Front Office Manager

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. 
 

Position Overview

• Ensures that guests' have a smooth running stay at the hotel
• Manages and motivates front office team in order to provide high quality services for guests
• Ensures the department meets its quantitative and qualitative targets
• Increases revenue through his/her sales efforts
• Implements brand and Group projects and identity features
• Carry out Duty Management shifts accordingly DM ROTA and business needs.

Main Responsibilities

Customer relations

• Develops close relationships with guests throughout their stay with the aim of gaining their loyalty
• Anticipates guests' needs and takes them into consideration
• Handles guest complaints if they have not been dealt with by team members and provides a rapid solution
• Conveys the hotel's image
• Present a professional, friendly and efficient impression of the Hotel at all times
• Maintains a good working relationship with your colleagues creating a team that works well together and with other departments
• Ensures that your team is developed to provide a hospitable service to the standard
• Develops your team to anticipate guest needs, act upon and follow up guest requests and deliver a level of service and responsiveness that generates compliments
• Has a full understanding of all systems and programme e.g. Tars, etc.
• Ensures communication procedures are effective and efficient on a day-to-day basis
• Supports with initiative and commitment the overall objectives of the business in terms of, revenues, costs and team work – whilst developing your personal competency levels
• Is a good example of the company dress code and appearance standards – ensuring that your team fully comply with these
• Makes sure you and your staffs are providing excellent service to guests
• Deals with guest complaints
• Gives daily recommendations according to groups, arrivals, departures and special issues.
• Organises for VIP welcome when necessary
• Actively develops your team’s awareness of revenue capture and resolving posting errors and guest queries relating to charges – in order to protect revenues
• Encourages staff to maximize revenue by up selling and following yield recommendations
• Ensures that staff has good knowledge of rates, segments and hotel promotions

Team management and cross-departmental responsibilities

• Ensures that your team are fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information onto the guest whenever the possibility arises in order to maximize hotel sales
• Displays a pro-active and innovative approach to skills development and standards enhancement with your team
• Coordinates constructively with both the finance and night teams so that policy, procedure and requirements are all adhered to
• Establishes and maintains strict security procedures within your department, reporting any potential risks
• Actively develops positive and effective communication between the reception team and the housekeeping team.
• Continuously analyses actual standards observed against department standards.  Demonstrate a pro-active approach to delivering company and operational standards and actively challenge deviation
• Being pro-active in getting things done and exceeding expectations of both guests and colleagues where possible
• Designs and implements of new procedures, when necessary
• Controls reports from Night-Audit (guest’s credit limits, deductions, refunds, complimentary rooms…)
• Ensures a high quality on the daily basis work (City Ledger, Check-in, Check-out, and other daily operations)
• Supervises the daily billing, cashiering and business reports
• Takes part in the annual budget preparation for the Front Desk
• To carry out Duty Management functions as required

Talent and Culture Responsibilities

• Establish on-going On Job Training Programs within the department to meet Brand and Service Standards
• Openly communicates with staff ensuring regular briefings occur and all relevant information is passed on
• To plan regular supervisor meetings/ night meetings
• Make PDP for members interested in growing
• Conduct interviews 
• Ensures that strategies and practices are in place to facilitate the efficient and effective staffing of department to achieve financial and service quality targets
• Creates a team that works together with trust and takes responsibility to meet the goals of the department
• Appraises staff performance utilising the Accor performance review system
• Ensure staff presentation is consistent with Hotel staff handbook; uniforms correctly presented; name badges worn.
• Achieves effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the Hotel.

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
• 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 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