Assistant Front Office Manager

The Mercure & Ibis London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing & group hotel comprising a total of 508 keys, across two distinct brands within Accor, Mercure & Ibis. The London Suite is the main ballroom for all types of events, extremely versatile and plays a pivotal role in the property’s 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 1,200 guests. 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 realise your dreams.

POSITION OVERVIEW

You will assist the Front Office Manager in their daily duties, by being inspiring and engaging. As an Assistant Front Office Manager, you will show your leadership and interpersonal strengths to maximize the Rooms Operations, and ensure an exceptional guest journey.

MAIN RESPONSIBILITIES

• Oversee the front desk ensuring we achieve total guest satisfaction.
• Ensure that the Front Office team are wearing correct uniform in line with company standards and their name badges.
• Have a thorough knowledge of all systems and procedures used within Front Office so that you are able to give decisive direction and supervise to the team.
• Welcome guests to the hotel in a courteous and helpful manner.
• Ensure that a suitable method of payment for each guest account at the time of check-in.
• Understand the credit procedures and be able to explain them to guests where applicable.
• Ensure that all guests receive an efficient and correct check-in and that all procedures are followed.
• Comply with hotel policy regarding floats and access to the safe.
• Handle any guest complaints or problems promptly and ensure that all resolved and unresolved problems are reported to your Head of Department.
• Ensure all VIP/Special Need/Special Request/Previous Complaint guests are highlighted and actioned upon in the correct manner.
• Be thoroughly aware of all administration procedures with reference to reservations, correspondence checks/filing relating to a guest stay and taking of reservations in the absence of the reservations department.
• Be aware of the reservations procedures with regards to rate quoting and walk-in guests.
• Communication with the housekeeping management to ensure late/early departures, day use, show round rooms and room moves are dealt with.
• Show willingness to be flexible at all times in assisting other departments within the hotel, as the needs of the business dictate.
• Be fully aware of hotel amenities, including the opening and closing times, facilities, and contact names for further information.
• Maximise revenue where possible by means of upselling and occupancy.
• Complete daily accounts procedures and ensure correct monies are banked.
• Conversant with the hotel Health and Safety, Fire Safety, Departmental Fire Safety, and Security procedures.
• Perform Duty Management shifts in line with company standards.
• Perform tasks of FOM when not in the workplace.
• Attending meetings with FOM or in their absence.
• Order stationery and products needed for the team at line managers’ discretion.

Team Management

• Liaise with the FOM on a daily basis of staffing, training and guest issues.
• To perform monthly 1:1’s with the Front Desk team and feed this back to the FOM.
• Ability to lead by example, believe in a strong team culture and set the scene for high performance.
• Conduct the performance reviews/probationary reviews/check-ins of the team.
• Help organize team-building events.
• To prepare and manage staff rota, ensuring adequate coverage to meet operational needs.
• Conduct interviews as part of the recruitment process, assessing the suitability of the candidate and contributing to hiring decisions.

Additional Information

PERKS FOR YOU

• Employee benefit card offering discounted rates at Accor worldwide.
• 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.
• Eye Test Vouchers.
• Cycle to Work Scheme.
• Staff Uniforms Provided.
• Learning programs through our Academies.
• 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, like Planet 2.

Candidates must have the right to work in the UK.