Company Overview
The Mercure & Ibis 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, Mercure & Ibis. As a combo, there are 282 Mercure rooms & 226 Ibis rooms. The London Suite is the main ballroom for all types of events, 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 1,200 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, additional catering / meeting space for larger residential bookings and functions.
Job Description
Position Overview
* Ensures the high standard of services for guests and the attainment of the department's qualitative targets.
* Conveys the hotel's image and atmosphere through exemplary attitude, warm and friendly welcome, availability and frequent presence in the field.
* Responsible for managing the first impressions of our guests and delivering high standards of services.
* Manages and motivates the teams to improve sales and quality.
* Leads and brings life to Accor projects and identity features in the department.
* Draws up the annual budget, forecasts, and financial reporting for the department and follows up implementation.
* Carries out Duty Management shifts accordingly with business needs.
* Ensures that the organisation is compliant with Accor sustainability policy and Green Key criteria and standards.
Main Responsibilities
Customer Relations
* Develops close relationships with guests throughout their stay with the aim of gaining their loyalty.
* Is often present in the lobby and at reception to meet guests on a daily basis.
* Ensures that GRMs presence is constant in the lobby.
* Organises the receptionists and welcoming staff for optimal effectiveness.
* Knows the behaviour patterns of regular guests and issues instructions to the different teams within the department.
* Handles guest complaints not dealt with by team members.
* Manages the front office and housekeeping teams, fostering a culture of growth, development and performance within the department.
* Responsible for the departmental budget, ensuring that costs and inventory are controlled, and that productivity and performance levels are attained.
Professional Techniques / Production
* Guarantees the high standard of rooms services.
* Ensures that the hotel is always maintained in an immaculate condition, including specific time schedules for weekly guest room inspections and public area inspections.
* Ensures cleanliness standards at 87%.
* Is in constant contact with other departments and ensures that information circulates smoothly between them.
* Is responsible for communication between different teams.
* Ensures that all brand reference guidelines are correctly applied at all times.
* Promotes the use of teams of receptionists, ensuring people are well suited to their jobs and roles are properly understood by themselves and other hotel personnel.
* Ensures that guests are followed up and offered appropriate services of a high standard.
* Initiates new projects, coordinating implementation and follow‑up.
* Excellence in attention to detail and accuracy.
* Excellent written/verbal communication and the ability to communicate across all levels of an organisation.
Talent & Culture Responsibilities
* Openly communicates with staff ensuring regular briefings occur and all relevant information is passed on.
* Creates a team that works together with trust and takes responsibility to meet the goals of the department and hotel.
* Implements Accor training initiatives with particular emphasis on coordinated and structured on‑job training aligned with service standards and service procedures.
* Responsible for recruitment, selection and training of all department heads within the Rooms Division and oversees continuous development of all managers within the Rooms Division department.
* Achieves effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the hotel.
Commercial / Sales
* Optimises the hotel's occupancy rates and develops associated services.
* Responsible for new contract negotiations.
* Pushing sales in the FO team.
* Ensures that all sales made comply with the sales policy as defined by the brand and the hotel.
* Plays an active role in the marketplace policy.
* Keeps track of the standard of services delivered, based on guest comments.
* Keeps close track of what the competition is doing.
* Is actively involved in the local area to keep up‑to‑date with the needs.
Additional Information
* Employee benefit card offering discounted rates at Accor worldwide.
* Free and delicious meal breaks on duty.
* Complimentary stays in UK and Northern 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 our Corporate Social Responsibility activities, like Planet 21.
Candidates must have the right to work in the UK.
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