Location
London

Hours
Full Time (hours not specified)

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

About the Role
Join Pullman London St Pancras and be part of a team that welcomes guests with care and attention, providing a personalised and proactive service. As a Welcomer, you will be the first point of contact, ensuring guests feel valued and supported from arrival to departure. You will anticipate guest needs, promote the hotel’s facilities, services, events, and loyalty programme, and handle guest feedback efficiently and professionally. Your role includes managing guest arrivals and departures in compliance with payment procedures, providing information about hotel formalities and services, and contributing to the department’s qualitative and quantitative targets. You will embody the Pullman brand philosophy through exemplary attitude, behaviour, uniform, and excellent communication skills.

Customer relations are key, as you will be present and visible at reception, establishing warm and personalised interactions, handling requests, objections, comments, and complaints promptly while guests are on site. You will collect and input guest information to enhance future visits.

Professional techniques include facilitating smooth arrival and departure processes, managing phone calls, updating guest documentation, handling reservations, and acting as a key information point for guests and hotel departments. You will liaise with other hotel departments and service providers, assist in training team members, and contribute to the smooth running of shifts while maintaining high service standards.

Commercially, you will promote the hotel’s services to increase sales, support pricing policies to boost revenue, upsell Deluxe rooms, and encourage loyalty programme participation. You will also advise guests on trips to other Accor hotels and foster inter-hotel cooperation.

Management duties include managing cash under your responsibility and undertaking administrative or switchboard tasks as needed. You will ensure the workplace is clean and tidy, comply with safety regulations, protect people and property, and support the hotel’s environmental commitments such as energy saving and waste sorting.

Additional Information
Enjoy benefits including two complimentary one or two night stays per year at other Accor properties across the UK, a contributory pension scheme, discounted rates at Accor hotels worldwide, free meals while on duty, free access to the hotel gym, confidential 24/7 employee assistance programme, and up to 33 days annual leave including public holidays.

Experience
Previous experience in customer service or hospitality is advantageous but not explicitly required. A proactive and guest-focused attitude is essential.

About you
Friendly and approachable with excellent communication skills. Able to anticipate guest needs and provide personalised service. Professional, organised, and able to work flexibly and proactively within a team environment. Comfortable handling guest feedback and resolving issues efficiently. Committed to upholding brand standards and promoting the hotel’s services.

Qualifications
Eligibility to work in the UK is required. No specific formal qualifications are stated, but a positive attitude and willingness to learn are essential.