.
• To participate in or lead departmental meetings and training sessions.
• To liaise with other departments to ensure positive communication and offer support.
• To maintain effective communication with the housekeeping department and escalate any issues or problems to Senior/Head/Executive Housekeepers.
• To ensure smooth running of housekeeping team through effective team work.
• To report any maintenance faults and to ensure that repairs are carried out.
• To interact in an intuitive, warm , generous and professional way with all guests, anticipating their needs and responding to any requests.
• To be knowledgeable of all the hotel service and outlets to respond to any guest requests.
• To ensure that the team uses knowcross to communicate smoothly.
• To report and to follow up on any engineering issue in knowcross.
• To be aware of the status of all rooms, to follow up and to respond promptly to any room queries i.e. room placed in Q, from the Front office team.
• 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

• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation
• 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

• Previous housekeeping and supervision experance.
• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

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.
• Please note that this position will involve an element of pulling, Lifting, Pushing and/or Manual Handling.
• This position requires the fulfilment of night shift duties based on the operational needs of the business. The ability and willingness to work during these hours is a necessary condition of employment.

Why join our Raffles team?

Employee Benefits:
Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

• 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?

Respect:  We value the needs ideas and individuality of others; we treat everyone with fairness and dignity.

Belonging: We celebrate our differences. We support each other and we always stand together.

Integrity: We build trust through mutual respect and being authentic.

Empowerment:  We have the authority to take initiative and anticipate moments to create unforgettable experiences.

Excellence: We make genuine connections and we cherish every opportunity to make the people around us feel special.

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.

About the Application Process:

At Raffles, we want to bring out your highest potential. Shortly after applying, you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.

We aim to respond to every application promptly, however if you do not hear form us within 2 weeks, please assume your application has not been successful at this time.