Team

We are a team of individuals, working to achieve a shared goal. Not to make every step of a guest’s journey unexpected, but to consider what ‘unexpected’ means for each guest.

Every guest’s stay is a personal one. We proactively tailor the experience to their needs, before delivering those unexpected moments at the times that count the most.

It’s the little things that leave big impressions.

Our Behaviours

Warm & Inclusive

Imagine welcoming a friend to your own home.

Happy and friendly. That’s how we want to make our guest feel; a warm welcome goes a long way.

Its our responsibility to make a guest feel comfortable and relaxed as quickly as possible.

We know the hotel, they may not, so they expect us to communicate calmly and with confidence.

We Always

Walk towards the guest to welcome them, or to offer assistance
Actively listen when our guests speak to us
Wait for a guest to finish talking before we respond
Ask questions to find out what’s important to our guests
Ask guests for more details, or to clarify when we don’t understand their request or question

We Never

Ignore a guest
Finish a task first before acknowledging the guest
Make the guest feel like we’re too busy for them

Guest-first

Treat each moment as though it were the first impression for every guest.

Our guests rely on us to be hospitable and actively listen when they speak to us. They should feel like your number one priority.

We Always

Actively listen when our guests speak to us
Wait for a guest to finish talking before we respond
Ask questions to find out what’s important to our guests
Ask guests for more details, or to clarify when we don’t understand their request or question

We Never

Act impatiently
Interrupt a guest
Assume that we know what the guest wants
Assume every guest wants the same experience

Inquisitive

Show a genuine interest in our guest, discover as much as you can about them.

Whether that’s by asking questions that show interest or noting down their preferences. It all helps us get to know them better and deliver a more personal stay.

Asking questions shows our interest, but keep in mind the difference between being personable and overfamiliar.

We Always

Actively listen and remember details that we can act on
Pay attention to a guest’s actions so we can offer help
Encourage guest feedback and use The Clermont C.H.A.R.M when necessary

We Never

Assume we know what the guest wants
Shy away from feedback or dismiss complaints

Responsible

How we make our guests feel is one part of a great hotel experience.

The other is making sure everything is always looking at its best. That includes you, the team and the hotel.

No matter what your role, we are all responsible for checking and cleaning all areas of the hotel as we go and reporting maintenance issues when they are found.

We Always

Pay attention to our surroundings
Act with urgency when there is disruption to a guest-facing area or facility
Report maintenance issues
Look our best, with a neat and professional appearance

We Never

Assume someone else will fix something
Compromise on our quality standards
Say “it’s not my job”

Knowledge

Knowledge is power.

As a team we are all equipped with information about our hotel and the local area so we can confidently assist our guests.

The small act of sharing our knowledge can make a big impact to a guest’s experience. Knowledge tells guests, and our fellow team members that we care.

Every Team Member

Every Team Member, no matter what department, should know the following as a minimum:

The different bedroom types and the hotel’s facilities
Accurate directions to any destination within the hotel
All hotel opening and closing times
Nearby car parking options and charges
The closest transport links (e.g. tube, train, airports)
The average range of room rates at your hotel
The meetings that are being held in the hotel that day, including which rooms they are in

Our Front of House Team

We are always ready to offer details and directions when discussing the local area with our guests.

We can offer advice and details about nearby car or bike hire
Information about or a number for a private taxi service
Popular local attractions and sights
The closest hospital and/or doctor on call
Directions to banks or foreign exchange agencies
Local cinemas and theatres
Local walks and cycle routes

Our F&B Team

Guests may be looking to try something new or find out about the key ingredients in a dish. We regularly sample dishes and drinks from the menu so we can give them personalised recommendations; to offer insight into a dish’s flavour profile or to give the guest accurate allergen information so they can make a more informed decision.

Handy Tips

Team members should be aware of the timings and costs of the above attractions and activities, so guests have all the information they require to make decisions as quickly and easily as possible.
When asked for a recommendation from a guest, we feel confident to be honest and share the parts of London that we love. Personal recommendations go a long way and build trust with a guest.

Appearance & Uniform

When we are working, we are one team, sharing the responsibility of representing our hotel – we are the faces of our brand. This means always taking pride in our appearance and caring for the presentation of our uniform.

A clean, pressed uniform is worn at all times (HODs have the option to wear the same brand uniform, or may wear a suit)
Team members should have clean & tidy hair, kept away from the face (F&B team members should wear hair tied back if longer than the nape of the neck, for hygiene reasons)
Makeup should be subtle and natural
Team members should be clean shaven or have neat facial hair (Food handlers with facial hair must wear a net, for hygiene reasons)
Nails must be clean and short. If polished, the colour must be neatly manicured and free of chips (Food handlers are not permitted to have nail polish or extensions, for hygiene reasons)
No facial or visibly offensive tattoos are allowed
All team members (inc. managers) wear name badges, showing their first name