Company Description
Department: Front Office/Rooms
Reporting to: Rooms Division Manager
Company Overview
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 iscaring and impeccable service. We nurture real passion for service and achievement beyond limits.
Our mission istomake the impossible possible to realize your dreams.
Job Description
MAIN RESPONSIBILITIES
1. This role is the core of the hotel service as it is all about guest’s satisfaction and customer services where all departments converge.
2. Its priority is our customer and hotel reputation
3. You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands on role
4. Find new ways to push our RPS (reputation performance score)
5. Relay with Heads of Departments with complaints and issues
6. Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets
7. Conveys the hotel’s image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the field
8. Proactive and motivator attitude through the team
9. This role is 70% guests relations face-to-face and 30% admin tasks
10. Improves the department’s results by increasing sales and productivity in all areas of the hotel
11. Liaise closely with other HOD’s in the team. For Example Chef, Housekeeping and Maintenance
12. Perform Shifts in the hotel when needed
13. Be creative with amenities and “sparkles” – personalise memorable moments with our guests
14. Make our regulars feel important and recognised
15. Spend time in our Lobby and outlets to allow for Guest interaction and complaint handling
16. Completing the training in Reception and support the Reception team if needed
Commercial / Sales
17. Promotes the special offers and full range products
18. Improves the department’s results by increasing sales and productivity in all areas of the hotel
19. Brand promise
20. Promote guest satisfaction experiences through Accor Extranets
21. Ensure an attitude of anticipative and caring service is displayed at all times during your shift
22. Assist and proactively aim to reach our annual targets for Budgets, RPS and other targets stipulated for the year
Management and Administration
23. Work within the team completing the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging service
24. Reply back to all Hotel reviews and complaints
25. Checks inventories that have been carried out
26. Tracking the budget and refunds on a daily & weekly basis
27. Complaint tracking based on category
28. Be in constant contact with the other departments and ensures that information circulates smoothly between them – e.g. Reception, Maintenance, HK and Kitchen
29. Cover DM shifts and support all of departments
30. Ensure employees are informed daily about priorities to personalize service
31. Follows all departmental policies, procedures and standard
32. Effectively & responsibly handles quests’ requests and reservations
33. Clearly demonstrates to guests and colleagues a commitment to service excellence
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:
34. Employee benefit card offering discounted rates at Accor worldwide
35. £5 for any name mention
36. £200 for the Heartist of the month (Employee of the month)
37. Free and delicious meal breaks on duty
38. Complimentary stays in UK and North Ireland
39. Friends & Family discounts
40. 50% food discounts in our restaurants
41. Pension Scheme
42. Health Insurance
43. Eye Test Vouchers
44. Cycle to work Scheme
45. Staff Uniforms Provided
46. Learning programs through our Academies
47. Wonderful and fun colleagues
48. Opportunity to develop your talent and grow within your property and across the world!
49. Ability to make a difference through our Corporate Social Responsibility activities, like Planet 21
Candidates must have the right to work in the UK