Front Office Team Member

MERCURE; Greater London; On-site; GBP 24,000 - 28,000; Full time

Job summary

A major hotel chain located in Greater London is seeking a Front Office Team Member who will ensure guests receive exceptional service from check-in to check-out. The role requires excellent communication skills, a proactive service-oriented approach, and the ability to handle payments and guest inquiries. Staff will benefit from discounted rates worldwide, free meals during shifts, and opportunities for career growth within the company. This is a unique chance to join the hospitality industry and make a difference for guests.

Benefits

Employee benefit card with discounts

Free meals on duty

Complimentary stays in the UK

Friends & Family discounts

50% food discounts

Pension Scheme

Health Insurance

Eye Test Vouchers

Cycle-to-work scheme

Staff Uniforms Provided

Learning programs

Corporate Social Responsibility activities

Qualifications

• Exceptional service skills to ensure a memorable guest experience.
• Ability to handle guest complaints professionally.
• Proactive problem-solving approach.

Responsibilities

• Greet and check in guests, responding to their requests.
• Promote hotel facilities by up-selling services.
• Ensure smooth communication with other departments.

Skills

Service focused personality

Great communication

Fluency in English

Sales skills

Tools

Opera or related systems

Job description

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