Company Description

Department: Front Office/RoomsReporting to: Rooms Division ManagerCompany OverviewThe 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 iscaring and impeccable service. We nurture real passion for service and achievement beyond limits.Our mission istomake the impossible possible to realize your dreams.

Job Description

MAIN RESPONSIBILITIESThis 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 reputationYou will have the ability to multi-task while under pressure and have a proactive personality in this busy hands on roleFind new ways to push our RPS (reputation performance score)Relay with Heads of Departments with complaints and issuesEnsures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targetsConveys the hotels image and atmosphere though his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the fieldProactive and motivator attitude through the teamThis role is 70% guests relations face-to-face and 30% admin tasksImproves the departments results by increasing sales and productivity in all areas of the hotelLiaise closely with other HODs in the team. For Example Chef, Housekeeping and MaintenancePerform Shifts in the hotel when neededBe creative with amenities and sparkles

personalise memorable moments with our guestsMake our regulars feel important and recognisedSpend time in our Lobby and outlets to allow for Guest interaction and complaint handlingCompleting the training in Reception and support the Reception team if neededCommercial / SalesPromotes the special offers and full range productsImproves the departments results by increasing sales and productivity in all areas of the hotelBrand promisePromote guest satisfaction experiences through Accor ExtranetsEnsure an attitude of anticipative and caring service is displayed at all times during your shiftAssist and proactively aim to reach our annual targets for Budgets, RPS and other targets stipulated for the yearManagement and AdministrationWork within the team completing the day-to-day operation of the Guest Relations department to ensure service standards are followed with friendly and engaging serviceReply back to all Hotel reviews and complaintsChecks inventories that have been carried outTracking the budget and refunds on a daily and weekly basisComplaint tracking based on categoryBe 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 excellenceNOTE:

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

PERKS FOR YOU: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 dutyComplimentary stays in UK and North IrelandFriends and Family discounts50% food discounts in our restaurantsPension SchemeHealth InsuranceEye Test VouchersCycle to work SchemeStaff Uniforms ProvidedLearning programs through our AcademiesWonderful and fun colleaguesOpportunity 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 21

Candidates must have the right to work in the UK

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