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- Tasks: Assist the Front Office Manager in delivering exceptional guest experiences and managing front desk operations.
- Company: Join the newly renovated Mercure & Ibis London Earls Court hotel, part of Accor.
- Benefits: Enjoy discounted stays, free meals, and opportunities for career growth.
- Other info: Dynamic team culture with opportunities for personal and professional development.
- Why this job: Be a key player in creating memorable experiences for guests in a vibrant hotel environment.
- Qualifications: Strong leadership skills and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
The Mercure & Ibis London Earls Court hotel is a newly renovated property in Southwest London. It is a large conference and group hotel comprising a total of 508 key rooms across two distinct brands within Accor, Mercure and 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.
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 maximise 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.
- Attend 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.
- 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 organise team-building events.
- 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.
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 programmes 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.
Assistant Front Office Manager employer: Mercure Hotels
Contact Detail:
Mercure Hotels Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Assistant Front Office Manager
✨Tip Number 1
Get to know the hotel inside out! Familiarise yourself with the Mercure and Ibis brands, their unique offerings, and the specific amenities at the London Earls Court. This knowledge will help you stand out during interviews and show your genuine interest in the role.
✨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 company culture and even lead to referrals, which can be a game-changer in landing that Assistant Front Office Manager position.
✨Tip Number 3
Practice your leadership skills! Since this role involves managing a team, think of examples from your past experiences where you've inspired others or resolved conflicts. Being able to share these stories will demonstrate your capability to lead effectively.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining our team at the Mercure & Ibis London Earls Court. Don’t miss out on this opportunity!
We think you need these skills to ace Assistant Front Office Manager
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. Use a friendly tone and share a bit about what makes you unique and how you can contribute to our team.
Tailor Your Application: Make sure to tailor your application specifically for the Assistant Front Office Manager role. Highlight your relevant experience in guest relations and team management, and connect your skills to the responsibilities listed in the job description. This shows us you’re genuinely interested!
Be Clear and Concise: Keep your application clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and focus on communicating your key experiences and achievements that relate to the role.
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 the role. Plus, it gives you a chance to explore more about our company and culture.
How to prepare for a job interview at Mercure Hotels
✨Know the Hotel Inside Out
Before your interview, make sure you research The Mercure & Ibis London Earls Court thoroughly. Familiarise yourself with its amenities, services, and unique features like the London Suite. This knowledge will help you demonstrate your enthusiasm and understanding of the property during the interview.
✨Showcase Your Leadership Skills
As an Assistant Front Office Manager, leadership is key. Prepare examples from your past experiences where you've successfully led a team or resolved guest issues. Highlight how you can inspire and engage your team to achieve total guest satisfaction.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential guest complaints or operational challenges you might face in this role. Practise articulating your thought process and solutions clearly, showing your ability to handle pressure.
✨Dress to Impress
First impressions matter! Dress smartly and in line with the hotel's standards. A professional appearance not only shows respect for the interviewers but also reflects your understanding of the hospitality industry’s expectations.