Residential Concierge Assistant

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 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.

Responsibilities

Deliver an exceptional, warm, and highly personalised concierge service to residents and their guests, ensuring a welcoming and refined daytime experience

Act as the primary point of contact within the building, maintaining a visible, approachable, and professional presence at all times

Manage resident, guest, and contractor arrivals and departures with efficiency, discretion, and attention to detail

Coordinate concierge services and resident requests, including bookings, deliveries, taxis, couriers, and local recommendations, in line with luxury service standards

Oversee front-of-house presentation, ensuring all public and resident-facing areas are immaculate, well maintained, and aligned with the brand image of the development

Monitor building security systems, access control, responding promptly to any issues while maintaining a calm and reassuring environment

Liaise with property management, maintenance teams, and approved contractors to ensure seamless day-to-day operations

Handle resident enquiries and concerns professionally, resolving issues proactively and escalating where appropriate

Manage keys, access fobs, parcels, and deliveries securely and in accordance with site procedures

Maintain accurate, confidential records of resident interactions, service requests, incidents, and maintenance issues

Support compliance with health & safety, fire safety, and data protection requirements at all times

Represent the development’s brand and values through immaculate personal presentation, exceptional communication, and a polished, hospitality-led approach

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.

Qualifications, Skills & Experience

Ability to communicate clearly and efficiently in English, both verbal and written.

Recent experience within in luxury residential environments or 5-star hotels or a similar role.

Market knowledge of competitors and event industry trends.

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.

Previous experience within a luxury hotel environment working with LQA, Forbes 5* or equivalent standards.

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

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.

Respect: We value the needs ideas and individuality of others; we treat everyone with fairness and dignity.

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

Integrity: We build trust through mutual respect and being authentic.

Empowerment: We have the authority to take initiative and anticipate moments to create unforgettable experiences.

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

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