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.
Department: Front Office/Rooms
Reporting to: Rooms Division Manager
Salary: £33,155.20 + 8.33% Annual Bonus
Job Description
* This role is the core of the hotel service as it is all about guest’s satisfaction and customer services where all departments converge.
* Its 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 with complaints and issues
* Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets
* Conveys the hotel’s image and atmosphere through his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the field
* Proactive and motivated attitude through the team
* This role is 70% guest relations face-to-face and 30% admin tasks
* Improves the department’s results by increasing sales and productivity in all areas of the hotel
* Liaise closely with other HOD’s in the team. For Example Chef, Housekeeping and Maintenance
* Perform Shifts in the hotel when needed
* Be creative with amenities and “sparkles” – personalise memorable moments with our guests
* Make our regulars feel important and recognised
* Spend time welcoming in our Lobby and outlets to allow for Guest interaction and complaint handling
* Completing the training in Reception and support the Reception team if needed
* Any other reasonable requests made by your Line Manager & above in the interests of the business.
* Ensure reviews revolving around Sustainability are tracked effectively and the information has been acted upon, part of our Green Key Accreditation
* A minimum of 5 room checks to be completed daily per Guest Relation Manager
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
* Liaise with the F&B Manager & Line Manager to push items through Sparkle Packages, with a fair split between revenue streams
* 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 our annual targets for Budgets, RPS and other targets stipulated for the year
Management and Administration
* Complete and issue the Guest Relations Team rota based on the needs of the company
* Conduct Monthly & Quarterly team meetings, detailing upcoming targets and departmental changes
* Conducting interviews and trial shifts for the Guest Relation Manager team, and team member positions when needed
* Completing the owners BRM slide for the prior month, by the first week of the month.
* Complete absence forms for the Guest Relations team after periods of absence away from the workplace
* Attend or Schedule the team to attend BEO meetings, and ensure all information regarding VIP arrivals for these events are circulated
* Issue and continually update the RPS trackers to ensure adequate knowledge for all departments of the RPS aims and ambitions
* Utilise the Rooms Budget Tracker, and work closely with the other Rooms Division HODs to ensure all expenses are in line with the monthly forecast
* Build relationships with outside suppliers to ensure easier negotiation of products & partnerships (EG: VMG, Sarunds, Virgin)
* Ensure the Guest Relation Team is up to date with training requested by the Talent & Culture team
* 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
* Reply back to all Hotel reviews and complaints
* Checks inventories that have been carried out
* Tracking the budget and refunds on a daily & weekly basis
* Complaint tracking based on category
* Be in constant contact with the other departments and ensure that information circulates smoothly between them – e.g. Reception, Maintenance, HK and Kitchen
* Cover DM shifts and support all departments
* Ensure employees are informed daily about priorities to personalize service
* Follows all departmental policies, procedures and standard
* Effectively & responsibly handles quests requests and reservations
* 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
* 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 our Corporate Social Responsibility activities
Candidates must have the right to work in the UK