AccorHotel
Hotel Welcomer (Doorperson / Luggage porter)
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Job Description
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"
Main Responsibilities
Customer Relations
- Present and visible in front of the hotel. He or she is easily identifiable by guests
- Contributes to guests' sense of wellbeing and loyalty, by establishing a warm and personalised relationship
- Manages the flow of taxi arrivals and departures in front of the hotel and flags black cabs if requested to do so
- Gives priority to guest relations
- 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
- Customer service must be of an exceptional standard and he/she must work with his/her team to ensure that these standards are maintained and that queries and verbal complaints are promptly reported to the head of department or his/her assistant
- To effectively communicate with the head of department on duty and fellow colleagues
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Professional Techniques / Production
- Welcomes and provides physical assistance to guests, Management and nominated persons in a warm and friendly manner
- Promotes the hotel, its facilities and the company
- Makes the guest's stay easier, providing appropriate information and solutions to meet his/her needs
- Informs guests about the formalities, any particular conditions relating to their stay and the services available in the hotel
- Passes on information as necessary to other departments (floor staff, technical etc) and to other members of the department
- Remains flexible at all times when responding to guests’ needs
- Is present in front of the hotel to ensure a professional and warm welcome is provided to all internal and external guests
- Takes pride in his/her appearance as well as the public area's and hotel's overall cleanliness and maintenance
- Responsible for ultimate guest satisfaction by granting all requests subject to the law and hotel regulation
- Takes the initiative to ensure guest areas are kept clean and tidy without prompting by the head of department
- To ensure the recording, safe storage and issuing of left luggage in accordance with agreed procedures
- To ensure the security and confidentiality of information relating to the hotel business and performance in accordance with agreed procedures
Team Management and Cross-Departmental Responsibilities
- Assures the interface between all hotel departments and service-providers if necessary
- Works closely with the fellow luggage porters so that a cohesive strategy is carried out across the department
- Applies a flexible approach and uses own initiative whilst working in a proactive manner
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Commercial / Sales
- Promotes the hotel's range of services in order to increase sales
Hygiene / Personal Safety / Environment
- Ensures that the workplace outside and inside the premises 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.
Job Details
- Job Category: Rooms
- Job Type: Permanent
- Job Schedule: Full-Time
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