Location
London

Hours
Based on operational needs, including night shifts and a 24-hour operational schedule when required.

Salary
Negotiable

About the Role
Join Raffles London at The OWO, a landmark luxury hotel blending heritage and modern elegance. Reporting to the Reservations Manager, you will be responsible for the accurate and efficient execution of hotel room reservations, delivering the highest level of personal service. You will handle reservation inquiries via phone, email, and online channels, assist guests with room bookings, provide detailed information on room types, rates, and hotel facilities, and process modifications, cancellations, and re-bookings. The role requires independence, proactivity, and professionalism, especially during high demand periods.

You will liaise closely with other departments to ensure seamless guest service, exceed guest expectations daily, and provide personalized service by anticipating guest needs and preferences. Handling guest concerns, complaints, and special requests professionally and efficiently is essential. You will also offer recommendations on local attractions, dining, and transportation, promote upselling and cross-selling opportunities to maximize room revenue, and maintain accurate records of reservations, guest information, and payments.

Health and safety are paramount. You will be expected to report and rectify hazards, be fully conversant with fire, emergency, and bomb procedures, and ensure the safety of guests and colleagues by adhering to laws and anticipating hazards. You will also encourage a general awareness of health and safety within the department.

Employee benefits include complimentary upgrades, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, 28 days holiday plus additional days for service, staff meals, free uniform dry cleaning, pension contributions, 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, internal learning and development, fun events, employee discount cards, and worldwide development opportunities across Accor’s portfolio.

Raffles values respect, excellence, belonging, empowerment, and integrity, fostering an inclusive environment where diverse talent thrives.

Experience
Proven ability to provide high levels of service under pressure. Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards is desirable.

About you
Enthusiastic and committed to delivering exceptional service and experiences in any situation. 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 including night shifts. Knowledge of Opera and MS Office, especially Excel, is desirable. Understanding of the luxury sector is a plus.

Qualifications
Not explicitly required but a professional attitude, commitment to excellence, and ability to work in a luxury environment are essential.