Overview
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. The hotel is undergoing refurbishment to shift to a four-star branding and evolve into a modern, stylish, and innovative 12-storey hotel with dual branding (3* and 4* product).
Our Promise
caring and impeccable service. We nurture real passion for service and achievement beyond limits.
Our Mission
to make the impossible possible to realise your dreams.
Job Description
Main Responsibilities
* This role is the core of the hotel service as it is all about guest satisfaction and customer service where all departments converge.
* Priority is our customer and hotel reputation.
* You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands-on role.
* Find new ways to push our RPS (reputation performance score).
* Relay with Heads of Departments on complaints and issues.
* Ensure a high standard of services provided for guests and attainment of qualitative and quantitative targets in all areas of the hotel.
* Convey the hotel’s image and atmosphere through exemplary attitude, warm and friendly welcome, availability and frequent presence in the field.
* Maintain a proactive and motivated attitude within the team.
* This role is 70% guest relations face-to-face and 30% administrative tasks.
* Improve the department’s results by increasing sales and productivity in all areas of the hotel.
* Liaise closely with other HODs (e.g., Chef, Housekeeping, Maintenance).
* Perform shifts in the hotel when needed.
* Be creative with amenities and personalise memorable moments with guests.
* Make regular guests feel important and recognised.
* Spend time in the Lobby and outlets to enable guest interaction and complaint handling.
* Completing the training in Reception and support the Reception team if needed.
Commercial / Sales
* Promotes special offers and a full range of products.
* Improves the department’s results by increasing sales and productivity in all areas of the hotel.
* Brand promise.
* Promote guest satisfaction experiences through Accor Extranets.
* Ensure an attitude of anticipative and caring service is displayed at all times during your shift.
* Assist and proactively aim to reach annual targets for Budgets, RPS, and other targets for the year.
Management and Administration
* Work within the team to complete day-to-day operations of the Guest Relations department, ensuring service standards are followed with friendly and engaging service.
* Reply to hotel reviews and complaints.
* Check inventories that have been carried out.
* Track the budget and refunds on a daily and weekly basis.
* Complaint tracking by category.
* Maintain constant contact with other departments to ensure information circulates smoothly (e.g., Reception, Maintenance, Housekeeping, Kitchen).
* Cover Duty Manager shifts and support all departments.
* Ensure employees are informed daily about priorities to personalise service.
* Follow all departmental policies, procedures, and standards.
* Effectively and responsibly handle guests’ requests and reservations.
* Clearly demonstrate a commitment to service excellence to guests and colleagues.
Additional Information
* Perks for you include an employee benefit card offering discounted rates at Accor worldwide.
* £5 for any name mention.
* £200 for the Heartist of the Month (Employee of the Month).
* 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.
* Cycle to work scheme.
* Staff uniforms provided.
* Learning programs through our Academies.
* Wonderful and fun colleagues.
* Opportunity to develop your talent and grow within your property and across the world.
* Ability to make a difference through CSR activities, like Planet 21.
Candidates must have the right to work in the UK.
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