Guest Relations Manager

**Company Description** **Company Overview** 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. **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** **MAIN RESPONSIBILITIES** * 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 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 **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 * 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** * 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 **Perks 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