Negotiable
OverviewThe Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing and group hotel comprising 508 keys across two brands within Accor, Ibis and Mercure. The London Suite is the main ballroom for all types of events and is divisible into nine meeting rooms. The FandB outlets include Barnaby’s, with options for private or semi-private use for groups and events.
Our promise is caring and impeccable service. Our mission is to make the impossible possible to realize your dreams.
Job DescriptionCustomer Relations
Be the first point of call, leading and managing a team of 2 Guest Experience Managers by envisioning and ensuring a smooth structure and targets
Be the first contact for special occasion packages (e.g., rose petals, chocolates, champagne, balloons) for guests
Maintain guest focus across departments (front office, FandB, bedrooms and events) and develop excellent relations
Maintain regular contact with hotel guests to collect feedback and ideas
Be the first contact for high level members (e.g., Diamond and Limitless) to ensure a faultless stay
Analyze guest comments and share insights with the team
Handle guest concerns/expectations, respond promptly, and coordinate with relevant areas to create memorable moments through personalization and creativity
Address complaints via email, phone or in person professionally and proactively
Promote the brand’s service culture and ensure guests receive services that support brand standards
Ensure telephone calls are answered courteously and efficiently
Take responsibility for guest experiences that have been negatively impacted and turn them into memorable moments
Conduct 5–10 room checks daily among Guest Relations Managers to maintain high standards
Support large-scale events and celebrations (e.g., Halloween, Kings Coronation, International Women’s Day, Easter, National Housekeeping Week) for guests
Commercial / Sales
Promote special offers and full range products
Use PowerPoint/Canva to create engaging guest notices and drive upsell activity
Improve department results by increasing sales and productivity across the hotel
Identify ways to maintain high guest satisfaction while minimizing refunds
Maintain active and engaging hotel social media presence (Instagram, Facebook, etc.)
Demonstrate anticipative and caring service during shifts
Align with hotel objectives and targets, including RPS, Budget, Employee wellbeing and Sustainability
Management and Administration
Lead day-to-day operation of the Guest Relations department to ensure friendly and engaging service
Liaise with Heads of Departments to pass on feedback and improve guest satisfaction across the hotel
Implement budgeting and cost control to optimise reach on a cost-saving budget
Attend Rooms Division Meetings or ensure attendance if unavailable
Oversee rota planning aligned with business needs
Monitor stock inventories to prevent shortages
Maintain cross-department communication and ensure information circulates smoothly
Cover Duty Manager shifts and support all departments as needed
Keep staff informed daily about priorities to personalise service
Follow all departmental policies, procedures and standards
Handle guest requests and reservations effectively and responsibly
Demonstrate commitment to service excellence
Perks
Private Health Care
Employee benefit card with discounts at Accor worldwide
Free meal breaks on duty
Complimentary stays in UK and Northern Ireland
Friends and Family discounts
50% discount in our restaurants
Pension Scheme
Eye Test Vouchers
Staff Uniforms Provided
Learning programs through Accor Academies
Opportunity to develop talent and grow within the property and across the world
Opportunity to contribute to CSR activities (Planet 21)
Candidates must have the right to work in the UK.
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.
Seniority level
Mid-Senior level
Employment type
Full-time
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Negotiable