Job description
Company Description

Department: Meetings and Events

Mercure & ibis London Earls Court and Barnaby’s Restaurant & Bar provide guests with a warm welcome and spacious and comfortable accommodations 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.

The perfect profile is someone who is passionate about creating real relationships with our customers and making them feel at home! Looking for the third Guest Relation Manager to join our proactive, dynamic and fun team.

Our promise is caring and impeccable service. We nurture a real passion for service and achievement beyond limits.

Our mission is to make the impossible possible to realise your dreams.

Job Description

MAIN RESPONSIBILITIES

Duties
• Handle enquiries for events via email or phone during the shift, communicate immediately, and provide a reply or confirmation within a reasonable timeframe
• Take every opportunity to increase hotel revenues by upselling food and beverage and rooms
• To create and carry out the preparation of the function sheets and any amendments to them. To ensure that these amendments are issued to the head of departments
• Manage and work within a variety of budgets and ensure events are always profitable
• Ensure a prompt input of reservations and data for all group enquiries & bookings
• Ensures a clear line of communication with other departments for special requests or other reservation-related matters
• Clear communication with all staff in relation to all group related topics
• Ensure Accor brand and company standards are implemented and updated
• Ensure security and safety procedures are updated and implemented
• Promotes positive working environment by developing positive team spirit
• Providing outstanding customer service

Customer Relations
• Provide efficient, friendly and professional service to all guests
• Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction
• Take initiative to ensure that interactions with our customers (internal or external) are positive and productive; call the Manager on Duty if difficulties arise
• Work together with trust so that colleagues and management meet the goals of the department/Hotel
• Treat customers and colleagues from all cultural groups with respect, sensitivity, and transparency
• Take every opportunity to be a “salesperson” by actively selling special promotions and facilities available 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.

Additional Information

WHAT IS IN FOR YOU
• 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