Company Description

The Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing and group hotel comprising a total of 508 keys, across two distinct brands within Accor, Ibis and Mercure. As the property is a combo there are 226 Ibis rooms and 282 Mercure rooms. The London Suite is the main ballroom for all types of events. The London Suite is extremely versatile and plays a pivotal role in the propertys 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 1200 guests. The F and B outlets in the property have been created by PARIS SOCIETY. The F and B space named Barnabys, is perfect for social events and either the Barnabys Kitchen or Barnabys Lounge Bar can be semi or completely privatised for groups, events or additional catering / meeting space for larger residential bookings/ functions.Our promise is caring and impeccable service. We nurture real passion for service and achievement beyond limits.Our mission is to make the impossible possible to realize your dreams.Job Description

Customer RelationsBe the first point of call, to lead and manage the team of 2 other Guest Experience Managers by envisioning and ensuring a smooth structure and targetsBe a first contact for special occasion offering memorable packages to our guests (rose petals, chocolates and bottles of champagne, balloons etc.)Guest focus in all the departments (front office, FandB, Bedrooms and events) developing excellent relations with themHas regular and close contact with hotel guests by interacting with guests to collect feedback and ideasBe our first point of contact for high level members (Such as Diamond and Limitless) to ensure faultless stayAnalyses guests comments and shares them with the teamHandle guest concerns/expectations and react quickly, tracking and notifying proper areas to guarantee sparkles moments that are based on personalization and creativityDeal with complaints by email, phone or in person in a professional and proactive mannerPromotes the Brand`s service culture and ensures that guests receive services that enables the brand to thriveEnsure all telephone calls are answered courteously and efficiently, within the Brand standards at all timesTakes responsibility for guest experiences that have negatively been impacted and turns them into memorable momentsEnsure 5-10 room checks to be done daily between all Guest Relation Managers to ensure High Standards are keptEnsure large scale public and calendar events (EG: Halloween, Kings Coronation, International Womens Day, Easter, National Housekeeping week) are being looked into, and celebrated with the guestsCommercial / SalesPromotes the special offers and full range productsUse of Powerpoint/Canva to create engaging guest notices to increase upsell activityImproves the departments results by increasing sales and productivity in all areas of the hotelFind innovative ways to keep guest satisfaction high whilst keeping refunds lowEnsure our Business Social Media (Instagram, Facebook etc) is kept up to date and engagingEnsure an attitude of anticipative and caring service is displayed at all times during your shiftUnderstand and focus on the hotels objectives and targets, including RPS, Budget, Employee wellbeing and SustainabilityManagement and AdministrationLead and manage the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging serviceLiaise with other Heads of Departments to ensure all feedback is passed on and possible solutions found, and to come up with ideas to improve guest satisfaction throughout the hotelEnsure budgeting and cost control is implemented to achieve maximum and effective reach on a cost saving budgetAttend Rooms Division Meetings and follow up on all tasks set during the meetings. If unable to attend, ensure someone can attend with the knowledge of the previous meetingsEnsure the Rota has been made in line with Business needsEnsure the team checks the inventory of stock frequently to prevent running out of itemsBe in constant contact with the other departments and ensures that information circulates smoothly between them

e.g. Reception, Maintenance, HK and KitchenCover DM shifts and support all of departmentsEnsure employees are informed daily about priorities to personalize serviceFollows all departmental policies, procedures and standardEffectively and responsibly handles quests requests and reservationsClearly demonstrates to guests and colleagues a commitment to service excellenceAdditional Information

PERKS FOR YOU:PERKS FOR YOU:

Private Health CareEmployee benefit card offering discounted rates at Accor worldwideFree and delicious meal breaks on dutyComplimentary stays in UK and North IrelandFriends and Family discounts50% food discounts in our restaurantsPension SchemeEye Test VouchersStaff Uniforms ProvidedLearning programs through our AcademiesOpportunity 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 21Candidates must have the right to work in the UKNOTE:

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.

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