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