Night Manager

"Why work for Pullman London St Pancras? We welcome you as you are! We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore limitless possibilities within the company. By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Main responsibilities

• Performs Front Office, Reception and Information operations, applying the organisational structure defined by the Front Office Manager

• Promotes the Pullman brand philosophy through his or her exemplary attitude, behaviour, uniform and excellent communication skills

• Forms the link and interfaces between the hotel's different departments and various points of reception. Is mobile

• Takes care of guests from their arrival through to their departure

• Contributes to guest satisfaction at all times by providing high quality services throughout their stay.

• Promotes the hotel's offers and helps meet the department's quantitative targets through his/her sales efforts

Customer relations

• Contributes to guests' sense of wellbeing and loyalty, by establishing a warm and personalised relationship 

• 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

• Promotes the use of the automated check in/ check out kiosks to guests and provides assistance

• Collects and inputs information on guests, to improve future visits to the hotel

Professional techniques / Production

• Manages the flow of hotel customers, keeping waiting times to a minimum

• 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 management and cross-departmental responsibilities

Assures the interface between all hotel departments and service-providers if necessary.

• Helps train and develop other members in the team                                                                                        •Ensure that service standards are consistently exceeded                                                                                 •Applies a flexible approach and uses own initiative whilst working in a proactive manner                               •Ensure the smooth running of the shift whilst providing all members of the team with support and coaching

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

• 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

• Conducts visits of the hotel and points of sale. Gives feedback to the Sales department

Management and administration

• Respects procedures governing invoicing and cash operations

• Manages the cash under his/her responsibility

• Undertake administrative tasks

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)

Open-mindedness, excellent interpersonal skills and sense of initiative

• Guest orientated, service minded and attention to detail

• Sparkling personality with self-confidence
• Sales orientated
• Good level of general culture
• Excellent presentation
• Well organised
• Autonomous

• Team spirit

• Leadership skills

• Attractive salary + generous monthly service charge 
• 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: £33,887 per annum (£16.71 per hour) 

The successful candidate must already have eligibility to work in the UK