Spa Butler - London

Raffles London at The OWO; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A luxury hotel in Greater London is seeking a Spa Butler to provide exceptional service to guests. This role involves welcoming guests, ensuring satisfaction, maintaining high cleanliness standards, and managing spa-related tasks. Ideal candidates have a passion for wellness and strong communication skills. Join us for a rewarding career with numerous benefits and development opportunities. Apply now to be part of a prestigious team dedicated to delivering top-notch service in a luxurious setting.

Benefits

28 days holiday including bank holidays

Staff meals while on duty

Free dry cleaning for uniform

Enhanced maternity and paternity pay

Employee benefit card with discounts

Qualifications

• Proven track record of providing high service under pressure.
• Willingness to contribute to a 24-hour operational schedule when required.

Responsibilities

• Greet guests by name and ensure their satisfaction.
• Drive the guest experience and maintain positive relations.
• Ensure guest confidentiality and handle complaints with discretion.
• Maintain cleanliness and appearance of all therapy facilities.

Skills

Passion for wellness

Exceptional communication skills

Strong time-management

Ability to deliver high service under pressure

Job description

Job Details

Spa Butler - London

Come and join us in bringing the Raffles experience to London. The Raffles name is synonymous with luxury, glamour and extraordinary adventure. 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. This fine Grade II‑listed building has been transformed into a spectacular stage for dazzling celebrations, with fine dining, lively bars, the latest in wellness and beauty therapies, the most luxurious suites and rooms, versatile ballroom and event space. 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. Raffles London at The OWO and The OWO Residences by Raffles operate a flagship hotel at the iconic Old War Office building along with a collection of 85 exceptional branded residences on Whitehall, including 12 distinct restaurants and bars, the signature chef Mauro Colagreco, the Guerlain spa, Pillar Wellness and a 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

• Greet all arriving and departing guests by name, inquire about their level of satisfaction and always maintain positive relations.
• Recognise arrivals of all VIP guests in the spa and hotel, using name recognition whenever possible.
• Drive the guest experience and communicate among colleagues to orchestrate a smooth guest sequence delivery.
• Ensure guest and member preferences, special requests and guest recognition are accommodated to the best of the property's abilities.
• Ensure the spa receives the highest ratings from TrustYou, VOG scores, LQA and Forbes guest satisfaction.
• Maintain guest confidentiality at all times while communicating 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 – stock fresh ones, collect used ones and deliver them to the appropriate points.
• Ensure treatment area lighting and music levels are correctly set and maintained.
• Be 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.
• Perform other duties as required or assigned, including working in a different department or restaurant than usually assigned.

Health & Safety

• Report all potential and real hazards immediately and rectify them.
• Be fully conversant with all departmental Fire, Emergency and Bomb procedures.
• Ensure the safety of all persons and property on the premises by strict adherence to existing laws, statutes and ordinances, and by anticipating possible hazards and conditions, correcting them or pre‑planning defenses against them.
• Stimulate and encourage a general awareness of Health and Safety in relation to all tasks and activities undertaken in the department.

Qualifications, Skills & Experience

Essential Passion for wellness; enthusiasm and commitment to delivering and offering the best service in any situation; a proven track record of providing 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 24‑hour operational schedule when required.
Desirable Previous experience within a luxury hotel environment working with LQA, Forbes 5 or equivalent standards.

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:

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 while 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 programme, 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?

• Be You: Be creative, innovative, and enthusiastic, showing your personality and flair.
• Be Kind: Demonstrate humility and generosity through emotional connection with colleagues and guests.
• Be Happy: Consistently uplift colleagues and guests through a joyful connection and positive personality.
• Be Confident: Openly share knowledge and skills with other colleagues to achieve excellence.
• Have Your Purpose: Demonstrate care and responsibility within your role, to make a tangible impact on the business.