Floor Porter

About the Property

Raffles London at The OWO and The OWO Residences by Raffles is located in the historic Old War Office building on Whitehall. The destination includes a 120-room and suite flagship hotel, 85 branded residences, 12 restaurants and bars featuring chef Mauro Colagreco’s signature cuisine, the Guerlain Spa, Pillar Wellness, and a grand ballroom with capacity for 600 guests.

Role Overview

The Floor Porter plays an important part in maintaining immaculate guest-facing and back-of-house areas, supporting smooth daily housekeeping operations and helping deliver the refined service standards expected in a luxury hotel environment.

Key Responsibilities

• Work closely with colleagues and guests to support clear, effective day-to-day communication as part of a strong team.
• Keep guest corridors, service areas, and back-of-house stairways consistently clean, orderly, and presentable.
• Carry out routine and deep-cleaning tasks to help maintain a consistently high level of service.
• Maintain departmental storage areas to a high and consistent standard.
• Help improve housekeeping quality by spotting issues early and contributing practical solutions.
• Respond to guest needs proactively and handle challenging service situations with professionalism.
• Adopt a unified approach while working alongside Floor Housekeepers and Room Attendants.
• Support room moves, furniture positioning, and room set-ups when needed.
• Keep storerooms tidy, free of waste, and stocked accurately, with updated stock records.
• Take responsibility for the master key, DECT phone, and device, following the required sign-in and sign-out process.
• Ensure all House Porter equipment is safe, used correctly, and stored properly.
• Complete reasonable requests from Housekeepers, Room Attendants, and guests promptly.
• Assist with spring cleaning tasks as directed by the Junior/Floor Housekeeper.
• Support the implementation and monitoring of planned preventative maintenance for bedrooms and public areas.
• Contribute to interviewing, hiring, onboarding, and succession planning for the House Porter team when required.
• Remain flexible with working hours, including evening shifts, according to business needs.
• Follow the lost-property process at all times.
• Work with the Head Linen Porter to meet operational needs and maintain an efficient workforce.
• Manage the collection and delivery of guest laundry through Knowcross requests and follow the correct valet process.
• Complete regular checks on daily House Porter tasks to ensure they meet Raffles and AA standards.
• Carry out regular walks through public areas on the assigned floor.
• Take on additional duties in the absence of the line manager or senior team member.
• Be willing to support other departments or restaurants when operational needs require it.

Leadership and Service Standards

• Maintain a neat appearance, including a clean uniform and appropriate grooming at all times.
• Ensure team members follow the required dress code and grooming standards.
• Coach the team on DND procedures when delivering items to guest rooms.
• Make sure the team follows the closed-door policy consistently.
• Receive and distribute deliveries in line with SOP requirements.
• Respond to guest requests quickly and in line with LQA and Raffles standards.
• Protect guest privacy by maintaining quiet, respectful behaviour in corridors and service spaces.
• Review team performance regularly and provide feedback as needed.
• Use cleaning chemicals according to training and COSHH guidance.
• Ensure guests receive prompt, courteous, and intuitive service at all times.

Qualifications, Skills & Experience

This role requires strong communication, a service-first mindset, and the ability to work calmly and accurately in a busy luxury hospitality setting. A recent background in a five-star hotel or similar position is preferred. The ideal candidate is detail-focused, flexible, and comfortable working as part of a team while managing multiple tasks under pressure.

Essential Requirements

• Clear and efficient spoken English.
• Recent experience in a five-star hotel or a comparable role.
• Strong enthusiasm for delivering excellent service in every situation.
• Excellent attention to detail and a commitment to high guest standards.
• Ability to work effectively with others.
• Capability to multitask and stay composed when under pressure.
• Careful, detail-oriented working style.

Desirable Requirements

• Awareness of the luxury hospitality sector.
• Genuine interest in hospitality and guest service.

Important Note

The duties described here reflect the role at the time of writing. Business, operational, or environmental changes may require the responsibilities to be updated from time to time, and any revisions will be discussed with the jobholder and reflected in the job description.