Location
London

Hours
Full Time - 24-hour operational schedule with flexibility as required

Salary
Negotiable

About the Role
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* listed Edwardian building has been transformed into a luxury destination featuring 120 rooms and suites alongside 85 exceptional branded residences. The OWO offers nine restaurants and three bars, including one by signature chef Mauro Colagreco, a Guerlain spa, Pillar Wellness facilities, and a grand ballroom with a 600-seat capacity ideal for special occasions and events.

The Hotel Manager is an Executive Committee (EXCO) role responsible for overseeing all aspects of hotel operations, including Rooms Division and Food & Beverage. Working closely with EXCO, the Hotel Manager ensures the delivery of the Raffles London at The OWO experience throughout the entire guest journey while optimizing forecasts and budgets. This role involves leading, coaching, and empowering the team to foster a sense of purpose and drive organizational success.

Key responsibilities include personally welcoming key residents and guests, reviewing guest feedback regularly, and maintaining effective communication with EXCO and the Managing Director. The Hotel Manager leads by example in embodying Raffles brand values, service culture, and Code of Ethics. They set operational goals to achieve gross operating profit targets through competitive RevPar Index, Average Check, and CPOR goals, support annual budgeting processes, and identify new revenue opportunities.

Collaboration with the Food & Beverage Director ensures alignment of concepts, service sequences, and products with market trends and brand vision. The Hotel Manager guarantees that guests experience the highest standards, including Forbes and LQA benchmarks, and supports positive owner relations through appropriate communication.

Additional duties include preparing weekly GM reports, making informed decisions aligned with Accor’s vision and values, fostering guest-centric approaches, and driving continuous improvement and innovation. The role also requires leadership under pressure, promoting creativity and innovation among employees, and ensuring strict adherence to health and safety regulations.

This position may require working in different departments or restaurants as needed and supporting change management initiatives to enhance business performance.

Experience
Proven leadership experience in hotel management with a strong focus on guest service excellence and operational oversight. Experience working within luxury hotel environments and managing multi-departmental teams is highly desirable.

About you
Exceptional communication and customer service skills, both written and spoken. Strong time management skills with the ability to multitask while maintaining a professional appearance. Willingness to contribute to a 24-hour operational schedule when required. Ability to remain composed under pressure and provide effective leadership and guidance to the team. Creative and innovative mindset with a commitment to fostering employee engagement and recognizing contributions.

Qualifications
Relevant qualifications in hospitality or hotel management are preferred. Comprehensive understanding of health and safety regulations and emergency procedures. Ability to interpret business indicators and financial data to inform strategic decisions. Commitment to upholding brand values, service culture, and ethical standards.