Mercure & ibis London Earls Court and Barnaby’s Restaurant & Bar provide guests with a warm welcome, spacious and comfortable accommodation with breath‑taking views of the London skyline currently in the exciting process of a refurbishment with the aim to shift our hotel to a four-star hotel and new branding. Our new 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. The hotel is about to undergo a very unique project resulting in a dual branding stylish and modern hotel with a combination of 3* and 4* product.
Our promiseiscaring and impeccable service. We nurture real passion for service and achievement beyond limits.
Our missionistomake the impossible possible to realise your dreams.
Job Description
MAIN RESPONSIBILITIES
This role is the core of the hotel service as it is all about guest’s 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
Manage airline crew’s journey from pre arrival to smooth check in, when in house till departure, and ensure a seamless, efficient, and elevated hospitality experience tailored to airline personnel.
Find new ways to push our RPS (reputation performance score)
Relay with Heads of Departments with complaints and issues
Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets
Conveys the hotel’s image and atmosphere through his/her 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
Improves the department’s results by increasing sales and productivity in all areas of the hotel
Liaise closely with other HOD’s 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
Completing the training in Reception and support the Reception team if needed
Promotes special offers and a full range of products
Improves the department’s results by increasing sales and productivity in all areas of the hotel
Brand promise
Promote guest satisfaction experiences through Accor Extranets
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
Management and Administration
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 with satisfactory resolutions
Checks inventories that have been carried out
Tracking 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
Follows all departmental policies, procedures and standard
Effectively & responsibly handles guests requests and reservations
Clearly demonstrates 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.
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.
Airlines Guest Relations Manager employer: MERCURE
MERCURE in Oxford is an excellent employer that values its team members by offering a supportive work culture and numerous growth opportunities within the hospitality industry. Employees enjoy benefits such as free meals, discounted rates at Accor hotels, and a commitment to fostering a passion for food and customer satisfaction, making it a rewarding place to build a career.
