Assistant Director of Residences

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

Your role is responsible for managing and supervising the residences division at The OWO Residences by Raffles.

Working closely with the Director of Residences to oversee all general estate management aspects, as well as leading the concierge department and ultimately the residents’ journey. The role involves the ability to pre-empt and deliver an enchanted and high-quality levels of service to residents whilst managing delivery and service targets.

Coordinating functional support from hotel staff, including security, food & beverage, catering, spa, housekeeping and engineering to deliver superior basic and a la carte services

RESPONSIBILITIES (OR AREAS OF RESPONSIBLITIES FOR SENIOR POSITIONS)

• Leading the day-to-day operations of the residences division as the Head of Department.
• Implementing and monitoring all processes, procedures, and service standards for the department.
• Driving innovation and continuous improvement of the department and the residents experience.
• Primary liaison and effectively handling any resident concerns and requests.
• Coordinating resident key property information, completion statements, service charge demands and billing utilities
• Shared responsibility for departmental budgeting, and tracking, monitoring, invoicing and forecasting fee income.
• Collaborate with the Director of Residences to develop and implement effective business strategies that drive growth and innovation. 
• Building relationships with residents to develop loyalty through presence.
• Review all owner comments and complaints and corrective action taken and formulate solutions to prevent dissatisfaction reoccurring.
• Working alongside the leadership team to ensure an engaging work environment for all colleagues.
• Providing support, coaching and training for the residences division.
• Performs other duties as required or assigned with additional responsibilities in absence of the Director of Residences.
• Shared responsibility of delivery of ambitious five-year growth plan.

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:

• 31 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).
• 20% annual bonus.
• Staff meals whist on duty.
• Free dry cleaning for uniform.
• Employer pension contribution of 9%
• Enhanced sick pay.
• Enhanced maternity, paternity and adoption pay.
• Life Assurance 3x salary
• Family Bupa healthcare and Solo Dental care plans.
• 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.