Location
London

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

Salary
Negotiable

About the Role
The Duty Manager plays a pivotal role in leading and managing the daily Front Office operations at Raffles London at The OWO, ensuring an exceptional guest experience in line with the brand's legendary standards. You will oversee the front desk and switchboard operations, maintaining high operational standards and fostering a guest-centred environment. As the Manager on Duty, you will handle guest complaints with courtesy and efficiency, ensuring issues are resolved to exceed guest expectations. This role requires leadership, composure under pressure, and the ability to motivate and support the Front Office team. Additional responsibilities include stepping in for senior staff when required and occasionally working in other departments or restaurants within the hotel.

Raffles London at The OWO is a distinguished Grade II* listed Edwardian building offering 120 rooms and suites, 85 branded residences, nine restaurants, three bars, a Guerlain spa, Pillar Wellness, and a grand ballroom. The hotel blends heritage with luxury, providing culturally enriching and intellectually stimulating experiences for guests.

Employee Benefits
Enjoy exclusive colleague perks including complimentary upgrades, extended and discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, 28 days holiday (pro rata) including bank holidays plus additional days for service, staff meals while on duty, free uniform dry cleaning, employer pension contribution, enhanced sick and parental pay, life assurance, employee assistance programs, season ticket loans, cycle to work scheme, colleague gifting, paid days off for moving or charity work, internal learning and development programs, fun team events, employee discount cards, and worldwide development opportunities across Accor’s brand portfolio.

Our Values
Respect: We value the needs, ideas and individuality of others and treat everyone with fairness and dignity.
Excellence: We make genuine connections and cherish every opportunity to make people feel special.
Belonging: We celebrate differences, support each other and stand together.
Empowerment: We encourage initiative and anticipate moments that create unforgettable experiences.
Integrity: We build trust through mutual respect and authenticity.

Diversity & Inclusion
Raffles is committed to creating an inclusive environment where diverse talent thrives and welcomes candidates from all backgrounds.

About the Application Process
After applying, candidates will receive an email from our partner AssessFirst to create a profile and complete a questionnaire. This mandatory step helps assess compatibility with the role and our culture of luxury excellence. We aim to respond promptly; if you do not hear from us within two weeks, please assume your application has not been successful at this time.

Experience
- Minimum of two years’ experience as a Duty Manager, Night Manager, or Reception Supervisor within a luxury hotel environment.
- Proven ability to provide high levels of service under pressure.
- Previous experience working with LQA, Forbes 5* or equivalent standards is desirable.
- Experience with OPERA PMS, Alliants, Knowcross, and Alcatel PBX or equivalent systems is advantageous.

About you
- Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
- Exceptional communication and customer service skills, both written and spoken.
- Courteous and efficient manner in dealing with guest complaints and resolving issues.
- Ability to remain composed under pressure and provide leadership and guidance to the team.
- Willingness to contribute to a 24-hour operational schedule when required.
- Creative, innovative, and supportive of team contributions.

Qualifications
- A degree in Hospitality Management from an accredited educational institution is desirable.
- Strong technical and computer skills.
- Commitment to health and safety standards and procedures.