Company Description Mercure & ibis London Earls Court and Barnabys 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 guests 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 hotels 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 departments results by increasing sales and productivity in all areas of the hotel Liaise closely with other HODs 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 departments 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 AMRT1_UKCT