Welcomer

About Pullman London St Pancras

Join Pullman London St Pancras where individuality is celebrated, and continuous growth and learning are encouraged. Here, work is meaningful, empowering you to explore endless opportunities within the Accor group. Together, we craft the future of hospitality with passion, care, and a pioneering spirit. Embrace what you love, care deeply for the environment, and challenge norms with the hashtag #BELIMITLESS.

Key Responsibilities

• Warmly greet all guests upon arrival, providing attentive and personalized service.
• Proactively identify guest needs and offer effective solutions.
• Represent the hotel’s image and actively promote the company’s loyalty program.
• Address guest feedback promptly and efficiently to ensure satisfaction.
• Maintain thorough knowledge of hotel amenities, events, and local attractions, promoting these offerings enthusiastically.
• Manage guest check-in and check-out processes adhering to payment procedures.
• Inform guests about stay-related formalities, special conditions, and available services.
• Support department goals by contributing to both qualitative and quantitative targets.
• Exemplify Pullman’s brand philosophy through professional behavior, appearance, and communication skills.

Guest Relations

• Be visible and present at the reception, fostering warmth and personalized interactions to enhance guest loyalty.
• Prioritize guest relations while respecting all administrative protocols.
• Anticipate and consider guest requirements, addressing their inquiries and connecting them with relevant personnel.
• Manage guest complaints and feedback swiftly while the guest remains on-site.
• Gather and record guest information to improve future visits.

Professional Operations

• Facilitate a smooth guest experience by supplying appropriate information and practical solutions.
• Oversee arrival and departure procedures in compliance with internal guidelines.
• Handle telephone communications effectively.
• Relay information to other hotel departments and team members as required.
• Ensure guest documentation is current and readily accessible.
• Process reservations across all sales points as necessary.
• Serve as the point of contact for guest-related information.

Team Collaboration

• Coordinate communication among hotel departments and service providers when needed.
• Assist in training and development of team members.
• Contribute to smooth shift operations by consistently exceeding service standards.
• Adopt a flexible, proactive work style and use initiative.
• Manage calls and emails professionally and effectively.

Commercial & Sales

• Promote the hotel's services to enhance sales.
• Support and implement the hotel's pricing strategy to boost revenue per available room (REVPAR).
• Encourage upselling of Deluxe rooms to increase income.
• Advocate the brand and group loyalty programs, tailoring communication to guest needs.
• Foster cooperative relationships within the marketplace following inter-hotel coordination policies.
• Recommend stays at other Accor hotels for potential guests.

Administrative Duties

• Manage cash responsibly.
• Perform administrative tasks as assigned.
• Handle switchboard duties if required.

Health, Safety & Environment

• Maintain a clean and orderly workspace.
• Understand and adhere to hotel safety protocols, including fire safety.
• Ensure the safety of guests and property.
• Support the hotel’s environmental commitments such as energy conservation and waste sorting.

Additional Benefits

• Enjoy two complimentary one- or two-night stays annually at other Accor properties in the UK.
• Participate in a contributory pension scheme for financial security.
• Benefit from discounted rates globally with an employee benefit card.
• Receive free meals during duty hours.
• Access the hotel gym at no cost for wellness.
• Obtain confidential support services 24/7 through the Employee Assistance Programme.
• Receive up to 33 days of annual leave per year, inclusive of public holidays.

Employment Details

The position offers a pay rate of £15.55 per hour, equating to an annual salary of approximately £31,535. Candidates must have the legal right to work in the United Kingdom.