Deputy Executive Housekeeper

Raffles Hotels & Resorts

Greater London

On-site

GBP 55,000 - 75,000

Full time

14 days+

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Benefits offered by this job

28 days holiday

Staff meals

Dry cleaning for uniform

Pension plan

Life Assurance

Employee assistance

Season tickets

Cycle to work

Accor discounts

Development opportunities

Job summary

Raffles London at The OWO seeks a proactive Head of Housekeeping to lead the entire housekeeping and laundry operation. You will manage budgets, recruitment, training, and daily quality standards while upholding the brand’s luxury service expectations.

As a key ambassador, you will ensure guest satisfaction, mentor team members and collaborate with other departments to deliver exceptional experiences in a historic palace setting.

Qualifications

Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
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.
Willingness to contribute to a 24h operational schedule when required.

Responsibilities

Oversee department budgets, ordering, stock control and administration.
Lead recruitment, onboarding and development of housekeeping staff.
Coordinate weekly quality checks in public areas and avec contractors.
Ensure weekly/monthly reports and timesheets are timely and accurate.
Manage room set ups aligned with guest requirements and maintain high cleanliness standards.
Mentor and evaluate team performance through regular meetings and appraisals.
Support VIP arrivals and special events with appropriate staffing and setup.

Skills

Leadership

Budgeting

Staff management

Recruitment

Training

Adaco

Tools

Adaco

Job description

Raffles Hotels & Resorts

The Birthplace of stories and legends since 1887, Raffles is a legendary brand, steeped in history and loved by generations past, present and future. Raffles, at distinguished landmark addresses around the world, is the vibrant heart of its destination, curating experiences that are culturally enriching, intellectually stimulating and always respectful of local communities, heritage and the environment.

Company Description

About Raffles London

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.

Job Description

Scope Of Position

To take responsibility in managing and leading the entire housekeeping and laundry departments. Overseeing stock control budgeting and personnel. To support housekeeping team alongside to provide consistently outstanding guest service, the highest standards of cleanliness and a motivated and intuitive workforce. To act as an ambassador Raffles London with guest, suppliers and colleagues and work closely with the Housekeeping Trainer to identify training needs and meet basic The Raffles London training deadlines.

Responsibilities

Operation

To oversee department budgets, ordering, stock control and administration.
Take a leading role in recruitment, onboarding and developing all housekeeping staff.
To arrange weekly quality walk about with Contract Cleaners in Public Areas of the Hotel and the Residence.
To spot check the Floor Housekeepers according to LQA / Raffles London Standards and record the scores and when necessary, provide with necessary training.
To ensure weekly and monthly reports are sent out to relevant parties including agencies for temporary staff.
To ensure rotas are posted and timesheets are closed within the deadlines
To manage room set ups in line with guest requirements ensuring attention to detail and a presentable room layout has been achieved by the Floor Housekeepers
To ensure the lost property procedure is adhered to, in line with security standards and returned appropriately.
To conduct daily quality audit via Unifocus through the Hotel and the Residence.
To ensure that the Housekeeping Team adheres to the Raffles London grooming standards.
To ensure the wellbeing of our team and highlight any concerns to management.
To be actively involved in mentoring, one on ones and appraisals.
To work with the Office Coordinator in the morning/evening to organise specific cleaning in the Public area.
To support the floor housekeeping team with any specific set up for Vip arrival or Press Junket and plan the manpower accordingly.
To support the Assistant Housekeeper, with VIP arrivals and stayovers checks.
To organise and contribute at the monthly department meeting and line up meetings.
To prepare in Adaco the weekly order for the Housekeeping department.
To lead and support the Head Porter, ensuring that the weekly ordering process is in-line with forecast.
To ensure the stock takes are done in an orderly manner and to ensure correct stock levels in housekeeping stores i.e.: cleaning supplies/guest amenities, guest requests items, linen & bedding.
To report and follow up with the Maintenance team any issue in the Public areas and rooms in the Hotel.
Follow up on Out of Order and Out of Service rooms.
Additional responsibilities in absence of line manager or senior employees.
Perform other duties as required or assigned including working in a different department or restaurant, than usually assigned.

Leadership

Ensuring composure under pressure and providing leadership and guidance to the Team when required.
Actively encouraging and promoting employees to be creative and innovative, whilst recognising them for their contributions to the success of the operation.

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

Essential

Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation
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 housekeeping and supervision experience.
Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

Additional Information

Why join our Raffles team?

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.

What are the Raffles Values?

Respect:

We value the needs ideas and individuality of others; we treat everyone with fairness and dignity.

Belonging:

We celebrate our differences. We support each other and we always stand together.

Integrity:

We build trust through mutual respect and being authentic.

Empowerment:

We have the authority to take initiative and anticipate moments to create unforgettable experiences.

Excellence:

We make genuine connections and we cherish every opportunity to make the people around us feel special.

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