Rooms Division Manager

Report: Operations Manager

Responsible of: Front Office Manager, Housekeeping, Guest Relations

Salary: £45,000.00 + 20% Annual Bonus

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 the high standard of services for guests and the attainment of the department's qualitative targets
• Conveys the hotel's image and atmosphere through her/his exemplary attitude, warm and friendly welcome, availability and frequent presence in the field
• Responsible for managing the first impressions of our guests and deliver high standards of services
• Manages and motivates the teams in order to improve sales and the quality
• The right candidate will lead and bring life to Accor projects and identity features in the department
• Draws up the annual budget for the department and follows up implementation
• Carry out Duty Management shifts accordingly with business needs
• Ensuring that the organisation is compliant with Accor sustainability policy and Green Key criteria and standards

MAIN RESPONSIBILITIES

Customer Relations

• Develops close relationships with guests throughout their stay with the aim of gaining their loyalty
• Is often present in the lobby and at reception in order to meet guests on a daily basis
• Ensures that guests receive a warm and personal welcome
• Organises the receptionists and welcoming staff for optimal effectiveness
• Knows the behaviour patterns of regular guests and issues instructions to the different teams within the department
• Handles guest complaints if they have not been dealt with by team members
• Manages the front office and housekeeping teams fostering a culture of growth, development and performance within the department
• Responsible for the departmental budget, ensuring that costs and inventory are controlled, that productivity and performance levels are attained

Professional techniques / Production

• Guarantees the high standard of rooms services
• Ensures that the hotel is always maintained in an immaculate condition, this must include a specific time schedule for weekly guest room inspections and public area inspections
• Is in constant contact with the other departments and ensures that information circulates smoothly between them
• Is responsible for consistency and coherence between different teams
• Ensures that all brand reference guidelines are correctly applied at all times
• Promotes the use of teams of receptionists, ensures people are well suited to their jobs and that their roles are properly understood both by themselves and other hotel personnel
• Ensures that guests are followed up and offered appropriate services of a high standard
• Initiates new projects, coordinating implementation and follow-up
• Excellent attention to detail and accuracy
• Excellent written/verbal communication and the ability to communicate across all levels of an organisation

Talent & Culture Responsibilities

• Openly communicates with staff ensuring regular briefings occur and all relevant information is passed on
• Creates a team that works together with trust and takes responsibility to meet the goals of the department and Hotel
• Implement Accor training initiatives with particular emphasis on coordinated and structured on job training aligned with service standards and service procedures
• Responsible for the recruitment, selection and training of all department heads within the Rooms Division and to oversee the continuous development of all managers within the Rooms Division department
• Achieves effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the Hotel

Commercial / Sales

• Optimises the hotel's occupancy rates and develops associated services
• Ensures that all sales made comply with the sales policy as defined by the brand and the hotel
• Plays an active role in the marketplace policy
• Keeps track of the standard of services delivered, based on guest comments
• Keeps close track of what the competition is doing
• Is actively involved in the local area to keep up-to-date with the needs

• 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