Company Description
Department: Night Team
Contract type: Fixed Temporary Contract
Hourly Salary: £14.00
The Mercure London Earls Court hotel is a newly renovated property in Southwest London. The property is a large conferencing & group hotel comprising a total of 508 keys, across two distinct brands within Accor, Ibis & Mercure. As the property is a combo there are 226 Ibis rooms & 282 Mercure rooms. The London Suite is the main ballroom for all types of events. The London Suite is extremely versatile and plays a pivotal role in the property’s overall performance. The London Suite is divisible into nine separate meeting rooms, which when combined can be one of the largest pillar free spaces in London for events up to 1200 guests. The F & B outlets in the property have been created by PARIS SOCIETY. The F & B space named Barnaby’s, is perfect for social events and either the Barnaby’s Kitchen or Barnaby’s Lounge Bar can be semi or completely privatised for groups, events or additional catering / meeting space for larger residential bookings/ functions.
Job Description

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 active selling of special promotions and facilities available within the Hotel.
• Implement the Accor values and Accor customer vision to ‘Offer the Best Service to Our Customers’.
  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.
  Candidates must have the right to work in the UK
  Additional Information

• To ensure all guests are attended to promptly and efficiently in the most professional way and without delay.
• Ensure an accurate cashiering balance is performed at the completion of shifts.
• Ensure security procedures are maintained according to policy.
• Report any safety hazards in the area.
• All complaints to be handled promptly and efficiently.
• Attend and participate in training sessions provided.
• Ensure the correct welcome is given to all callers.
• Ensure the correct welcome is given to all guests.
• Complete all audit tasks as specified by the Night Auditors checklist.
• To answer, as promptly as possible, all incoming calls.
• Ensure reports are distributed.
• Ensure all cash and credit is handled with related paperwork.
• To assist every staff member with his/her inquiry and to seek assistance if the answer is not known.
• Process wake-up calls.
• Ensure necessary handover of information is passed on to the oncoming shift.
• Ensure any failures or inconsistencies noticed during shift are reported to the Night Manager.
• Perform any other duties within the employee’s range of competence as required by management.
• Ensure the safety and security of the property and the smooth and efficient running of the Hotel’s overnight operation.