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About the Role
Raffles London at The OWO unites the allure and heritage of Raffles with one of the world’s most historic addresses. This role is key to curating exceptional experiences for residents and guests within a luxury residential and hotel environment.
Responsibilities
- Deliver exceptional, warm, and highly personalised concierge service to residents and guests.
- Act as the primary point of contact within the building, maintaining a visible, approachable, and professional presence.
- Manage resident, guest, and contractor arrivals and departures with efficiency and discretion.
- Coordinate concierge services and resident requests, including bookings, deliveries, taxis, and local recommendations.
- Oversee front-of-house presentation, ensuring all public and resident-facing areas are immaculate.
- Monitor building security systems and respond promptly to any issues.
- Liaise with property management, maintenance teams, and contractors for seamless operations.
- Handle resident enquiries and concerns professionally, resolving issues proactively.
- Manage keys, access fobs, parcels, and deliveries securely.
- Maintain accurate, confidential records of resident interactions and issues.
- Support compliance with health & safety, fire safety, and data protection requirements.
- Represent the development’s brand and values through personal presentation and communication.
- Perform additional responsibilities in the absence of a line manager or senior employee.
- Undertake other duties as required or assigned, potentially in different departments.
Requirements
- Ability to communicate clearly and efficiently in English, both verbal and written.
- Recent experience within luxury residential environments or 5-star hotels or a similar role.
- Market knowledge of competitors and event industry trends.
- Enthusiasm and commitment to delivering the best service and experiences possible.
- Proven 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.
- Willingness to contribute to a 24h operational schedule when required.
- Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards (desirable).
Skills
- Concierge services
- Customer service
- Communication
- Time management
- Multi-tasking
- Security systems monitoring
- Record keeping
- Health & safety compliance
- Fire safety compliance
- Data protection compliance
Location
- London
Work Type
- Permanent
- Full-Time
Experience Level
- Recent experience within luxury residential environments or 5-star hotels or a similar role
- Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards (desirable)
Salary/Compensations
- up to GBP 28109 - yearly
Benefits
- 28 days holiday plus an additional day for every year of service up to 5 years (35 Days total).
- Staff meals whilst 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.
- Fun-filled events.
- 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.
About the Company
- Raffles Hotels & Resorts is a legendary brand, steeped in history since 1887.
- 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.
- Raffles London at The OWO is located at one of the world’s most historic addresses, uniting the allure and heritage of Raffles with a name synonymous with luxury, glamour, and extraordinary adventure.
- The OWO destination includes 120 rooms and suites, 85 branded residences, nine restaurants, three bars, a signature chef restaurant, a spa, and a grand ballroom.
Equal Opportunity
- Raffles is committed to creating an inclusive environment where diverse talent thrives.
- We welcome candidates from all backgrounds to join our team.