Company Description
Mercure & ibis London Earls Court and Barnaby’s Restaurant & Bar provide guests with a warm welcome, spacious and comfortable accommodation with breath-taking views of the London skyline currently in the exciting process of a refurbishment with the aim to shift our hotel to a four-star hotel and new branding. Our new goal is to find the right candidates to be part of this amazing project to help us during the evolution to become a modern, stylish and innovative 12-storey hotel. The hotel is about to undergo a very unique project resulting in a dual branding stylish and modern hotel with a combination of 3* and 4* product.
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 realise your dreams.
Job Description
Position Overview
1. Ensures that guests' have a smooth running stay at the hotel
2. Manages and motivates front office team in order to provide high quality services for guests
3. Ensures the department meets its quantitative and qualitative targets
4. Increases revenue through his/her sales efforts
5. Implements brand and Group projects and identity features
6. Carry out Duty Management shifts accordingly DM ROTA and business needs.
Main Responsibilities
Customer relations
7. Develops close relationships with guests throughout their stay with the aim of gaining their loyalty
8. Anticipates guests' needs and takes them into consideration
9. Handles guest complaints if they have not been dealt with by team members and provides a rapid solution
10. Conveys the hotel's image
11. Present a professional, friendly and efficient impression of the Hotel at all times
12. Maintains a good working relationship with your colleagues creating a team that works well together and with other departments
13. Ensures that your team is developed to provide a hospitable service to the standard
14. Develops your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments
15. Has a full understanding of all systems and programme e.g. Tars, etc.
16. Ensures communication procedures are effective and efficient on a day-to-day basis
17. Supports with initiative and commitment the overall objectives of the business in terms of, revenues, costs and team work – whilst developing your personal competency levels
18. Is a good example of the company dress code and appearance standards – ensuring that your team fully comply with these
19. Makes sure you and your staffs are providing excellent service to guests
20. Deals with guest complaints
21. Gives daily recommendations according to groups, arrivals, departures and special issues.
22. Organises for VIP welcome when necessary
23. Actively develops your team’s awareness of revenue capture and resolving posting errors and guest queries relating to charges – in order to protect revenues
24. Encourages staff to maximize revenue by up selling and following yield recommendations
25. Ensures that staff has good knowledge of rates, segments and hotel promotions
Team management and cross-departmental responsibilities
26. Ensures that your team are fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information onto the guest whenever the possibility arises in order to maximize hotel sales
27. Displays a pro-active and innovative approach to skills development and standards enhancement with your team
28. Coordinates constructively with both the finance and night teams so that policy, procedure and requirements are all adhered to
29. Establishes and maintains strict security procedures within your department, reporting any potential risks
30. Actively develops positive and effective communication between the reception team and the housekeeping team.
31. Continuously analyses actual standards observed against department standards. Demonstrate a pro-active approach to delivering company and operational standards and actively challenge deviation
32. Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible
33. Designs and implements of new procedures, when necessary
34. Controls reports from Night-Audit (guest’s credit limits, deductions, refunds, complimentary rooms…)
35. Ensures a high quality on the daily basis work (City Ledger, Check-in, Check-out, and other daily operations)
36. Supervises the daily billing, cashiering and business reports
37. Takes part in the annual budget preparation for the Front Desk
38. To carry out Duty Management functions as required
Talent and Culture Responsibilities
39. Establish on-going On Job Training Programs within the department to meet Brand and Service Standards
40. Openly communicates with staff ensuring regular briefings occur and all relevant information is passed on
41. To plan regular supervisor meetings/ night meetings
42. Make PDP for members interested in growing
43. Conduct interviews
44. Ensures that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets
45. Creates a team that works together with trust and takes responsibility to meet the goals of the department
46. Appraises staff performance utilising the Accor performance review system
47. Ensure staff presentation is consistent with Hotel staff handbook; uniforms correctly presented; name badges worn.
48. Achieves effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the Hotel.
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
PERKS FOR YOU
49. Employee benefit card offering discounted rates at Accor worldwide
50. Free and delicious meal breaks on duty
51. Complimentary stays in UK and North Ireland
52. Friends & Family discounts
53. 50% food discounts in our restaurants
54. Pension Scheme
55. Eye Test Vouchers
56. Cycle to Work Scheme
57. Staff Uniforms Provided
58. Learning programs through our Academies
59. Opportunity to develop your talent and grow within your property and across the world!
60. Ability to make a difference through our Corporate Social Responsibility activities, like Planet 2
Candidates must have the right to work in the UK