Job Description

Raffles London at The OWO on London’s Whitehall, unites the allure and heritage of Raffles with one of the world’s most historic addresses with a name is synonymous with luxury, glamour, and extraordinary adventure.

This fine Grade II* listed Edwardian building has been transformed with 120 rooms and suites along with a collection of 85 exceptional branded residences. Within The OWO destination there are a total of nine restaurants and three bars, including one by our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness offer the latest in wellbeing, and a 600 seated-capacity grand ballroom, The Whitehall, is perfect for all kinds of special occasions and events.

Within these much-storied walls, where legendary statesmen and women once shaped the modern world, guests are now invited to discover new and inspiring emotions and connections.

At Raffles, you arrive as a guest, leave as a friend and return as family. ​

Responsible for leading and managing the European, Leisure markets selling rooms, events and banqueting within the Raffles London OWO.

Responsible for ensuring all sales calls and leads are fully followed up and logged in line with the Raffles standards. Building relations and growing recognition of the hotel. Achieving time sensitive and budget targets.

Be on site to meet and greet clients, work with the events operations and concierge teams to ensure guests needs are met and ensuring smooth and efficient service and the ability to pre-empt and deliver a luxurious and high-quality level of service.

Responsibilities

Operation

• To fully penetrate the assigned markets for Leisure sales for Raffles London and build its reputation as one of the top tier luxury hotels in London for leisure, families, extended stays and regular guests.
• To work with the Director of Sales & Marketing and the Director of Sales to create and implement a sales strategy in accordance with budget
• To attend sales missions, networking events, trade shows and exhibitions as required
• To prospect new opportunities through telephone calls, e-mail, virtual presentations and in-person visits. To research, expand and develop new accounts and business opportunities.
• To identify and lead the account management of key clients to ensure revenue is maximized
• To create a portfolio of top accounts and keep consistently updated
• To identify potential changes in the market in a timely manner and pivot to ensure that revised strategies are quickly in place to stimulate alternative demand channels
• To monitor competitor activity in the market and to be consistently up to date with school holiday schedules, state visits, cultural occasions and political and economic change
• To coordinate logistics & funding and accompany fam trips to Raffles London to increase awareness, knowledge and loyalty among key opinion leaders and top bookers from the assigned markets.
• To work closely with the on-property Reservations Team to ensure all requests are dealt with in a timely manner and are presented with creativity and imagination
• To have a good understanding of revenue management and work collaboratively with the Director of Revenue Strategy to achieve hotel goals
• To manage the sales system to ensure all information is correct and updated and that all bookings, enquiries and activities are logged to maintain a comprehensive account management system and clean database
• To work within the boundaries of the budgeted and forecasted sales expenses
• To ensure payment schedules are made clear to clients and are always adhered to
• To submit reports to the Director of Sales when required
• To ensure clear, positive, and regular communication with the Accor National Account Managers, the Regional Sales Offices and the Luxury Sales Team and to work collaboratively to achieve all goals
• To work with the Director of Sales and the Director of Communications on trade marketing pieces and other ad hoc marketing and promotional activities that will support the sales strategy
• To be entrepreneurial, highly creative and think beyond the boundaries
• To have a very strong knowledge of hotel operations and be ‘hands on’ for VIP arrivals.
• To take time to get to know customers, to build lasting relationships and be always committed to service excellence

• 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.

Qualifications

Essential

• Previous experience working the European leisure market.
• Minimum of 2 years’ experience in a similar role in a luxury environment.
• Someone who has an extensive network of contacts and relationships within the corporate market or diplomatic market.
• 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.
• Professional level of spoken French language

Additional Information

Why join our Raffles team?

Not only will you be joining one of the worlds best hotels you will also receive great benefits including:

• 28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years (35 Days).

• Staff meals whist on duty.
• Free dry cleaning for uniform.
• Employer pension contribution of 3%
• Enhanced sick pay.
• Enhanced maternity, paternity and adoption pay.
• Life Assurance 1x salary
• Employee assistance program, including virtual GP and financial advice.
• Season ticket loans and cycle to work scheme.
• Colleague gifting to celebrate special occasions.
• Paid days off to move house or give back time to a charity of your choice.
• Internal learning and development programmes tailored to you.
• Fun-filled events, whether that’s a pub quiz, team run or festive party.
• Employee benefit card offering discounted rates of up to 30% at Accor worldwide and Raffles London F&B outlets.
• Worldwide development opportunities across Accor’s extensive brand portfolio.