Front Office Team Member

Fairmont Hotels & Resorts; City Of London; On-site; GBP 10,000 - 40,000; Full time

Job summary

A prestigious hotel chain in London is seeking a Front Office Team Member to provide exceptional guest service from arrival to departure. Key responsibilities include check-in/check-out, resolving guest requests, and promoting hotel facilities. The ideal candidate will have a service-focused personality and excellent communication skills. This role offers opportunities for career development within a dynamic work environment.

Benefits

Employee benefit card for discounted rates

Free meal breaks on duty

Complimentary stays in the UK and North Ireland

Health Insurance

Pension Scheme

Cycle-to-work scheme

Learning programs through Academies

Qualifications

• Experience in customer service is an asset.
• Ability to handle guest complaints according to standards.
• Willingness to work flexible shifts as needed.

Responsibilities

• Greet, check in, check out, and respond to requests.
• Promote hotel facilities and engage in up-selling.
• Ensure communication of important information to the next shift.

Skills

Service focused personality

Fluency in English

Communication skills

Tools

Opera system

Job description

Company Description

Hourly rate: £14.00

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 modern, stylish and innovative 12-storey hotel. The hotel is a very unique building resulting in a dual branding stylish and modern hotel with a combination of 3* and 4* product.

Our promise icaring 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

First impressions are everything! As a Front Office Team Member, you will take care of the guests from the moment they arrive through to their departure by ensuring they have a memorable experience with us.

WHAT YOU WILL BE DOING:

• Greet, check in, check out, respond to requests, and settle accounts while providing exceptional service
• Take the initiative to add a personalized experience
• Dealing with payments (credit cards and cash)
• Communicate with guests by email and on the phone
• Willing to work morning or afternoon shifts according to the needs of the business
• Enrol our guests in Accor Loyalty Membership
• Proudly promote the hotel facilities, looking for opportunities to enhance a guest’s stay through up‑selling
• Take every opportunity to be a "salesperson" by active selling of special promotions and facilities available within the Hotel
• Service focused personality is essential; experience is an asset
• Dealing with guest complaints following Accor standards
• Great communication with all departments
• Making sure all important information is passed to the next shift and your colleagues
• Assure the task list has been done
• Being proactive in sorting‑out problems
• Working with Opera or related systems is a plus
• Fluency in English
• Taking care of guests luggage and portage services

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

• Employee benefit card offering discounted rates at Accor worldwide
• Free and delicious meal breaks on duty
• Complimentary stays in the 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
• 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