Groups Reservations Executive

Raffles Hotels & Resorts; Greater London; On-site; GBP 32,000 - 48,000; Full time

Benefits offered by this job

31 days holiday including bankholidays

Staff meals on duty

Free dry cleaning for uniform

Employer pension contribution

Enhanced sick pay

Enhanced maternity, paternity and/adop

Life Assurance 1x salary

Employee assistance program

Season ticket loans

Discounted rates at Accor/Raffles

Job summary

Raffles Hotels & Resorts is seeking a Group Reservations Executive for Raffles London at The OWO. You will expertly manage group hotel room reservations, processing requests and ensuring personal service at the highest level.

Reporting to the Reservations Manager, you will work independently during high-demand periods, develop SOPs, and maintain standards such as LQA and Forbes. A luxury hospitality background is preferred.

Qualifications

• Experience in managing group reservations and guest requests.
• Strong written and spoken communication with high service standards.
• Ability to multi-task and stay organized in busy periods.
• Detail-oriented with strong accuracy in records and billing.

Responsibilities

• Keeping all booking, credit records and accounts updated and accurate.
• Exceeding guest expectations on a daily basis.
• Communication with staff and guests and handle the Groups reservations inbox in a friendly and professional manner.
• Handle group bookings, requests and rooming lists in coordination with Sales and Events Directors and Managers.
• Monitor group pick-up and provide regular updates to Sales and Events.
• Liaise with Revenue Management to ensure rate and inventory accuracy.
• Communicate with clients to understand their needs and requirements.
• Ensure all deposits, payment arrangements, and billing instructions are received and recorded correctly.
• Coordinate room blocks, create rate codes and manage reservations for group attendees in Opera Cloud.
• Assist the Reservations team on any transient enquiries/bookings by handling any overflow of emails and phone calls including operational reports and any other reservations tasks.

Skills

Group reservations

Communication

Multitasking

Customer service

Attention to detail

Under pressure

Tools

Opera Cloud

MS Office (Excel)

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

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.

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.

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: Reporting to the Reservations Manager, you will be responsible for the accurate, and efficient execution of group hotel room reservations, providing the highest level of personal service. You will process all reservations according to the established hotel requirements. The Group Reservations Executive will be required to be independent and proactive, acting as in a professional manner on a day-to-day basis, including high demand periods. Maintain and develop SOP’s whilst achieving and maintaining LQA and Forbs standards.

Responsibilities

• Keeping all booking, credit records and accounts updated and accurate.
• Exceeding guest expectations on a daily basis.
• Communication with staff and guests and handle the Groups reservations inbox in a friendly and professional manner.
• Handle group bookings, requests and rooming lists in coordination with Sales and Events Directors and Managers.
• Monitor group pick-up and provide regular updates to Sales and Events.
• Liaise with Revenue Management to ensure rate and inventory accuracy.
• Communicate with clients to understand their needs and requirements.
• Ensure all deposits, payment arrangements, and billing instructions are received and recorded correctly.
• Coordinate room blocks, create rate codes and manage reservations for group attendees in Opera Cloud.
• Assist the Reservations team on any transient enquiries/bookings by handling any overflow of emails and phone calls including operational reports and any other reservations tasks.

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.
• Knowledge of Opera Cloud or a similar PMS system and MS Office including a detailed knowledge of Excel.
• Excellent attention to detail and accuracy.
• Ability to work under pressure in a fast-paced environment.

Desirable

• An understanding of the luxury sector.
• Previous experience within a luxury hotel in a Reservations environment working with LQA, Forbes 5* or equivalent standards.
• Flexible approach to working hours in line with business needs

Why join our Raffles team?

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

• 31 days holiday including bank holidays plus a day extra for every year of your service up to 5 years.
• Staff meals whist on duty.
• Free dry cleaning for uniform.
• Employer pension contribution
• 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.

Our Values

Respect

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

Excellence

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

Belonging

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

Empowerment

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

Integrity

We build trust through mutual respect and being authentic.

Diversity & Inclusion

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