Guest Experience Manager

As an Oasis for the welltravelled and our Raffles promise to provide both an intimate and luxurious experience our Guest Experience Manager provides the necessary guidance and leadership for managing the daily Guest Experience operations at the heart of our communications centre and delivering on this promise to our guests. Holding a discerning eye towards maintaining exceptional operational standards in the communications centre this is a key role in the Front Office operational structure. You will take great pride in ensuring our operation has a guest centred focus in everything that we do while contributing towards a supportive and engaging environment within the Guest Experience team to achieve this. This role requires a personable courteous and efficient manner towards working in a fast paced and ultraluxury environment whilst being able to meet the elevated expectations of our guests. 

Responsibilities

Operation

• To assist the Director of Front Office & Guest Experience in efficiently managing the department according to established team goals and standard operating procedures.
• Ensuring that the team are providing a professional and courteous service to our guests whilst maintaining LQA standards across the Front Office and Switchboard.  
• Taking recording and resolving guest complaints inquiries or concerns in a courteous and efficient manner. Ensuring that appropriate follow through is made and ensuring that problems are resolved and expectations are exceeded.
• Supervision of Guest Experience team ensuring their daily tasks are carried out with a high level of efficiently and professionalism.
• Maintaining good organisational skills towards daily tasks and ensuring these are carried out with a high level of efficiently and professionalism.
• Additional responsibilities as assigned in absence of the Assistant Front Office Manager or HOD.
• Performance of additional duties as required or assigned including working in different departments than usually assigned.
• Ensuring knowledge of hotel operations and events are constantly up to date and that this is also shared by the wider team.
• Ensures that the team delivers a high level of service to guests making Food & Beverage Reservations ensuring that these are taken in a professional manner to align with both LQA and Forbes standards.
• Maintaining knowledge of promotions within the hotel outlets in order to actively engage with guests on these options ensuring that this is also carried out to a high level by the team.
• Excellent product knowledge of outlet layouts and operations to assist guests with making both larger group and to accommodate special requests.
• Developing and documenting steps of service in line with the greater Raffles vision for development of the team and processes.
• 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.

Additional Information :

Why join our Raffles team

Not only will you be joining one of the worlds 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.  
• Funfilled events whether thats 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 Accors 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.

Remote Work :

No

Employment Type :

Fulltime