Location
London

Hours
Full Time - Overnight Shift

Salary
Negotiable

About the Role
Raffles London at The OWO on London’s Whitehall combines heritage and luxury within a Grade II* listed Edwardian building featuring 120 rooms and suites alongside 85 branded residences. The hotel offers nine restaurants, three bars including one by signature chef Mauro Colagreco, a Guerlain spa, Pillar Wellness facilities, and a grand ballroom with a 600-seat capacity.

As a Night Receptionist, you will be the face of our Front Office operations overnight, playing a key role in delivering exceptional guest experiences. You will maintain high operational standards, ensuring a guest-centred approach while fostering a supportive and engaging team environment. This role requires a personable, courteous, and efficient manner to meet the elevated expectations of our guests in a fast-paced, ultra-luxury setting.

Key Responsibilities:
- Accurately perform night reporting functions
- Understand and contribute to team goals and standard operating procedures
- Provide professional and courteous service maintaining LQA and Forbes standards
- Proactively resolve guest complaints, inquiries, and concerns, escalating when necessary
- Ensure follow-through on guest requests, exceeding expectations
- Maintain strong organizational skills and professionalism in daily tasks
- Assume additional responsibilities in the absence of line managers or senior staff
- Perform other duties as assigned, including working in different departments or restaurants

Health and Safety:
- Report and rectify potential and real hazards immediately
- Be fully conversant with departmental Fire, Emergency, and Bomb procedures
- Ensure safety of persons and property by adhering to laws and anticipating hazards
- Promote general awareness of Health and Safety within the department

Experience
- Proven ability to provide high levels of service under pressure
- Highly desirable: at least one year’s experience as a Receptionist or Night Receptionist in a luxury hotel environment
- Experience working with LQA, Forbes 5* or equivalent standards is advantageous
- Experience with OPERA PMS, Alliants, Knowcross, and Alcatel PBX or equivalent systems is desirable

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
- Ability to work full time overnight shifts and contribute to a 24-hour operational schedule when required
- Ability to function effectively within a high-performing team environment

Qualifications
- A degree in Hospitality Management from an accredited institution is desirable but not essential