Location
London

Hours
Full Time - 4 days on, 4 days off, shifts between 8:00am and 8:00pm on a rolling rota

Salary
£34,597 per annum (£17.06 per hour)

About the Role
Join Pullman London St Pancras as a Guest Relations Executive/Duty Manager and become a key member of our professional Guest Relations and Welcome team. You will report directly to the Guest Relations Manager and be responsible for ensuring the smooth operation of the Welcome team and the hotel. Acting as the main contact for guests, based in the lobby, you will professionally and efficiently manage queries, requests, and complaints to ensure complete guest satisfaction throughout their stay, from check-in to check-out.

Your role includes ensuring compliance with company brand standards and audit controls, assisting in monitoring and coaching the Welcome team’s performance, and supporting their personal development. You will be responsible for the safety of all persons in the hotel, ensuring adherence to health and safety and food hygiene procedures, and professionally managing fire drills, evacuations, or security alerts.

Maintaining the hotel’s presentation, cleanliness, and maintenance standards will be essential. You will liaise with all departments as necessary, promote the Group loyalty programme (ALL) by tailoring the sales pitch to guests’ needs, and collaborate with the Guest Relations and Guest Experience Managers to deliver the target guest experience and achieve brand standards and key experience metrics.

We welcome you as you are and support your growth and learning every day, helping you explore limitless possibilities within Accor. Do what you love, care for the world, and dare to challenge the status quo!

Experience
Previous experience in a similar role is essential. Knowledge of Opera Cloud is required.

About you
Confident and able to work on your own initiative with excellent management, organisational, and administration skills. Strong communication skills and a proactive approach are necessary to ensure guest satisfaction and effective team leadership.

Qualifications
You must have the legal right to work in the UK.