At a Glance
- Tasks: Ensure guest satisfaction and manage hotel reputation through proactive service.
- Company: Join a stylish hotel undergoing an exciting transformation into a modern four-star experience.
- Benefits: Enjoy discounts, free meals, health insurance, and opportunities for career growth.
- Other info: Dynamic team environment with a focus on personal development and social responsibility.
- Why this job: Be at the heart of guest relations and make memorable experiences for visitors.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 30000 - 40000 £ per year.
- Company Description
- Company Overview
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 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
- Main Responsibilities
- This role is the core of the hotel service as it is all about guests' 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.
- 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 recognized.
- 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.
- Commercial / Sales
- 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.
- 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 personalize service.
- Follows all departmental policies, procedures and standard.
- Effectively & responsibly handles quests, 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.
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.
#J-18808-Ljbffr
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations Manager
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like MERCURE. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to MERCURE
Don't be shy about reaching out to MERCURE directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Relations Manager
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about MERCURE and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at MERCURE
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
