Overview
The Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing and group hotel comprising 508 keys across two brands within Accor, Ibis and Mercure. The London Suite is the main ballroom for all types of events and is divisible into nine meeting rooms. The F&B outlets include Barnaby’s, with options for private or semi-private use for groups and events.
Our promise is caring and impeccable service. Our mission is to make the impossible possible to realize your dreams.
Job Description
Customer Relations
* Be the first point of call, leading and managing a team of 2 Guest Experience Managers by envisioning and ensuring a smooth structure and targets
* Be the first contact for special occasion packages (e.g., rose petals, chocolates, champagne, balloons) for guests
* Maintain guest focus across departments (front office, F&B, bedrooms and events) and develop excellent relations
* Maintain regular contact with hotel guests to collect feedback and ideas
* Be the first contact for high level members (e.g., Diamond and Limitless) to ensure a faultless stay
* Analyze guest comments and share insights with the team
* Handle guest concerns/expectations, respond promptly, and coordinate with relevant areas to create memorable moments through personalization and creativity
* Address complaints via email, phone or in person professionally and proactively
* Promote the brand’s service culture and ensure guests receive services that support brand standards
* Ensure telephone calls are answered courteously and efficiently
* Take responsibility for guest experiences that have been negatively impacted and turn them into memorable moments
* Conduct 5–10 room checks daily among Guest Relations Managers to maintain high standards
* Support large-scale events and celebrations (e.g., Halloween, Kings Coronation, International Women’s Day, Easter, National Housekeeping Week) for guests
* Commercial / Sales
* Promote special offers and full range products
* Use PowerPoint/Canva to create engaging guest notices and drive upsell activity
* Improve department results by increasing sales and productivity across the hotel
* Identify ways to maintain high guest satisfaction while minimizing refunds
* Maintain active and engaging hotel social media presence (Instagram, Facebook, etc.)
* Demonstrate anticipative and caring service during shifts
* Align with hotel objectives and targets, including RPS, Budget, Employee wellbeing and Sustainability
* Management and Administration
* Lead day-to-day operation of the Guest Relations department to ensure friendly and engaging service
* Liaise with Heads of Departments to pass on feedback and improve guest satisfaction across the hotel
* Implement budgeting and cost control to optimise reach on a cost-saving budget
* Attend Rooms Division Meetings or ensure attendance if unavailable
* Oversee rota planning aligned with business needs
* Monitor stock inventories to prevent shortages
* Maintain cross-department communication and ensure information circulates smoothly
* Cover Duty Manager shifts and support all departments as needed
* Keep staff informed daily about priorities to personalise service
* Follow all departmental policies, procedures and standards
* Handle guest requests and reservations effectively and responsibly
* Demonstrate commitment to service excellence
Perks
* Private Health Care
* Employee benefit card with discounts at Accor worldwide
* Free meal breaks on duty
* Complimentary stays in UK and Northern Ireland
* Friends & Family discounts
* 50% discount in our restaurants
* Pension Scheme
* Eye Test Vouchers
* Staff Uniforms Provided
* Learning programs through Accor Academies
* Opportunity to develop talent and grow within the property and across the world
* Opportunity to contribute to CSR activities (Planet 21)
Candidates must have the right to work in the UK.
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.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management
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