Spa Butler

Raffles; Whitehall; On-site; GBP 30,000 - 42,000; Full time

Benefits offered by this job

Discounted stays across Accor, Raffles

Free dry cleaning for uniform

Pension contribution 3%

Life Assurance

Employee assistance program

Season ticket loans

Staff meals

Discounts at F&B outlets

Worldwide development opportunities

Job summary

The Raffles London is seeking a dedicated Spa Butler to warmly welcome and look after residents, guests and members across the spa, fitness, and pool areas. You will collaborate with hotel teams to deliver a superior guest experience and anticipate needs, guiding guests to the right facilities and ensuring confidentiality.

The role requires exceptional hospitality, strong communication, and a willingness to participate in a demanding 24-hour schedule when required.

Qualifications

• Passion for wellness.
• Enthusiasm and commitment to delivering and offering the best service.
• Proven track record of high service levels under pressure.
• Exceptional communication and customer service skills, both written and spoken.
• Strong time management and ability to multitask with a professional appearance.
• Willingness to contribute to a 24h operational schedule when required.

Responsibilities

• Greet all arriving and departing guests by name and maintain positive relations.
• Recognise VIP guests and ensure seamless guest sequence delivery.
• Drive guest experience and coordinate with colleagues for smooth service.
• Accommodate guest preferences and special requests.
• Maintain high spa and hotel ratings by ensuring service quality.
• Handle guest complaints discreetly and promptly.
• Maintain cleanliness and stocking of amenities and towels.
• Operate spa reservation and POS systems and assist with related tasks.
• Support other departments and cover additional duties when needed.

Skills

Wellness passion

Communication skills

Customer service

Time management

Multitasking

24h availability

Job description

Job Description

The Raffles London

Raffles London at The OWO and The OWO Residences by Raffles operates a 120 room and suites flagship hotel at the iconic Old War Office building along with a collection of 85 exceptional branded residences at this landmark destination on Whitehall, including 12 distinct restaurants and bars Including our signature chef Mauro Colagreco. The Guerlain spa and Pillar Wellness, and a 600 seated-capacity grand ballroom.

Scope Of Position

Your role will be responsible for welcoming and looking after all residents, guests and members who enter the spa, fitness, and pool areas.

The Spa Butler ensures the guests experience is up to the standards of the brand by dealing with them directly and addressing the details behind the scenes to go above and beyond the guest expectations. Their objectives include assisting guests with spa related information, giving them personal attention, anticipating their needs and being an escort to the appropriate facilities.

You will work in close contact with all other hotel departments to ensure a smooth and consistent service, surpassing the guests’ expectations.

Responsibilities

Operation

• Greet all arriving and departing guests by name, inquire about their level of satisfaction of the services, and always maintain positive relations.
• Recognise arrivals of all VIP guests arriving in both the spa and hotel, using name recognition whenever possible.
• Responsible for driving the guest experience and communication amongst the colleagues orchestrating a smooth guest sequence delivery.
• Ensure guest and member preferences and special requests and guest recognition are accommodated to the best of the property’s abilities.
• Ensure the spa is receiving the highest ratings from the TrustYou VOG scores as well as LQA and Forbes guest satisfaction.
• Maintain guest confidentiality at all times whilst communicate guest preferences to relevant departments and co-workers.
• Deal with any guest complaints, comments or concerns with discretion and urgency.
• Maintain the provision of amenities and towels, this includes stocking fresh ones and collecting used ones and delivering them to the needful delivery points.
• Ensure treatment area lighting and music levels are correctly set and maintained.
• Knowledgeable of the spa’s reservation systems, POS system, operation & control system and laundry equipment.
• Maintain the appearance of all therapy facilities including prep, treatment areas, all guest access areas, and any supporting facilities.
• Retrieve and deliver linen daily to the main laundry and count to ensure no linen is missing.
• Roll and stock towels in guest areas as per the standard.
• Ensure all lockers are stocked to standard with appropriate supplies.
• Prepare, deliver and present drinks and refreshments in a hygienic and professional manner
• Clean and disinfect all areas of the spa including showers, bathrooms, reception, wet and thermal areas, guest lounges, staff rooms and prep area and also within the treatment rooms when asked to support. This role also covers the fitness area and pool.
• 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.

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, statutes 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

• Passion for wellness.
• 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 experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards

Additional Information

Employee Benefits

Join our team and enjoy a range of exclusive colleague perks, including complimentary upgrades, extended stays, discounted stays across Fairmont & Raffles properties, special dining and wellness discounts, and added luxuries to enhance your experience. We believe in taking care of our team, ensuring that your hard work is rewarded with exceptional benefits.

• 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.

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.