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About the Role
Under the direction of the Luggage Master, you will be a direct point of contact for guests in the lobby, assisting them with their luggage and delivering it to their rooms promptly. You will also run errands for guests and employees, handle all guest luggage, packages, and parcels with care, and manage the public areas of the hotel to meet and exceed company standards.
Responsibilities
- Act as the contact point between Front office and guests.
- Confidently welcome and greet guests to Raffles standards, using name recognition whenever possible.
- Assist door, concierge, and lobby staff to ensure smooth transitions for all guests and residents.
- Track and trace all luggage and guest items arriving into the hotel.
- Escort guests and luggage through the building.
- Arrange taxi and pick-ups of guests and transfers of luggage in a detailed manner.
- Perform manual handling and lifting of guest items, ensuring great care is taken at every step.
- Undertake additional responsibilities in the absence of a line manager or senior employee.
- Perform other duties as required or assigned, including working in a different department or restaurant than usually assigned.
- Report and rectify all potential and real hazards immediately.
- Be fully conversant with all departmental Fire, Emergency, and Bomb procedures.
- Ensure the safety of persons and property by adhering to laws and ordinances, and by anticipating and mitigating hazards.
- Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.
Requirements
- Ability to communicate clearly and efficiently in English, both verbal and written.
- Recent experience within a 5-star hotel or a similar role.
- Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
- Ability to work within a team, multitask, and remain calm under pressure.
- Distinctive, professional, and warm personality.
- 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 multitask while maintaining an immaculate and professional appearance.
- Understanding and willingness to contribute to a 24h operational schedule when required.
- This role will include heavy lifting and manual handling with all training and procedures to be followed.
Skills
- Name recognition
- Luggage handling
- Errand running
- Guest relations
- Public area management
- Communication skills
- Customer service skills
- Time management
- Multitasking
- Teamwork
- Calm under pressure
- Professional appearance
Location
- London
Work Type
- Permanent
- Full-Time
Experience Level
- Recent experience within a 5-star hotel or a similar role
- Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards (Desirable)
Benefits
- Complimentary upgrades
- Extended stays
- Discounted stays across Fairmont & Raffles properties
- Special dining and wellness discounts
- 28 days holiday including bank holidays plus a day extra for every year of service up to 5 years (35 Days)
- 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
- 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, offering culturally enriching, intellectually stimulating experiences that are respectful of local communities, heritage, and the environment.
- Raffles London at The OWO unites the allure and heritage of Raffles with one of the world’s most historic addresses, offering 120 rooms and suites, 85 branded residences, nine restaurants, three bars, a spa, and a grand ballroom.
- At Raffles, the philosophy is: you arrive as a guest, leave as a friend, and return as family.
Equal Opportunity
- Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.