Receptionist, Hospitality ​/ Hotel ​/ Catering

Company Description

The Raffles London at The OWO and The OWO Residences by Raffles operates a 120‑room and suites flagship hotel at the iconic Old War Office building along with a collection of 85 exceptional branded residences at this landmark destination on Whitehall, including 12 distinct restaurants and bars, including our signature chef Mauro Colagreco. The Guerlain spa, Pillar Wellness, and a 600‑seated‑capacity grand ballroom.

The Receptionists are the face of our Front Office operations and will be instrumental in delivering on this promise to our guests. With a discerning eye for exceptional operational standards at the front desk, this key role will ensure a guest‑centred focus in everything we do, contribute to a supportive and engaging Front Office team environment, and meet the elevated expectations of our ultra‑luxury guests.

• Ensure that reporting functions are carried out accurately.
• Understand established team goals and standard operating procedures, and deliver on shared goals within a team based environment.
• Provide a professional and courteous service, maintaining LQA and Forbes standards across the Front Office operation.
• Take a proactive approach to resolving guest complaints, inquiries or concerns, and identify situations that should be escalated.
• Follow through on all guest requests, ensuring problems are resolved and expectations exceeded.
• Maintain good organisational skills for daily tasks, carrying them out efficiently and professionally.
• Assume additional responsibilities in the absence of line manager or senior employee.
• Perform other duties as required, including working in a different department or restaurant.

• Report and rectify all potential and real hazards immediately.
• Be fully conversant with departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of persons and property on premises by strict adherence to laws, statutes and ordinances, and pre‑plan against hazards.
• Stimulate and encourage general awareness of Health and Safety within all tasks and activities.

• Willingness and eagerness to set up standards and objectives in line with the broader Raffles vision.
• Strong time‑management skills with the ability to multi‑task while maintaining an immaculate and professional appearance.
• Well‑developed technical and computer skills.
• Availability to work full time during overnight shift.
• Understanding and willingness to contribute to a 24‑hour operational schedule when required.
• Proven track record of delivering high levels of service under pressure.
• Exceptional communication and customer‑service skills, both written and spoken.

• Experience with OPERA PMS, Alliants, Knowcross and Alcatel PBX or equivalent systems.
• A degree in Hospitality Management from an accredited institution.
• Previous experience in understanding requirements for a high‑performing team.
• Experience in a luxury hotel environment working with LQA, Forbes 5★ or equivalent standards.

• We value the needs, ideas and individuality of others; we treat everyone with fairness and dignity.
• We celebrate our differences. We support each other and always stand together.
• We build trust through mutual respect and being authentic.
• We have the authority to take initiative and anticipate moments to create unforgettable experiences.
• We make genuine connections and cherish every opportunity to make people feel special.