Welcomer

Company 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

Main responsibilities

• Welcomes all guests as soon as they arrive with care and attention, with a personalised approach
• Is proactive, anticipates guests needs and looks for suitable solutions
• Conveys the hotel image and promotes company’s loyalty programme
• Assists as required with the solving of any guest feedback and is able to handle them in an

efficient and satisfying manner

• Has knowledge of the facilities and services, events offered by the hotel and the surrounding area and actively promotes them
• Carries out all operations concerning guests arrival and departure in compliance with payment procedure
• Informs guests about formalities, any special conditions relating to their stay and the services available
• Actively contributes to the qualitative and quantitative targets of the department
• Promotes the Pullman brand philosophy through his or her exemplary attitude, behaviour, uniform and excellent communication skills.

Customer relations

• Present and visible at the reception and contributes to guests' sense of wellbeing and loyalty, by establishing a warm and personalised interaction
• Gives priority to guest relations, while taking care to respect administrative procedures
• Anticipates guests' needs and takes them into consideration. Handles guests' requests for information and provides answers; puts them in contact with the appropriate people
• Handles any customer objections, comments or complaints; provides a response as soon as possible while the guest is still at the hotel
• Collects and inputs information on guests, to improve future visits to the hotel

Professional techniques / Production

• Makes the guest's stay easier, providing appropriate information and solutions to meet his/her needs
• Takes care of the arrival and departure processes for guests in compliance with internal procedures
• Informs guests about the formalities, any particular conditions relating to their stay and the services available in the hotel
• Handles phone calls
• Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the department
• Ensures that all guest documentation is up-to-date and available
• Handles reservations for all points of sale as needed
• Is the point of contact for information both destined for hotel customers and concerning them

Team responsibilities

• Assures the interface between all hotel departments and service-providers if necessary
• Helps train and develop other members in the team                                                                                  
• Contributes to the smooth running of the shift whilst ensuring that service standards are consistently exceeded                                                                                                                                           
• Applies a flexible approach and uses own initiative whilst working in a proactive manner                            
• Handles phone calls and emails in a professional and effective manner               

Commercial / Sales

• Promotes the hotel's range of services in order to increase sales
• Applies and actively supports the hotel's pricing policy in order to increase REVPAR                                
• Actively promotes and upsells Deluxe rooms to increase revenue
• Promotes the brand and/or Group loyalty programme, adapting the sales pitch to suit the guest's needs
• Encourages synergy within the marketplace by applying the inter-hotel coordination policy
• Advises guests on potential trips to other Accor hotels

Management and administration

• Manages the cash under his/her responsibility
• May be asked to undertake administrative tasks as needed                                                                                                    
• May be asked to undertake switchboard tasks as needed

Hygiene / Personal safety / Environment

• Ensures that the workplace remains clean and tidy
• Knows and applies the hotel's safety regulations (in case of fire etc)
• Ensures the safety of people and property
• Respects the hotel's commitments to the "Environment Charter" (saving energy, recycling, sorting waste etc)

Additional Information

• Bonus Breaks: Enjoy two complimentary one or two night stays per year at other Accor properties across the UK
• Pension Scheme: Secure your future with our contributory pension plan
• Employee Benefit Card: Take advantage of discounted rates at Accor Hotels worldwide
• Complimentary Meals: Free meals provided whilst on duty
• Wellness Perks: Free access to the hotel gym
• Employee Assistance Programme: Confidential support available 24/7
• Annual Leave: Up to 33 days of annual leave per year (including public holidays)

Salary: £15.55 per hour (£31,535 per annum) .

The successful candidate must already have eligibility to work in the UK.