Spa Concierge

Company Description
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* Edwardian 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.

Job Description
An exceptional opportunity presents itself for a Spa Concierge to be part of an iconic London Opening.
Reporting into Assistant Director of Wellbeing you will be responsible for welcoming all guests within the spa and wellness department at the Raffles London OWO.
The Spa Concierge welcomes all spa guests / members who enter the spa and fitness area as well
as primarily support in the successful booking of spa treatments. They are responsible for providing
customised, personal attention, anticipating the guests’ / members’ needs, and escorting them to
the appropriate areas throughout the spa. Appropriate and warm guest communication and
engagement is essential to the success of this role. The reception role supports the overall
communication for a smooth guest experience.

Specifically as the Spa Concierge:

You will promote positive colleague relations through an environment that encourages open communication, trust, mutual respect and continuous feedback.
You will be an effective communicator, who adheres to both legal/statutory responsibilities and Company Policies and procedures.
Be a host to the guests / members of the spa. This includes greeting them in person or over the phone in a friendly, efficient and professional manner, as well as escorting them to the appropriate facilities. This role is also expected to be flexible to support other spa and fitness staff when needed.
Receive and respond to all guest / member concerns, comments or complaints with discretion and urgency.
Encourage rebooking for spa guests and correct any wrong bookings with care and urgency.
Knowledgeable about all aspects of treatments, spa therapy, and the facility. Provide information and literature about the spa in person and over the telephone.
Handle all transactions and maintain the daily balance with efficiency and accuracy.
Schedule treatment bookings and ensure smooth operation of the reception.
Ensure ambience levels, such as lighting and music are correctly set and maintained and all FOH areas are clean and organised.
Maintain confidentiality for all spa guests / members and employees.
Report any security concerns to the hotel management relating to guest safety.

What are we looking for?

Previous reception experience, preferably in the spa industry is an asset.
Experience in working with the public and ability to deliver outstanding customer service.
Multitasking is a requirement.
Computer skills in excel and Microsoft Office.
Telephone etiquette.
Quick thinker, courteous and welcoming.
Professional and well-groomed for forward facing guests.
Flexible.
Ability to communicate clearly and efficiently in English, both verbal and written.

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:

You will be offered a competitive salary.
28 days holiday including bank holidays plus a day extra for every year of your service up to 5 years.
Staff meals whist on duty.
Employee assistance program, including virtual GP and financial advice.
We offer Life Assurance to all our colleagues.
Enhanced sick pay.
Enhanced maternity, paternity and adoption pay.
Free dry cleaning for uniform.
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.