Welcomer in London

Main responsibilities

• Welcomes all guests as soon as they arrive with care and attention, with a personalised approach.
• Is proactive, anticipates guests' needs and looks for suitable solutions.
• Conveys the hotel image and promotes the company’s loyalty programme.
• Assists as required with the solving of any guest feedback and is able to handle them in an efficient and satisfying manner.
• Has knowledge of the facilities and services, events offered by the hotel and the surrounding area and actively promotes them.
• Carries out all operations concerning guests' arrival and departure in compliance with payment procedure.
• Informs guests about formalities, any special conditions relating to their stay and the services available.
• Actively contributes to the qualitative and quantitative targets of the department.
• Promotes the Pullman brand philosophy through exemplary attitude, behaviour, uniform and excellent communication skills.

Customer relations

• Present and visible at the reception and contributes to guests' sense of wellbeing and loyalty, by establishing a warm and personalised interaction.
• Gives priority to guest relations, while taking care to respect administrative procedures.
• Anticipates guests' needs and takes them into consideration.
• Handles guests' requests for information and provides answers; puts them in contact with the appropriate people.
• Handles any customer objections, comments or complaints; provides a response as soon as possible while the guest is still at the hotel.
• Collects and inputs information on guests, to improve future visits to the hotel.

Professional techniques / Production

• Makes the guest's stay easier, providing appropriate information and solutions to meet his/her needs.
• Takes care of the arrival and departure processes for guests in compliance with internal procedures.
• Informs guests about the formalities, any particular conditions relating to their stay and the services available in the hotel.
• Handles phone calls.
• Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the department.
• Ensures that all guest documentation is up-to-date and available.
• Handles reservations for all points of sale as needed.
• Is the point of contact for information both destined for hotel customers and concerning them.

Team responsibilities

• Assures the interface between all hotel departments and service-providers if necessary.
• Helps train and develop other members in the team.
• Contributes to the smooth running of the shift whilst ensuring that service standards are consistently exceeded.
• Applies a flexible approach and uses own initiative whilst working in a proactive manner.
• Handles phone calls and emails in a professional and effective manner.

Commercial / Sales

• Promotes the hotel's range of services in order to increase sales.
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR.
• Actively promotes and upsells Deluxe rooms to increase revenue.
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs.
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy.
• Advises guests on potential trips to other Accor hotels.

Management and administration

• Manages the cash under his/her responsibility.
• May be asked to undertake administrative tasks as needed.
• May be asked to undertake switchboard tasks as needed.

Hygiene / Personal safety / Environment

• Ensures that the workplace remains clean and tidy.
• Knows and applies the hotel's safety regulations (in case of fire etc).
• Ensures the safety of people and property.
• Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc).

Additional Information

• Bonus Breaks: Enjoy two complimentary one or two night stays per year at other Accor properties across the UK.
• Pension Scheme: Secure your future with our contributory pension plan.
• Employee Benefit Card: Take advantage of discounted rates at Accor Hotels worldwide.
• Complimentary Meals: Free meals provided whilst on duty.
• Wellness Perks: Free access to the hotel gym.
• Employee Assistance Programme: Confidential support available 24/7.
• Annual Leave: Up to 33 days of annual leave per year (including public holidays).
• Salary: £14.96 per hour (£30,338 per annum).
• The successful candidate must already have eligibility to work in the UK.