Senior Guest Relations 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.

Department: Front Office/Rooms

Reporting to: Rooms Division Manager

Salary: £33,155.20 + 8.33% Annual Bonus

• 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 through his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the field
• Proactive and motivated attitude through the team
• This role is 70% guest 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 welcoming 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
• Any other reasonable requests made by your Line Manager & above in the interests of the business.
• Ensure reviews revolving around Sustainability are tracked effectively and the information has been acted upon, part of our Green Key Accreditation
• A minimum of 5 room checks to be completed daily per Guest Relation Manager

Commercial / Sales

• Promotes special offers and a full range of products
• Improves the department’s results by increasing sales and productivity in all areas of the hotel
• Liaise with the F&B Manager & Line Manager to push items through Sparkle Packages, with a fair split between revenue streams
• 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

• Complete and issue the Guest Relations Team rota based on the needs of the company
• Conduct Monthly & Quarterly team meetings, detailing upcoming targets and departmental changes
• Conducting interviews and trial shifts for the Guest Relation Manager team, and team member positions when needed
• Completing the owners BRM slide for the prior month, by the first week of the month.
• Complete absence forms for the Guest Relations team after periods of absence away from the workplace
• Attend or Schedule the team to attend BEO meetings, and ensure all information regarding VIP arrivals for these events are circulated
• Issue and continually update the RPS trackers to ensure adequate knowledge for all departments of the RPS aims and ambitions
• Utilise the Rooms Budget Tracker, and work closely with the other Rooms Division HODs to ensure all expenses are in line with the monthly forecast
• Build relationships with outside suppliers to ensure easier negotiation of products & partnerships (EG: VMG, Sarunds, Virgin)
• Ensure the Guest Relation Team is up to date with training requested by the Talent & Culture team
• 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 ensure that information circulates smoothly between them – e.g. Reception, Maintenance, HK and Kitchen
• Cover DM shifts and support all 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.

• 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

Candidates must have the right to work in the UK