Wellness Butler

Job Description

Job Description

An exceptional opportunity presents itself for a Spa Butler to join the Rooms Department at Raffles London at the OWO.

Reporting into Assistant Director of Wellbeing and Fitness & Wellness Manager, you 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.

Specifically, as the Spa Butler your responsibility’s will include:

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.
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.
Responsible for driving the guest experience and communication amongst the colleagues orchestrating a smooth guest sequence delivery.
Ensure guest / 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/ Forbes guest satisfaction.
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.
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.

Who are we looking for?

Passion for wellness.
Recent experience within luxury wellness or a similar role.
Enthusiasm and commitment to delivering and offering the best service and experiences possible in any situation.
Proven track record of surprising and delighting guests to provide exceptional service.
Able to work within a team.
Ability to multitask and remain calm under pressure.
Professional and well-groomed.
To be detail-oriented.
Ability to communicate clearly and efficiently in English, both verbal and written.