Front Office Supervisor in London

Company Description

The Mercure 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 bedrooms, across two distinct brands within Accor, Ibis & Mercure. As the property is a combo there are 226 Ibis rooms & 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 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 1200 guests. The F&B outlets in the property have been created by PARIS SOCIETY. The F & B space named Barnaby’s, is perfect for social events and either the Barnaby’s Kitchen or Barnaby’s 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 realise your dreams.

Job Description

POSITION OVERVIEW

To deal with all guest enquiries, questions and requirements for reservations of Hotel rooms in helpful and speedy manner. To support all other departments, especially reception ensuring that all guests have an enjoyable stay with us. To be responsible for the day-to-day duties with accepting and entering individual and group reservations. Resolve guest problems and complaints as appropriately and professionally as possible.

MAIN RESPONSIBILITIES

Duties

• Apply thorough working knowledge of the front office operations.

• Assist in conducting training for all Front Office employees.

• Direct daily front office operations.

• Greet and escort Very Important Guests (VIP’s).

• Ensure efficient and courteous reception service.

• Supervise front cashiers and help out with accounting problems.

• Control hotel duty keys and floats whilst on duty.

• Supervise and support of the Front Office team.

• Enrol our guests in Accor Loyalty Membership and boots team members performance.

• Ensure department policies and procedures are understood by all employees and observed in tasks performed.

• Ensure effective communication of new and updated information regarding policies, rates and general hotel information.

• Ensure strict procedures are followed for all cash/credit, accounting and banking procedures, issue of keys and guest confidentiality.

• Implement training programs for all employees, conduct induction and skills training.

• Perform any other duties as directed by the Front Office Management.

• Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Brand.

• Effectively use the guest feedback to improve product and service delivery.

• Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.

Customer Relations

• Provide efficient, friendly and professional service to all guests, making all guests experience positive.

• Take a positive problem solving approach with guest problems and concerns.

• Actively sell and promote, hotel facilities and services.

• Work together with trust so that colleagues and management meet the goals of the department/Hotel.

• Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.

• Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.

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

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
• Health Insurance
• Eye Test Vouchers
• 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

Note: The Company reserves the right to amend this job description from time to time to reflect the evolving needs of the business.