Airlines Guest Relations Manager

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 project to help us during the evolution to become a modern, stylish and innovative 12-storey hotel. The hotel is about to undergo a very unique project resulting in a dual branding stylish and modern hotel with a combination of 3* and 4* product.

Our promise is caring 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.

MAIN RESPONSIBILITIES 

• This role is the core of the hotel service as it is all about guest’s satisfaction and customer services where all departments converge.

• Its priority is our customer and hotel reputation

• You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands-on role

• Manage airline crew’s journey from pre arrival to smooth check in, when in house till departure, and ensure a seamless, efficient, and elevated hospitality experience tailored to airline personnel.

• Find new ways to push our RPS (reputation performance score)

• Relay with Heads of Departments with complaints and issues

• Ensures the high standard of services provided for guests and the attainment in all areas of the hotel for both qualitative and quantitative targets

• Conveys the hotel’s image and atmosphere through his/her exemplary attitude, warm and friendly welcome, availability and frequent presence in the field

• Proactive and motivated attitude through the team

• This role is 70% guest relations face-to-face and 30% admin tasks

• Improves the department’s results by increasing sales and productivity in all areas of the hotel

• Liaise closely with other HOD’s in the team. For Example, Chef, Housekeeping and Maintenance

• Perform Shifts in the hotel when needed

• Be creative with amenities and “sparkles” – personalise memorable moments with our guests

• Make our regulars feel important and recognised  https://careers.accor.com/global/en/job/airlines-guest-relations-manager-in-mercure-london-earls-court-london-united-kingdom-jid-102376