At a Glance
- Tasks: Ensure guest satisfaction and manage hotel reputation through proactive service.
- Company: Join a stylish hotel transforming into a modern four-star experience.
- Benefits: Discounted stays, free meals, health insurance, and career growth opportunities.
- Other info: Dynamic team culture with opportunities for personal and professional development.
- Why this job: Be part of an exciting hotel evolution and create memorable guest experiences.
- Qualifications: Strong customer service skills and ability to multitask in a busy environment.
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. The hotel is currently undergoing refurbishment with the aim to shift 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 evolve into a modern, stylish and innovative 12-storey hotel.
Job Description
MAIN RESPONSIBILITIES- This role is the core of the hotel service, focusing on guest satisfaction and customer service where all departments converge.
- Prioritise customer and hotel reputation.
- Ability to multi-task while under pressure with a proactive personality in this busy hands-on role.
- Find new ways to push our RPS (reputation performance score).
- Relay with Heads of Departments regarding complaints and issues.
- Ensure high standards of service are provided for guests and 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.
- Maintain a proactive and motivated attitude through the team.
- This role is 70% guest relations face-to-face and 30% admin tasks.
- Improve department results by increasing sales and productivity in all areas of the hotel.
- Liaise closely with other HODs in the team, e.g., Chef, Housekeeping and Maintenance.
- Perform shifts in the hotel when needed.
- Be creative with amenities and personalise memorable moments for 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 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 stipulated targets.
- 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.
- Maintain constant contact with other departments to ensure smooth information circulation.
- 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 and responsibly handle guest requests and reservations.
- Clearly demonstrate a commitment to service excellence to guests and colleagues.
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 the 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.
Guest Relations Manager employer: Mercure Earls Court
Mercure & ibis London Earls Court offers an exceptional work environment for a Guest Relations Manager, where you can be part of an exciting transformation into a stylish four-star hotel. With a strong focus on employee growth, competitive benefits like discounted stays and meals, and a vibrant team culture, this role provides the opportunity to make a meaningful impact on guest experiences while developing your career in the hospitality industry.
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's services and amenities. This way, when you chat with the hiring team, you can show off your knowledge and passion for creating memorable guest experiences.
✨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 hotel and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Show your personality during interviews! The role is all about guest relations, so let your warm and friendly nature shine through. Share stories that highlight your proactive attitude and ability to handle pressure while keeping guests happy.
✨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 stylish and modern hotel.
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Show Your Passion for Service:When writing your application, let your passion for guest relations shine through! We want to see how you can bring that warm and friendly attitude to our hotel. Share any experiences where you've gone above and beyond for guests.
Tailor Your Application:Make sure to customise your application to reflect the unique vibe of Mercure & ibis London Earls Court. Highlight your skills in multi-tasking and proactive problem-solving, as these are key in our busy environment. We love seeing candidates who understand our mission!
Be Creative!:Don’t be afraid to show off your creativity in your application. Whether it’s how you’d personalise guest experiences or innovative ideas for improving guest satisfaction, we’re all ears! Let us know how you can contribute to making memorable moments for our guests.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at Mercure Earls Court
✨Know the Hotel Inside Out
Before your interview, make sure you research Mercure & ibis London Earls Court thoroughly. Familiarise yourself with their services, recent refurbishments, and the dual branding concept. This will show your genuine interest and help you answer questions more confidently.
✨Showcase Your Customer Service Skills
As a Guest Relations Manager, your ability to handle guest satisfaction is key. 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 involves liaising with various departments. Be ready to discuss how you’ve successfully worked with different teams in the past. Share specific instances where your collaboration led to improved service or resolved issues effectively.
✨Bring Creative Ideas to the Table
The hotel is looking for someone who can think outside the box. Come prepared with a few creative ideas on how to enhance guest experiences or improve the hotel's reputation performance score. This will demonstrate your initiative and passion for the role.
