Senior Guest Relations Manager

Job description

Company Description

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

Job Description

·  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.

 

Additional Information

·  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