Residences Lounge Manager

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. ​

Your role will be working within the residential lounges at The OWO Residences by Raffles.

Working with the Residential Lounge team to offer a luxurious and high level of service and interaction within the lounge and residents department, including daily set up and service. The role involves the ability to pre-empt and deliver a luxurious and high-quality level of service to residences whilst managing delivery and service targets.

You will work in close contact with the hotel’s F&B department and residential concierge to ensure a smooth and consistent service, surpassing resident expectations.

RESPONSIBILITIES 

Operation

• Ensuring a high level of resident experience and service when in the lounge and residential areas.
• Communication with staff, residents and guests in a friendly and professional manner.
• Building and developing good relationships including problem solving and complaint handling.
• Managing time sensitive targets.
• Working closely with other departments across the Hotel.
• 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

• To support the team and assist with trouble shooting and resolving client and guest challenges as needed.
• To strive for high standards across the department and to suggest and implement improvements where needed.

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
• Emergency procedures are rehearsed regularly with attendance records, implemented and enforced to provide for the security and safety of guests and employees
• 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

• Ability to communicate clearly and efficiently in English, both verbal and written.
• Recent experience within in luxury residential environments or 5-star hotels or a similar role.
• Market knowledge of competitors and event industry trends.
• Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
• Proven track record of surprising and delighting guests to provide exceptional service.
• Able to work within a team.
• Ability to multitask and remain calm under pressure.
• To be detail oriented.

Desirable

• An understanding of the luxury sector.
• A passion for hospitality
• Knowledge of MS Office.

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.