The Raffles Club Operations and Experience Manager leads the day-to-day operation and ongoing development of Raffles Club. The role is accountable for driving positive change elevating service standards and creating distinctive experiences across the Clubs key offerings including breakfast afternoon tea and aperitivo. Working closely with Rooms Food and Beverage Culinary and other hotel teams the Manager ensures that each guest touchpoint feels thoughtful personal and consistently delivered while maintaining engaged teams and sound commercial performance.
Key Responsibilities
Service Guest Experience and Operations
- Lead the Club during operating hours and ensure the team delivers warm personalised and discreet service from welcome through farewell.
- Set clear service expectations and maintain consistent standards across all Raffles Club touchpoints and offerings.
- Shape and deliver distinctive guest experiences for breakfast afternoon tea and aperitivo coordinating menus presentation and service with Food and Beverage and Culinary teams.
- Meet and engage with guests recognise repeat visitors maintain accurate guest preferences and history and respond promptly to individual needs and special requests.
- Monitor guest feedback and comment cards resolve complaints with care and follow up on corrective actions to prevent recurrence.
- Coordinate welcome letters amenities and other guest arrangements ensuring requests and requisitions are completed accurately and on time.
- Promote the hotels facilities and experiences where relevant and collaborate with other departments to support a seamless guest journey.
- Maintain the full range of services offered at Raffles Club and ensure the lounge is presented and operated to the expected standard.
- Demonstrated a hands on experience overseeing food and beverage service ideally in a luxury hotel lounge club or comparable operation
- Monitor food quality beverage standards buffet and table presentation service timing and product availability addressing issues with the relevant teams
- Oversee food and beverage service across breakfast afternoon tea and aperitivo coordinating with Culinary and Food and Beverage teams on menus beverage selection presentation service sequence and seasonal changes
- Stock check and inventory management
- Calculate and review food and beverage costs for each service period monitor spend against budget and actual covers and investigate variances
- Manage day to day operating expenses and take action to keep expenditure within budget while protecting food quality and the guest experience
Change Service Improvement and Experience Development
- Take ownership of the continued development of Raffles Club identifying opportunities to improve service operations and the overall guest journey.
- Translate ideas and guest insights into practical action plans lead implementation with the relevant teams and review the results.
- Use guest feedback operational observations and performance measures to identify gaps address recurring issues and sustain improvements.
- Encourage a culture of initiative attention to detail and continuous improvement helping the team understand the purpose behind changes.
Team Leadership and Development
- Lead coach and develop the Raffles Club team building confidence accountability and strong team cohesion.
- Work with the Director of Rooms and People and Culture to plan staffing needs support recruitment and prepare structured induction for new colleagues.
- Identify training needs and deliver or coordinate training that supports service standards guest recognition and operational consistency.
- Prepare effective duty and vacation schedules taking account of occupancy forecasts group movements and operational requirements.
- Conduct regular team briefings and meetings probation reviews and performance appraisals; provide timely feedback and address conduct or performance concerns in line with company guidelines.
- Monitor the appearance discipline and performance of colleagues under direct supervision.
Financial Administrative and Strategic Management
- Work with the Director of Rooms to prepare and manage the departmental budget monitor costs and take corrective action where needed.
- Control inventory amenities and operating supplies; complete requisitions in a timely manner and maintain appropriate records.
- Review operating results and relevant performance measures identifying opportunities to improve productivity value and guest satisfaction.
- Organise the operation in line with occupancy forecasts and hotel priorities and undertake related duties or special projects as assigned.
Health Safety and Compliance
- Follow the hotels health safety and security policies and procedures and ensure direct reports do the same.
- Maintain a clean safe and well-presented lounge and promptly report maintenance or safety concerns.
Qualifications :
Personal Attributes
- Calm composed and effective under pressure.
- A confident decision-maker with strong problem-solving skills.
- A natural leader who can coach colleagues and build team cohesion.
- Guest-focused with excellent interpersonal and communication skills.
- Organised detail-oriented and able to manage competing priorities.
- Proactive and adaptable with the confidence to lead change and follow through.
Qualifications and Experience
- Degree or equivalent qualification in tourism hospitality or hotel management.
- At least five years of relevant experience including a minimum of three years in a management role.
- Demonstrated ability to manage budgets control costs and monitor performance measures.
- Fluent in English; knowledge of an additional language is an advantage.
- Strong knowledge of Micros and Microsoft Office; Opera Cloud experience is an advantage.
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.
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.
About the Application Process:
At Raffles we want to bring out your highest potential. Shortly after applying you will receive an email from our partner AssessFirst prompting you to create a profile and complete a questionnaire. This is a mandatory step for your candidacy to be considered as it enables us to explore your compatibility with this role and our culture of luxury excellence.
Remote Work :
No
Employment Type :
Full-time
Experience: years
Vacancy: 1