Front Office Intern

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 Front Office Intern position will help with a variety of duties across the Front Office department. For four working days you will spend time with Raffles Ambassadors, who are the face of our Front of House operations and will be instrumental in delivering on this promise to our guests.

Holding a discerning eye towards providing exceptional operational standards, this is a key role in the guest journey. You will take great pride in ensuring our operation has a guest centred focus in everything that we do, while contributing towards a supportive and engaging environment within the Front Office team to achieve this. This role requires a confident, courteous and warm manner towards building strong relationships with our guests while being predominately based in our Grand Lobby. We require a strong willingness to work in a fast paced and ultra-luxury environment, whilst being able to meet the elevated expectations of our guests.

For the remaining working day each week you will rotate across different areas in the Front Office department. 

Responsibilities

Operation

• To build meaningful relationships with our guests, while creating a sense of place in our Grand Lobby with a heartfelt approach towards achieving this.
• To have a strong understanding of established team goals and standard operating procedures, while being able to deliver on these shared goals within a Team based environment.
• Providing a professional and courteous service to our guests, whilst maintaining LQA and Forbes standards across the operation.   
• Taking and proactive approach towards resolving guest complaints, inquiries or concerns in a courteous and efficient manner, whilst being able to identify appropriate situations when these should be escalated.
• Ensuring that appropriate follow through is made with all guest requests and ensuring that problems are resolved, with expectations being exceeded.
• Maintaining good organisational skills towards daily tasks and ensuring these are carried out with a high level of efficiently and professionalism.
• 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.

Qualifications, Skills & Experience

Essential

• A confident approach towards building new relationships with guests.
• A genuine and captivating personality, with a true passion for guest service.
• A wiliness and eagerness to contribute towards setting up pre-opening 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.
• A proven track record and ability to provide high levels of service under pressure.
• Exceptional communication and customer service skills, both written and spoken.
• Strong time management skills with the ability to multi-task while maintaining an immaculate and professional appearance.
• An understanding and willingness to contribute to a 24h operational schedule when required.

Desirable

• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.