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
Your role will be responsible for welcoming and looking after all residents, guests and members who enter the spa, fitness, and pool areas.
The Spa Butler ensures the guests experience is up to the standards of the brand by dealing with
them directly and addressing the details behind the scenes to go above and beyond the guest expectations. Their objectives include assisting guests with spa related information, giving them personal attention, anticipating their needs and being an escort to the appropriate facilities.
You will work in close contact with all other hotel departments to ensure a smooth and consistent service, surpassing the guests’ expectations.
Responsibilities
Operation
- Greet all arriving and departing guests by name, inquire about their level of satisfaction of the services, and always maintain positive relations.
- Recognise arrivals of all VIP guests arriving in both the spa and hotel, using name recognition whenever possible.
- Responsible for driving the guest experience and communication amongst the colleagues orchestrating a smooth guest sequence delivery.
- Ensure guest and member preferences and special requests and guest recognition are accommodated to the best of the property’s abilities.
- Ensure the spa is receiving the highest ratings from the TrustYou VOG scores as well as LQA and Forbes guest satisfaction.
- Maintain guest confidentiality at all times whilst communicate guest preferences to relevant departments and co-workers.
- Deal with any guest complaints, comments or concerns with discretion and urgency.
- Maintain the provision of amenities and towels, this includes stocking fresh ones and collecting used ones and delivering them to the needful delivery points.
- Ensure treatment area lighting and music levels are correctly set and maintained.
- Knowledgeable of the spa’s reservation systems, POS system, operation & control system and laundry equipment.
- Maintain the appearance of all therapy facilities including prep, treatment areas, all guest access areas, and any supporting facilities.
- Retrieve and deliver linen daily to the main laundry and count to ensure no linen is missing.
- Roll and stock towels in guest areas as per the standard.
- Ensure all lockers are stocked to standard with appropriate supplies.
- Prepare, deliver and present drinks and refreshments in a hygienic and professional manner
- Clean and disinfect all areas of the spa including showers, bathrooms, reception, wet and thermal areas, guest lounges, staff rooms and prep area and also within the treatment rooms when asked to support. This role also covers the fitness area and pool.
- 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.
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.