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House Porter
Company Description
The Raffles London Raffles London at The OWO and The OWO Residences by Raffles operates a 120-room and suites flagship hotel at the iconic Old War Office building, along with 85 exceptional branded residences on Whitehall. This landmark destination also features:
- 12 distinct restaurants and bars, including the signature chef Mauro Colagreco
- The Guerlain spa and Pillar Wellness
- A 600-seated grand ballroom
About the Role
The House Porter plays a pivotal role in maintaining the legendary standards of The Raffles London. This position requires attention to detail, exceptional service skills, and a genuine passion for delivering luxury hospitality.
Responsibilities
Operation
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Act as a team player
- Provide effective day-to-day communication with colleagues and guests
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Maintain cleanliness
- Ensure service areas, guest corridors, and back-of-house stairs are kept immaculate at all times
- Perform routine and spring cleaning to consistently meet and exceed guest expectations
- Keep all storage areas to a high standard and update store lists regularly
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Enhance standards and guest experience
- Drive innovation to improve housekeeping standards
- Anticipate guest needs and resolve difficult service situations professionally
- Adopt a "one team" approach with Floor Housekeepers and Room Attendants
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Assist with room adjustments
- Perform room moves, furniture arrangements, and setups as requested
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Manage operational tasks efficiently
- Inspect and present store rooms cleanly and neatly
- Follow the master key and device sign-in/out procedure
- Ensure House Porter equipment is safe, well-operated, and stored correctly
- Action reasonable requests from Housekeepers, Room Attendants, and guests promptly
- Carry out spring cleaning duties under Junior/Floor Housekeepers’ direction
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Maintain property standards
- Assist with PPM of bedrooms and public areas
- Oversee guest laundry collection and delivery per Knowcross requests
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- Monitor team performance
- Regularly check House Porter tasks to ensure adherence to The Raffles/AA standards
- Conduct daily floor walks of public areas
Additional Responsibilities
- Assume duties in absence of line manager or senior employee
- Maintain flexibility for evening shifts and varied work hours
- Perform other tasks as required, including temporary assignments in different departments
Leadership
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Dress code and grooming
- Model professional standard by being well-groomed and wearing a clean uniform at all times
- Ensure the House Porter team adheres to dress code and grooming standards
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Training and team management
- Train the team on Do Not Disturb (DND) policies
- Enforce closed-door policies for guest privacy
- Oversee delivery procedures according to SOP guidelines
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Guest service standards
- Respond to guest requests promptly and in line with LAQ/LQA standards
- Prioritise guest privacy with quiet, respectful service
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Team performance monitoring
- Conduct regular performance reviews of the House Porter team
- Monitor and ensure responsiveness in guest interactions
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Health & safety
- Use chemicals according to training and COSSH requirements
Requirements
Essential Qualifications
- Fluent written and spoken English for clear communication
- Recent experience in 5-star hotels or equivalent roles (hospitality sector preferred)
- Commitment to excellence and a passion for delivering outstanding guest experiences
- Attention to detail to uphold Raffles’ legendary standards
- Ability to multitask while remaining calm under pressure
- Strong teamwork skills
Desirable Qualifications
- Knowledge of the luxury hospitality sector
- Experience with hospitality leadership roles
- A passion for and intrinsic motivation to thrive in hospitality
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Benefits
Join Raffles London and a global luxury brand, Accor, with exceptional benefits:
-
28 days’ holiday (accrual for longer service):
- Plus an extra day per year of service (up to 35 days after 5 years)
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Career perks:
- Free dry cleaning for uniforms
- Staff meals while on duty
- Enhanced pension contributions (Accor-funded 3%)
- Employer pension contributions
- Life Assurance (equivalent to 1x annual salary)
-
Support & well-being:
- Enhanced sick pay
- Enhanced maternity, paternity, and adoption pay
- Employee Assistance Program (EA programming), including:
- Virtual GP access
- Financial advice
- Cycle to Work Scheme
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Flexibility & recognition:
- Up to five paid personal days (for relocations or charity work)
- Annual colleague gifts to celebrate special occasions
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Learning & development:
- Tailored Accor Learning programmes
- Internal career opportunities across world-class Accor brands
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Elevated lifestyle perks:
- Employee benefit card (up to 30% discounts at Accor worldwide properties and Raffles F&B outlets)
- Season ticket loans
- Participate in "Midi Fine" (staff events and team bonding), from pub quizzes to team runs and festive parties
Company Values
We lead with:
✔ Respect – Valuing individuals, their contributions, and treating everyone with fairness and dignity. ✔ Belonging – Celebrating differences, supporting each other, and standing together. ✔ Integrity – Nurturing trust through authenticity and transparency. ✔ Empowerment – Encouraging initiative and creating unforgettable moments. ✔ Excellence – Crafting genuine connections to make people feel uniquely valued. #ExcellTogether
Job Details
Job Category: Rooms Department Job Type: Permanent Schedule: Full-Time
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