Groups Reservations Executive

Raffles; Greater London; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

31 days holiday plus 1 day a year up 5

Staff meals on duty

Free dry cleaning for uniform

Pension contribution

Maternity/paternity pay

Life Assurance

Employee assistance program

Season ticket loans

Discounts at Accor/Raffles outlets

Development opportunities

Job summary

Raffles London is seeking a Group Reservations Executive to accurately execute group hotel room reservations and deliver the highest level of personal service. You will process reservations per established requirements, and work independently during peak periods to maintain SOPs aligned with LQA and Forbes 5* standards.

You will coordinate with Sales and Events Directors, ensure rate accuracy, and manage deposits and billing while handling overflow inquiries with professionalism.

Qualifications

• Enthusiasm and commitment to delivering 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.
• 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

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

Communication

Time management

Opera Cloud

MS Office (Excel)

Attention to detail

Luxury hotel reservations

Flexibility

Tools

Opera Cloud

MS 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 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 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:

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

• 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.
• 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

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:

• 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 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 andwe always stand together.

Empowerment:
We have authority to take initiative and anticipate moments thatcreate 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.