Butler

Company Description

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 and Pillar Wellness, and a 600 seated‑capacity grand ballroom.

As a Butler, you will act a Raffles London Ambassador taking pride in serving our guests, introducing hotel’s vast offerings, and sharing vibrant stories of this magnificent Grade II listed landmark.

You will play a key role looking after every aspect of our guests’ experience, always respecting their privacy and ensuring they truly do feel at home while staying at The Raffles London at The OWO.

You will become their first point of contact and with this in mind you will arrange for all daily services to be coordinated around their itineraries and ensure that their every wish is actioned exceeding their expectations, creating a moment of delight and surprise. Building a strong, emotional, and genuine rapport and, depending on guests’ preferences, adhere your style of service.

You will appreciate that every day is different and focus on delivering consistent and personable service.

This role may include night cover on occasions.

• Direct point of contact for the guests staying across the Butler Suites.
• Acting as a hotel ambassador promoting hotel offerings and sharing quirks and insights of the hotel’s vibrant history.
• Create positive environment for both colleagues and guests actively obtaining the feedback and looking out for any clues that could be act on to surprise and enhance guest experience.
• Engage in genuine non scripted conversations creating a home away from feel, trust and strong personal rapport with our guests.
• Responsible for every aspect of guest stay and daily operations including but not limited to room set up, amenities, warm meet & greet, room orientation, unpacking, packing, guest wardrobe, welcome drinks, organising itineraries, deliveries, gift wrapping, morning service, table setting, in room dining experience, turndown service, preparation for the departure, stock take, Butler pantries, shoe polishing, stationary.
• Respond to guests concerns and requests in a friendly manner and ensure that appropriate action is taken in close communication with all involved departments to guarantee best solution and highest satisfaction.
• Coordinate with the Housekeeping and Engineering teams to ensure the suites are ready for guest arrival and are kept in excellent condition.
• Ensure all respective amenities are setup according to guest profiles and packages booked.
• Proactively share insights about the local events, restaurant openings, and exhibitions and give personal recommendations.
• Responsible for running pets and kids’ programme.
• Responsible for looking after long‑term storage solutions.
• Discretely monitor the guests access spaces collecting preferences and proactively use systems available to build up profile notes.
• Additional responsibilities in absence of line manager or senior employee.
• Performs other duties as required or assigned including working in a different department or restaurant, than usually assigned.

• Ensure that all potential and real hazards are reported immediately and rectified.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of the persons and the property of all within the premises, by strict adherence to existing laws, statues and applicable ordinances, and by anticipating possible and probable hazards and conditions and either correcting them or pre‑planning a defence against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

• Great in‑depth knowledge of the entire hotel operations with previous experience working as a Butler in luxury establishment.
• Ability to exercise good judgment and understanding the…