At a Glance
- Tasks: Ensure guest satisfaction and manage hotel reputation through proactive service and teamwork.
- Company: Join a dynamic hotel undergoing an exciting transformation into a stylish four-star experience.
- Benefits: Enjoy discounts, free meals, health insurance, and opportunities for career growth.
- Other info: Work with a fun team and make a real impact on our hotel's evolution.
- Why this job: Be at the heart of guest relations and create memorable experiences in a vibrant environment.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
Company Overview
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. We are currently in the exciting process of refurbishment with the aim to shift our hotel to a four-star hotel and new branding. Our 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.
Job Description
MAIN RESPONSIBILITIES
- This role is the core of the hotel service as it is all about guest 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.
- Ensure the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets.
- Convey the hotel's image and atmosphere through 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.
- Improve the department's 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 in our Lobby and outlets to allow for guest interaction and complaint handling.
- Complete the training in Reception and support the Reception team if needed.
- Promote special offers and a full range of products.
- 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.
- 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.
- Check inventories that have been carried out.
- Track 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 personalise service.
- Follow all departmental policies, procedures and standards.
- Effectively & responsibly handle guest requests and reservations.
- Clearly demonstrate 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.
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 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, like Planet 21.
Candidates must have the right to work in the UK.
Guest Relations Manager employer: Mercure Earls Court
At Mercure & ibis London Earls Court, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters growth and creativity. As we embark on an exciting refurbishment to elevate our hotel to a four-star experience, employees will benefit from comprehensive training programmes, generous perks including discounted stays and meals, and the chance to make a meaningful impact through our Corporate Social Responsibility initiatives. Join us in creating memorable guest experiences while developing your career in a supportive and dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations Manager
✨Tip Number 1
Get to know the hotel inside out! Familiarise yourself with Mercure & ibis London Earls Court and Barnabys Restaurant & Bar, their services, and the ongoing refurbishment. This way, when you chat with the hiring team, you can show off your knowledge and passion for the place.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info about the role and help you stand out when it comes to interviews.
✨Tip Number 3
Prepare for those tricky interview questions! Think about how you’d handle guest complaints or improve guest satisfaction. Use real-life examples from your past experiences to demonstrate your skills and proactive attitude.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of our exciting journey towards becoming a modern, stylish hotel.
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Show Your Personality:When writing your application, let your personality shine through! We want to see the real you, so don’t be afraid to share your passion for guest relations and service. A warm and friendly tone can make a big difference.
Tailor Your Application:Make sure to tailor your application to the Guest Relations Manager role. Highlight your relevant experience and skills that align with our mission of providing impeccable service and creating memorable moments for guests.
Be Specific About Your Experience:Use specific examples from your past roles to demonstrate how you've handled guest relations and improved customer satisfaction. We love seeing concrete achievements that show how you can contribute to our hotel’s reputation.
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it’s super easy to do!
How to prepare for a job interview at Mercure Earls Court
✨Know the Hotel Inside Out
Before your interview, make sure to research Mercure & ibis London Earls Court thoroughly. Familiarise yourself with their services, recent refurbishments, and the dual branding concept. This knowledge will show your genuine interest in the hotel and help you answer questions more effectively.
✨Showcase Your Customer Service Skills
As a Guest Relations Manager, your ability to handle guest satisfaction is crucial. Prepare examples from your past experiences where you turned a negative situation into a positive one. Highlight your proactive approach and how you’ve improved customer experiences in previous roles.
✨Demonstrate Team Collaboration
This role requires close collaboration with various departments. Be ready to discuss how you've successfully worked with teams in the past. Share specific instances where your communication skills helped resolve issues or improve service standards, as this will resonate well with the interviewers.
✨Bring Your Creativity to the Table
The job description mentions personalising memorable moments for guests. Think of creative ideas or amenities you could introduce to enhance guest experiences. Presenting these during your interview will not only showcase your innovative thinking but also align with the hotel's mission to provide caring and impeccable service.
