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POSITION TITLE:  ME London Runner

DEPARTMENTS:  Guest Services and Housekeeping

REPORTS TO: HOD’s / MOD

 


 

Position Summary:

This position is a combination of roles between Concierge Runner, Doorman and Housekeeping Runner. It refers to a flexible position that covers various roles and key responsibilities during the daily operation. A 5-star luxurious attitude must always apply while carrying out the various duties.

 

Key responsibilities for Concierge Runner

  • To understand the mission of our brand and the company, living and breathing our culture and act as ambassador of the Aura of ME. Expresses enthusiasm, energy and positive vibes within the organisation and always act according to company ethics and values.
  • To follow the ME Hotel grooming policy and present a professional and well-groomed appearance at all times.
  • To comply with all Security, HR and Health & Safety policies.
  • To have the ability to work under supervision, be polite and helpful to both colleagues and guests, receptive to feedback, have good communication skills, be friendly, enthusiastic and willing to learn.
  • To deliver a 5-star luxury guest service to either guests or colleagues.
  • To master a high level of product knowledge and area knowledge (London related).
  • To personalize each interaction with a guests by using their names and yours.
  • To follow all SOPs and guidance provided by the supervisors and managers on duty.
  • To have the ability to understand and exceed all Guest expectations, requests and needs by delivering a fast, polite and accurate luxury service.
  • To be able to act as doorman when required, ensuring a smart presence.
  • To handle all guests complaints that are brought to your attention with a professionally, personalised, and empathetically attitude.  Always listen, empathise, apologise, overcome the problem and report the issue to a supervisor or manager on duty.
  • To have an eye for details, be quality oriented, have the ability to maintain high standards, be receptive to training and coaching, be well organized and with the ability to handle more than one task at a time.
  • To continuously improve your personal knowledge and skills, and be actively involved with everything that happens in the hotel and the city.
  • To support in covering night shifts if required according to the hotel needs.
  • To assist with shoe polishing to guests when requested and deliveries, including food orders, newspapers and mailing.
  • To assist with hotel related operations needed outside the property such as purchasing, visit the post office, etc.
  • To be able to assist with the valet parking by following the hotel procedure and policies in place. A valid driving license will be required.

 

 

Key responsibilities for Housekeeping Runner

  • Ensure cleanliness, availability and good working conditions of the equipment and supplies
  • Deliver clean linen and assist with stock.
  • Strip and collect linen from departure rooms.
  • Assist with the delivery of guest laundry and dry cleaning.
  • Assist with the transportation of furniture and stock around the hotel (every hotel floor applies, from B3 level storages to level 10 storages).
  • Assist housekeeping with the cleaning of the rooms.
  • Assist with the rotation of soft furnishings and bedrooms stock, e.g, curtains, mattress turning
  • Carry out carpet and upholstery shampooing when required, clean balconies, furniture and windows and general cleaning tasks including corridors.
  • Make up beds, extra beds and baby cots when required and ensure that all the Housekeeping cupboards and storages are kept, clean, tidy and well stocked.
  • Deliver all lost and found guests properties immediately to the housekeeping office.
  • Assist with the training of new starters if required and attend all different trainings required.
  • Report any accidents, to guests and staff or any potential hazard, along with problems or issues you might see around the hotel.


 

Further key responsibilities due to Covid-19:

 

  • Comply with the hotel and MHI brand regulations in regards to the “Stay safe with Melia” programme and build trust among our guests and colleagues. Act as a health & safety ambassador.
  • Ensure that you are fully up-to-date with all required trainings, departmental SOPs and latest Health & Safety guidelines.
  • Comply and encourage the UK Government, MHI and hotel’s new “Health & Safety” regulations on social distancing and the use of the protective equipment (PPE) while on duty and interacting with our guests and colleagues and suppliers
  • Monitor front and back of house areas and continuously support each other with social distancing measures in all areas.
  • Assist in sanitizing all high touch points, surfaces and equipment, especially for departments that share workplaces.
  • Use your personal stationary and/or equipment at all times in order to mitigate the risk of cross contamination as much as possible.
  • Be extremely conscious with all daily operational procedures and guest room changes.
  • Commit with the duty of care towards yourself and towards the others. Communicate with (line) management, if you are unwell or feel unsafe is crucial to safeguard guests, colleagues and hotel operation (please refer to the Covid-19 prevention policy provided)

 

 

 

 

 

 

 

 

 

 

 

 

Team Member Qualities

 

  • Responsible
  • Innovative and creative
  • Problem solver
  • Willing to learn and receive feedback
  • Attentive
  • Consistent, composed and controlled
  • Daring
  • Have great communication skills
  • Present a smart, clean & tidy appearance
  • Have a full flexible attitude towards the job roles
  • Have very good English level
  • Trustworthy
  • Enthusiastic
  • Passionate and positive
  • Being able to work under pressure
  • Influential
  • Trendsetter
  • Knowledgeable
  • Being able to build relationships
  • 5-star guest service focus

 

 

 

 

 

Requirements of the position

  • Be able to adapt their working schedule according to the demands of the hotel
  • Be able to physically move around the hotel constantly while carrying weights
  • Follow the various key responsibilities points
  • Be extremely flexible, assist the various departments and accept possible changes
  • Be able to deliver a 5-star luxury customer service at all times
  • Mother tongue or 100% fluent in English. Other languages are highly valued