Guest Relations Manager

Department: Front Office/Rooms

Reporting to: Rooms Division Manager

Company Overview

The Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing & group hotel comprising a total of 508 keys, across two distinct brands within Accor, Ibis & Mercure. As the property is a combo there are 226 Ibis rooms & 282 Mercure rooms. The London Suite is the main ballroom for all types of events. The London Suite is extremely versatile and plays a pivotal role in the property’s overall performance. The London Suite is divisible into nine separate meeting rooms, which when combined can be one of the largest pillar free spaces in London for events up to 1200 guests. The F & B outlets in the property have been created by PARIS SOCIETY. The F & B space named Barnaby’s, is perfect for social events and either the Barnaby’s Kitchen or Barnaby’s Lounge Bar can be semi or completely privatised for groups, events or additional catering / meeting space for larger residential bookings/ functions.

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 realize your dreams. 
 

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
• 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 though his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the field
• Proactive and motivator attitude through the team
• This role is 70% guests 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

Commercial / Sales

• Promotes the special offers and full range 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 ensures that information circulates smoothly between them – e.g. Reception, Maintenance, HK and Kitchen
• Cover DM shifts and support all of 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