Guest Relations Executive/Duty Manager

PULLMAN; Greater London; On-site; GBP 31,000 - 38,000; Full time

Benefits offered by this job

Two complimentary Bonus Breaks

Company Pension Scheme

Employee benefit card with exclusive-

Free meal on your shift

Access to hotel gym

Up to 33 days of annual leave

Job summary

Accor's Pullman London St Pancras is seeking a Guest Relations Executive / Duty Manager to join the Welcome team on a full-time basis, with a 4 days on/4 days off rota from 8.00am to 8.00pm. You will be the main guest contact in the lobby, handling queries and requests, ensuring smooth hotel operation and adherence to brand standards while liaising with other departments as needed.

Previous experience in a similar role and Opera Cloud knowledge are essential.

Qualifications

• Previous experience in a similar role is essential.
• Opera Cloud knowledge is required.
• Excellent management, organisational and administration skills.

Responsibilities

• Ensure the team complies with brand standards and audit controls.
• Monitor and coach the Welcome team's performance and development.
• Be responsible for guest queries, requests and complaints and handle them professionally.
• Maintain safety and ensure health, safety and food hygiene procedures are followed.
• Promote the Group ALL loyalty programme and collaborate to achieve guest experience metrics.

Skills

Guest relations

Customer service

Management

Tools

Opera Cloud

Job description

\"Why work for Pullman London St Pancras?
We welcome you as you are! We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore limitless possibilities within the company.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality.
Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS"

Job Description

Guest Relations Executive / Duty Manager

We are now seeking to recruit a Guest Relations Executive/duty Manager to join our professional Guest Relations and Welcome team.This is full-time position whereby the shift pattern you will be working is 4 days on and 4 days off between 8.00am to 8.00pm on a rolling rota.

The Guest Relations Executive will report directly to the Guest Relations Managerand will be responsible for ensuring the smooth operation of the Welcome team as well as the hotel. You will be the main contact for guests in the hotel using the lobby as a base and be there to professionally and efficiently manage any queries, requests and complaints raised by the guests.

You will have excellent management, organisational and administration skills, you will ensure that both you and your colleagues provide an efficient and effective service to all guests.

Main Responsibilities include:

• Ensure that the team comply with company brand standards and audit controls
• Assist the Welcome Manager and Guest Relations Manager to monitor and coach the Welcome team’s performance and assist in their personal development
• To be responsible for the safety of all persons in the hotel and ensure that all health and safety and food hygiene procedures are adhered to
• To ensure that all fire drills, evacuations or security alerts are professionally managed in accordance with the health and safety procedures
• To ensure that the hotel is well presented at all times, with particular reference to the cleanliness, internal and external maintenance
• With your strong communication skills and pro-active approach, you will ensure that the guests are completely satisfied at every stage of their stay, from check-in to check-out and you will need to liaise with all departments where necessary
• You should be confident and be able to work on own initiative
• Promotes the Group loyalty programme, ALL, adapting the sales pitch to suit the guest's needs
• Works with the Guest Relations Manager to design and deliver the target guest experience along with collaborating with the Guest Experience Manager to ensure all brand standards and key experience metrics are achieved

Qualifications

Previous experience in similar role is essential and you will need to have Opera Cloud knowledge.

Additional Information

What’s in it for you?

• Two complimentary Bonus Breaks: Enjoy a free 1-2 day getaway at another Accor hotel in the UK every year!
• Company Pension Scheme to support your future
• Employee benefit card with exclusive discounts at Accor Hotels worldwide
• Free mealon your shift
• Access to our hotel gym
• Up to 33 days of annual leave
• Salary: £34,597 per annum (£17.06 per hour)

Please note: You must have the legal right to work in the UK