The Raffles London
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.
Scope Of Position
The Spa Reservations Agent is predominantly back-of-house role within the Spa & Wellness operation at Raffles London. The position plays a critical role in shaping the guest experience behind the scenes, overseeing spa diary management, reservations strategy, guest communication, and revenue optimisation.
While primarily administrative and commercial in nature, the role has a strong focus on curating seamless guest journeys, including the coordination of guest celebrations, VIP experiences, and bespoke wellness itineraries. The role will also require some front-of-house presence at the spa or concierge desk to support service delivery and ensure continuity of the guest experience.
Responsibilities
Operation
- Act as the central point of control for all spa reservations and diary management
- Ensure optimal utilisation of treatment rooms, therapists, practitioners, stylists, trainers and facilities through strategic scheduling
- Maintain accuracy and consistency across all booking systems and internal records
- Support Spa Management with administrative oversight and reporting as required
- Curate end-to-end spa guest journeys, from initial enquiry to post-visit follow-up
- Coordinate guest celebrations, special occasions, VIP visits, and bespoke wellness experiences
- Anticipate guest preferences and personalise arrangements to exceed expectations
- Liaise with Concierge, Front Office, Events, and Spa teams to ensure flawless execution
- Maximise spa revenue through intelligent diary management, upselling, and cross-selling
- Identify opportunities to enhance yield through treatment pairing, add-ons, and retail recommendations
- Support promotional activity, seasonal offers, and tailored guest experiences
- Manage all spa-related email correspondence with a refined, timely, and personalised approach
- Review, maintain, and enhance spa email templates to reflect brand standards and luxury tone of voice
- Handle complex enquiries, complaints, amendments, and guest feedback with professionalism and discretion
- Manage group, corporate, and event-related spa bookings from enquiry through to delivery
- Prepare detailed confirmations, schedules, and itineraries for group and VIP guests
- Work closely with Sales and Events teams to ensure alignment and service excellence
- Support concierge and reservations colleagues on spa offerings, systems, and procedures
- Communicate daily with Spa Teams for the business ahead.
- Act as a subject-matter expert for spa knowledge and booking best practice
- Support consistency and excellence across all spa reservations touchpoints
- Provide front-of-house coverage at the spa or concierge desk during peak periods or operational need
- Maintain the same high standards of service, presentation, and guest engagement when guest-facing
- Uphold Raffles’ legendary service philosophy in every interaction, both guest-facing and behind the scenes
- Maintain discretion, confidentiality, and meticulous attention to detail at all times
Health and Safety
- 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.