Events Operations Manager

Raffles; Greater London; On-site; GBP 65,000 - 90,000; Full time

Benefits offered by this job

28 days holiday + bank holidays

Staff meals on duty

Free dry cleaning

3% pension contribution

Enhanced parental pay

Life Assurance 1x salary

Employee assistance program

Cycle to work

Discounts at F&B outlets

Job summary

Raffles London at The OWO is seeking a proactive Meetings and Events Operations Manager to oversee day-to-day event operations in a luxury setting. You will coordinate multiple events, manage guest expectations, and work with planning, kitchen, bar and events teams to ensure flawless delivery.

You will lead pre-service briefings, communicate effectively with clients, planners and sales teams, and ensure service targets are met.

Qualifications

• Proven ability to lead teams and manage guest expectations under pressure.
• Strong communication and customer service skills, both written and spoken.
• Ability to plan tasks in line with client requirements and schedules.
• Experience delivering high service standards in luxury environments.

Responsibilities

• Ensure all operating equipment is maintained and working.
• Monitor staffing to meet guest experience targets while following guidelines.
• Provide supplies, equipment and uniforms to staff.
• Coordinate with Planning and Sales on floor plans and banquet orders.
• Promote sales opportunities within the department.
• Be the client’s first contact for queries and coordinate responses.
• Lead pre-service team briefings and maintain clear communication across departments.
• Cover additional duties in absence of line manager or senior staff.
• Undertake other duties or work in other departments as required.

Skills

Leadership

Guest service

Communication

Time management

Microsoft Office

Problem solving

Tools

Microsoft Office

Job description

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.

About Raffles London

Raffles London at The OWO on London’s Whitehall, unites the allure and heritage of Raffleswith 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 beentransformed 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 shapedthe modern world, guests are now invited to discover new and inspiring emotions andconnections.

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

Job Description

Scope Of Position

Working in the role of Meeting and Events Operations Manager, this position has full responsibility for the day to day running of the operations during each service period.To co-ordinate events taking place within the meeting rooms, ensuring that guests expectations are exceeded and that any issues that may arise are dealt with swiftly and efficiently. Ensuring event set up and service is delivered to guest expectations at the Raffles London OWO. Leading preservice team briefings, working closely with events planners, sales teams and clients to manage changes and special requests whilst ensuring time sensitive service targets are met. Maintaining exceptional levels of guest communication, preparation, and delivery of all events and meetings across the events department. The role involves the ability to pre-empt guest expectations.

You will work in close contact with the planning, kitchen, bar and events teams to ensure guests expectations are met and surpassed. The role will report into our Director of Events Operations.

Responsibilities

Operation

• Ensure all operating equipment is in good working order.
• Actively monitoring staffing levels ensuring levels are sufficient to enable the desired guest experience whilst adhering to company guidelines.
• Ensures all employees have proper supplies, equipment and uniforms.
• Cross liaising with relevant departments such as Planning and Sales regarding floor plans and Banquet Event Orders.
• To positively promote sales awareness within the department and maximise sales opportunities.
• When necessary is the first point of contact to the client adhering to any questions or queries and liaising back with the client during the day to ensure everything is satisfactory for them.
• Lead pre service team briefings ensuring good communication channels with all areas and department.
• 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.

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

Qualifications, Skills & Experience

• The ability to assist in the creation and management of a department with a positive culture resulting in guest satisfaction and a high team member retention rate.
• A full understanding of event function sheets and to be able to plan team member tasks in line with client requirements.
• Fully conversant with Microsoft Office.
• 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.
• Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

Additional Information

Why join our Raffles team?

Not only will you be joining one of the world’s 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 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.

Diversity & Inclusion

Raffles is committed to creating an inclusive environment where diverse talent thrives. We welcome candidates from all backgrounds to join our team.