The Raffles Club Operations and Experience Manager leads the day-to-day operation and ongoing development of Raffles Club. The role is accountable for driving positive change, elevating service standards and creating distinctive experiences across the Club’s key offerings, including breakfast, afternoon tea and aperitivo. Working closely with Rooms, Food and Beverage, Culinary and other hotel teams, the Manager ensures that each guest touchpoint feels thoughtful, personal and consistently delivered, while maintaining engaged teams and sound commercial performance.
Key Responsibilities
Service, Guest Experience and Operations
- Lead the Club during operating hours and ensure the team delivers warm, personalised and discreet service from welcome through farewell.
- Set clear service expectations and maintain consistent standards across all Raffles Club touchpoints and offerings.
- Shape and deliver distinctive guest experiences for breakfast, afternoon tea and aperitivo, coordinating menus, presentation and service with Food and Beverage and Culinary teams.
- Meet and engage with guests, recognise repeat visitors, maintain accurate guest preferences and history, and respond promptly to individual needs and special requests.
- Monitor guest feedback and comment cards, resolve complaints with care, and follow up on corrective actions to prevent recurrence.
- Coordinate welcome letters, amenities and other guest arrangements, ensuring requests and requisitions are completed accurately and on time.
- Promote the hotel’s facilities and experiences where relevant, and collaborate with other departments to support a seamless guest journey.
- Maintain the full range of services offered at Raffles Club and ensure the lounge is presented and operated to the expected standard.
- Demonstrated a hands on experience overseeing food and beverage service, ideally in a luxury hotel lounge, club or comparable operation
- Monitor food quality, beverage standards, buffet and table presentation, service timing and product availability, addressing issues with the relevant teams
- Oversee food and beverage service across breakfast, afternoon tea and aperitivo, coordinating with Culinary and Food and Beverage teams on menus, beverage selection, presentation, service sequence and seasonal changes
- Stock check and inventory management
- Calculate and review food and beverage costs for each service period, monitor spend against budget and actual covers, and investigate variances
- Manage day to day operating expenses and take action to keep expenditure within budget while protecting food quality and the guest experience
Change, Service Improvement and Experience Development
- Take ownership of the continued development of Raffles Club, identifying opportunities to improve service, operations and the overall guest journey.
- Translate ideas and guest insights into practical action plans, lead implementation with the relevant teams, and review the results.
- Use guest feedback, operational observations and performance measures to identify gaps, address recurring issues and sustain improvements.
- Encourage a culture of initiative, attention to detail and continuous improvement, helping the team understand the purpose behind changes.
Team Leadership and Development
- Lead, coach and develop the Raffles Club team, building confidence, accountability and strong team cohesion.
- Work with the Director of Rooms and People and Culture to plan staffing needs, support recruitment and prepare structured induction for new colleagues.
- Identify training needs and deliver or coordinate training that supports service standards, guest recognition and operational consistency.
- Prepare effective duty and vacation schedules, taking account of occupancy forecasts, group movements and operational requirements.
- Conduct regular team briefings and meetings, probation reviews and performance appraisals; provide timely feedback and address conduct or performance concerns in line with company guidelines.
- Monitor the appearance, discipline and performance of colleagues under direct supervision.
Financial, Administrative and Strategic Management
- Work with the Director of Rooms to prepare and manage the departmental budget, monitor costs and take corrective action where needed.
- Control inventory, amenities and operating supplies; complete requisitions in a timely manner and maintain appropriate records.
- Review operating results and relevant performance measures, identifying opportunities to improve productivity, value and guest satisfaction.
- Organise the operation in line with occupancy forecasts and hotel priorities, and undertake related duties or special projects as assigned.
Health, Safety and Compliance
- Follow the hotel’s health, safety and security policies and procedures, and ensure direct reports do the same.
- Maintain a clean, safe and well-presented lounge and promptly report maintenance or safety concerns.