Company Description
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. The London Suite is extremely versatile and plays a pivotal role in the property’s overall performance. The London Suite is divisible into nine separate meeting rooms, which when combined can be one of the largest pillar free spaces in London for events up to 1200 guests. The F & B outlets in the property have been created by PARIS SOCIETY. The F & B space named Barnaby’s, is perfect for social events and either the Barnaby’s Kitchen or Barnaby’s Lounge Bar can be semi or completely privatised for groups, events or additional catering / meeting space for larger residential bookings/ functions.
Our promise is caring and impeccable service. We nurture real passion for service and achievement beyond limits.
Our mission is to make the impossible possible to realize your dreams.
Job Description
Customer Relations
1. Be the first point of call, to lead and manage the team of 2 other Guest Experience Managers by envisioning and ensuring a smooth structure and targets
2. Be a first contact for special occasion offering memorable packages to our guests (rose petals, chocolates and bottles of champagne, balloons etc.)
3. Guest focus in all the departments (front office, F&B, Bedrooms and events) developing excellent relations with them
4. Has regular and close contact with hotel guests by interacting with guests to collect feedback and ideas
5. Be our first point of contact for high level members (Such as Diamond and Limitless) to ensure faultless stay
6. Analyses guests’ comments and shares them with the team
7. Handle guest concerns/expectations and react quickly, tracking and notifying proper areas to guarantee sparkles moments that are based on personalization and creativity
8. Deal with complaints by email, phone or in person in a professional and proactive manner
9. Promotes the Brand`s service culture and ensures that guests receive services that enables the brand to thrive
10. Ensure all telephone calls are answered courteously and efficiently, within the Brand standards at all times
11. Takes responsibility for guest experiences that have negatively been impacted and turns them into memorable moments
12. Ensure 5-10 room checks to be done daily between all Guest Relation Managers to ensure High Standards are kept
13. Ensure large scale public & calendar events (EG: Halloween, Kings Coronation, International Womens Day, Easter, National Housekeeping week) are being looked into, and celebrated with the guests
Commercial / Sales
14. Promotes the special offers and full range products
15. Use of Powerpoint/Canva to create engaging guest notices to increase upsell activity
16. Improves the department’s results by increasing sales and productivity in all areas of the hotel
17. Find innovative ways to keep guest satisfaction high whilst keeping refunds low
18. Ensure our Business Social Media (Instagram, Facebook etc) is kept up to date and engaging
19. Ensure an attitude of anticipative and caring service is displayed at all times during your shift
20. Understand and focus on the hotels objectives and targets, including RPS, Budget, Employee wellbeing & Sustainability
Management and Administration
21. Lead and manage the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging service
22. Liaise with other Heads of Departments to ensure all feedback is passed on and possible solutions found, and to come up with ideas to improve guest satisfaction throughout the hotel
23. Ensure budgeting and cost control is implemented to achieve maximum and effective reach on a cost saving budget
24. Attend Rooms Division Meetings and follow up on all tasks set during the meetings. If unable to attend, ensure someone can attend with the knowledge of the previous meetings
25. Ensure the Rota has been made in line with Business needs
26. Ensure the team checks the inventory of stock frequently to prevent running out of items
27. Be in constant contact with the other departments and ensures that information circulates smoothly between them – e.g. Reception, Maintenance, HK and Kitchen
28. Cover DM shifts and support all of departments
29. Ensure employees are informed daily about priorities to personalize service
30. Follows all departmental policies, procedures and standard
31. Effectively & responsibly handles quests’ requests and reservations
32. Clearly demonstrates to guests and colleagues a commitment to service excellence
Additional Information
PERKS FOR YOU:
33. PERKS FOR YOU:
34. Private Health Care
35. Employee benefit card offering discounted rates at Accor worldwide
36. Free and delicious meal breaks on duty
37. Complimentary stays in UK and North Ireland
38. Friends & Family discounts
39. 50% food discounts in our restaurants
40. Pension Scheme
41. Eye Test Vouchers
42. Staff Uniforms Provided
43. Learning programs through our Academies
44. Opportunity to develop your talent and grow within your property and across the world!
45. Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
Candidates must have the right to work in the UK
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.