Guest Service Agent

Job Listing No: 9740000

Guest Service Agent

  Job Title:

                                                                                      

Guest Service Agent

Location:

 

Holiday Inn Belfast City, 40 Hope Street, Belfast, BT12 5EE

Department:

 

Reception/Restaurant

 

Responsible to:

 

General Manager, Assistant Manager, Guest Service Managers, Manager on Duty

Rate of Pay:

 

£7.40 per hour

Hours of Work:

 

40 hours per week

Qualifications and Experience

Essential:

  • Experience within a Guest Service Agent role to include Reception Experience
  • 5 GCSEs at grade C and above to include English & Maths or equivalent
  • Customer Service  and Communication Skills
  • Good knowledge of IT
  • Ability to work in a fast paced environment requiring flexible working and a genuine willingness to help guests and colleagues in the hotel

Desirable:

           

  • Experience within a Food & Beverage / Waiting Staff Role
  • Experience within the hospitality industry
  • Proven experience with Front Office Management systems

 

 

 

 

 

 

Personal Qualities:

  • Being passionate about people and service
  • Strong communication skills essential when interacting with guests and employees
  • Problem solving, motivating and training abilities
  • Good Team Player
  • Good Time Management Skills
  • Flexible re working Hours

Job purpose:

 

The Front Desk is often the first point of contact and the first impression for guests.  Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us.  To deliver a great guest experience – a Guest Service Agent will check in and out guests efficiently, and make sure they have all they need for a great stay.

Food & Beverage is what adds flavour to a stay!  To deliver a great guest experience you may require to work in Restaurant to serve food and beverages in a timely manner, helping guests to have memorable experience whenever and wherever they dine.

 

Main Duties and Responsibilities:

 

  • Welcome guests in a friendly, prompt and professional manner recognising IHG Rewards Club Members and also returning guests
  • Check guests in, issue room keys, provide information on hotel services and room location
  • Ensure required identification is taken from guests at check-in in line with local legislative requirements
  • Answer phones in a prompt and courteous manner
  • Up-sell rooms where possible to maximise hotel revenue
  • Answer, record and process all guest calls, messages, requests, questions or concerns
  • Record guest preferences in the system
  • Check guests out, including resolving any late or disputed charges
  • Accurately process all cash and credit card transactions using established procedures
  • Communicate any outstanding guest requests or issues to Management that may require additional monitoring or follow-up
  • Take action to solve guest problems/complaints using appropriate service recovery guidelines
  • Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the Supervisor or Manager on duty
  • May routinely book guest reservations for individuals and/or groups that are requested either by phone or from within the hotel, process cancellations, revisions, and information updates on changes
  • Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
  • Perform other duties as assigned including guest room tours, concierge services, special guest requests, etc.
  • Greet and welcome all guests and take beverage and food orders in a prompt and professional manner
  • Clear and clean tables in a prompt and efficient manner. Clean and/or wipe down tables, chairs, walls, windows, mirrors, and floors as necessary
  • May assist with any other Food and Beverage duties assigned by Manager / Supervisor

 

 

  Note:  The above is not intended to be an exhaustive list and you will be expected to comply with any reasonable requests or duties directed by Management

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