Overview
Company Mercure London Earls Court (Department: Front Office/Reception). Location: Mercure Ibis London Earls Court. Job Type: Full time.
The Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing & group hotel comprising a total of 508 keys, across two distinct brands within Accor, Ibis & Mercure. As the property is a combo there are 226 Ibis rooms & 282 Mercure rooms. The London Suite is the main ballroom for all types of events and is divisible into nine separate meeting rooms, capable of hosting events up to 1200 guests. F&B outlets include Barnaby’s, with private or semi-private options for groups and larger events.
Job Description
* Effectively manage the daily reconciliation of the hotel’s trading.
* Check and prepare reports and statistical information in accordance with service standards and auditing procedures during the night shift.
* Represent the General Manager in their absence, ensuring the smooth and efficient running of the hotel’s overnight operation.
* Ensure maximum guest satisfaction as well as the safety and security of the property.
* Engage with all Heartists so that they feel free, sparked and valued within their role.
Main Responsibilities
* Complete thorough audits of all daily revenue and postings, making necessary adjustments for accuracy of reporting.
* Collate paperwork for departures, including credit card and company charges for forwarding to Accounts.
* Formalise the Night Team Rota to ensure adequate cover based on business needs.
* Complete performance reviews with the Night Supervisors and Night Auditors every quarter.
* Organise team-building exercises for the Night team every 6 months to encourage a strong team bond.
* Process all management accounts as required.
* Complete back-up procedures to save all data.
* Prepare and distribute relevant reports; maintain hotel weekly and monthly statistics.
* Ensure the safety and security of the property and the smooth and efficient running of the hotel’s overnight operation.
* Provide supervision and support to the Front Office team and other departments when required.
* Ensure department policies and procedures are understood and observed by all employees.
* Ensure effective communication of new and updated information regarding policies, rates and general hotel information.
* Ensure strict cash/credit, accounting, and banking procedures, issue of keys and guest confidentiality are followed.
* Be proficient in the use of front and back office equipment and ensure preventative maintenance programs are in place.
* Implement training programs for all employees, conduct induction and skills training.
* Carry out reception duties as required.
* Lead by example in handling guest requests and strive for Total Customer Satisfaction.
* Ensure lights are turned off in unused offices and areas.
* Perform night security rounds.
* Supervise night cleaners to ensure cleaning tasks are completed to a high standard.
Financial Responsibilities
* Ensure all billing is accurate and monies are collected.
* Review guest files exceeding hotel limits and follow up.
* Check shift banking and adhere to correct cash handling procedures.
* Maintain security of monetary floats and ensure cash handling procedures are followed.
* Facilitate smooth department operation through adequate supply of materials and equipment.
* Adhere to the department budget via Purchase Order System and inventory controls.
* Be proactive in controlling costs with awareness of forecasted business and profitability while maintaining standards.
Talent & Culture Responsibilities
* Openly communicate with staff, ensuring regular briefings and sharing relevant information.
* Ensure staffing strategies support financial and service quality targets.
* Build a team that works with trust and takes responsibility to meet hotel goals.
* Ensure staff presentation is consistent with the hotel handbook; uniforms and name badges worn.
Health & Safety
* Participate in workplace consultation on Health and Safety matters as per hotel arrangements.
* Comply with Accor Health, Safety and Environment policies, including safe manual handling, chemicals, machinery use, working at heights, PPE, keeping a clean work environment, and other safety practices.
* Participate in risk assessments when requested by Supervisor/Manager.
* Collaborate with the hotel’s rehabilitation program as required.
* Be fully conversant with departmental fire and evacuation procedures.
* Ensure the Night Security policy is implemented and the property is secure, including consistent hotel walks and reporting issues.
* Check the security of guests and their property and conduct regular security rounds on floors, garage, and technical areas.
Security
* Maintain working knowledge of all hotel areas and train the night team accordingly.
* Be aware of all fire and emergency procedures and the operation of fire panels and security/technical equipment.
* Patrol hotel areas regularly and report any fire, H&S hazards or maintenance problems.
Customer Relations
* Provide efficient, friendly and professional service to all guests.
* Lead by example in attending to guest requests and strive for Total Customer Satisfaction.
* Work cooperatively with colleagues and management to meet department/hotel goals.
* Respect, sensitivity and transparency towards customers and colleagues from all cultural groups.
* Apply Accor values and the Accor customer vision to offer the best service to customers.
Note: The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.
Additional Information
* What Is In For You: Employee benefit card offering discounted rates at Accor worldwide.
* Free and delicious meal breaks on duty.
* Complimentary stays in UK and North Ireland.
* Friends & Family discounts.
* 50% food discounts in our restaurants.
* Pension Scheme.
* Health Insurance.
* Eye Test Vouchers.
* Staff Uniforms Provided.
* Learning programs through our Academies.
* Opportunity to develop your talent and grow within your property and across the world.
* Ability to contribute to CSR activities like Planet 21.
Candidates must have the right to work in the UK.
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