Company Description
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.
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.
Job Description
POSITION OVERVIEW Ensures the high standard of services for guests and the attainment of the department's qualitative targetsConveys the hotel's image and atmosphere through exemplary attitude, warm and friendly welcome, availability, and frequent presence in the fieldResponsible for managing the first impressions of our guests and delivering high standards of servicesManages and motivates the teams in order to improve sales and qualityThe right candidate will lead and bring life to Accor projects and identity features in the departmentDraws up the annual budget for the department and follows up on implementationCarry out Duty Management shifts according to business needsEnsures compliance with Accor sustainability policy and Green Key criteria and standardsMAIN RESPONSIBILITIES Customer Relations
Develops close relationships with guests throughout their stay with the aim of gaining their loyaltyIs often present in the lobby and at reception to meet guests on a daily basisEnsures that guests receive a warm and personal welcomeOrganises the receptionists and welcoming staff for optimal effectivenessKnows the behaviour patterns of regular guests and issues instructions to the different teams within the departmentHandles guest complaints if they have not been dealt with by team membersManages the front office and housekeeping teams fostering a culture of growth, development and performance within the departmentResponsible for the departmental budget, ensuring that costs and inventory are controlled, that productivity and performance levels are attainedProfessional Techniques / Production
Guarantees the high standard of room servicesEnsures that the hotel is always maintained in immaculate condition, including a specific time schedule for weekly guest room inspections and public area inspectionsMaintains constant contact with other departments to ensure smooth information circulationResponsible for consistency and coherence between different teamsEnsures that all brand reference guidelines are correctly applied at all timesPromotes the use of teams of receptionists, ensuring people are well suited to their jobs and that their roles are properly understoodEnsures that guests are followed up and offered appropriate services of a high standardInitiates new projects, coordinating implementation and follow-upExcellent attention to detail and accuracyExcellent written/verbal communication and the ability to communicate across all levels of an organisationTalent & Culture Responsibilities
Openly communicates with staff ensuring regular briefings occur and all relevant information is passed onCreates a team that works together with trust and takes responsibility to meet the goals of the department and HotelImplements Accor training initiatives with particular emphasis on coordinated and structured on-job training aligned with service standards and proceduresResponsible for the recruitment, selection and training of all department heads within the Rooms Division and overseeing the continuous development of all managers within the Rooms Division departmentAchieves effective communication by briefing and debriefing staff, holding regular departmental meetings and actively encouraging transparent communication with other departments within the HotelCommercial / Sales
Optimises the hotel's occupancy rates and develops associated servicesEnsures that all sales made comply with the sales policy as defined by the brand and the hotelPlays an active role in the marketplace policyKeeps track of the standard of services delivered, based on guest commentsKeeps close track of what the competition is doingIs actively involved in the local area to keep up-to-date with the needs 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 dutyComplimentary stays in UK and North IrelandFriends & Family discounts50% food discounts in our restaurantsPension SchemeHealth InsuranceEye Test VouchersCycle to work SchemeStaff Uniforms ProvidedLearning programs through our AcademiesWonderful and fun colleaguesOpportunity 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 21Candidates must have the right to work in the UK
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