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Welcomer (concierge)

Company: Pullman Liverpool    Location: Liverpool L3

Title: Welcomer

Department : Front Office

Contract : Full Time, Permanent

Location : Pullman Liverpool (Kings Dock, L3)

Tier: Team Member

Salary : £16,007.68


The 4-star Pullman Liverpool Hotel is located at Kings Dock on Liverpool´s world famous waterfront. Boasting an incredible location in the heart of the city this hotel truly is a Jewel in the Accor brand portfolio. Pullman is a stylish and in tune luxury brand with a focus on inspiring a new generation of business travellers and business leaders. Hyper-connected and sophisticated explorers, every day they invent new ways of doing business worldwide. The world is their playground and every moment is an opportunity. Their life is a mix of business and pleasure, a balance of efficiency and personal well-being.

As a Welcomer your main objective is to deliver a guest experience that is unique and brings the brand to life. At Pullman Liverpool we want our guests to do their best, achieve their goals and be recognised for their success. To help them we need you to recognise the guest and help them feel valued and important.

Main responsibilities

Support the hotels front of house function by taking care of guest from their arrival through to their departure. The successful candidate will have a strong work ethic, be driven, dedicated and passionate about high levels of customer service.

Customer Care

  • Promote the Pullman brand philosophy through their exemplary attitude, behaviour and excellent communication skills
  • Responsible for the Pullman promise of proximity and sociability
  • Welcome all arriving vehicles with positive body language and a warm smile, open and close doors on arriving vehicle and provide assistance to guests
  • Offer guests luggage assistance, immediately upon arrival and during departure
  • Guests entering the lobby are acknowledged and welcomed immediately
  • Accompany guests to rooms to explain all the unique Pullman features in a compressive and positive manner
  • Anticipate guest needs and provide updates and information for guests and visitors, putting them in contact with the appropriate people
  • Be an expert on the City of Liverpool
  • Recommend the hotel´s range of services on offer in an effort to upsell for the property
  • Contributes to guests´ sense of wellbeing, establishing a lasting and trusting relationship
  • Contribute to guest satisfaction and guest relations, taking care to respect admin. procedures
  • Thanks to their special relationship with guests, provide comprehensive personal information to customers to aid their return visit
  • Handle any customer objections, comments or complaints; providing a response and solution as soon as possible while the guest is still at the hotel
  • Assist with the booking of guest transport, and supports guests to vehicles
  • Offer regular support to the reception team, assisting with guest check in and check out
  • Ensure that all soft benefits are offered to each Le Club member accordingly and targets are met

Professional Techniques/Production

  • Manage the flow of hotel customers, keeping waiting times to a minimum
  • Ensure that all the information available in the lobby is well presented and up-to-date
  • Make the guests stay easier, providing appropriate information and solutions to meet their needs
  • Take care of the arrival/departure processes in compliance with Welcome Project procedures
  • Inform guests about the formalities and any particular conditions relating to their stay and the services available in the hotel
  • Ensure all service and quality standards are upheld
  • Handle phone calls efficiently and pass on information to other departments (floor, technical etc)
  • Be the point of contact for information, for hotel customers and also concerning them

Hygiene/Personal Safety/Environment & General Duties

  • Ensure that the workplace remains clean and tidy
  • Respect our commitment to the "Environmental Charter" (saving energy/recycling/sorting waste)
  • Ensure the safety of people and property
  • Ensure compliance with local laws and safety regulations
  • Know and apply the hotels safety regulations (in case of fire etc)
  • To assist other departments where necessary
  • To be committed to ongoing professional development
  • To complete any reasonable task as required by the Reception Manager/Reception Shift Leaders

Person Specification

To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

  • At least two years customer service experience, preferably in a Luxury Hotel environment
  • Positive and welcoming attitude
  • Excellent communication skills
  • Excellent interpersonal skills
  • Committed to and passion for delivering high levels of customer service
  • Excellent grooming standards
  • Flexibility to respond to a range of different work situations
  • Ability to work on your own and as part of a team
  • Physically fit and able to assist guests with luggage
  • Must speak fluent English

It would be advantageous in this position for you to demonstrate the following capabilities distinctions:

  • Experience in a similar role
  • Fluent in a second language

In return, Pullman Liverpool will give you a competitive salary and opportunities to learn new skills and grow your career. On top of this, youll join a team of positive professionals who are full of energy, so you will feel motivated to come to work every day. If this sounds like the perfect move for you, apply now!

Job Type: Full-time

Required experience:

  • Customer Service: 2 years