Guest Service Agent

Job Listing No: 9740000

Guest Service Agent

Job Title: Guest Service Agent

Location:

Ibis Hotel, Queens Quarter, 75 University Street, Belfast, BT7 1HL

Department:

 

Reception/Restaurant

Responsible to:

 

Guest Service Managers, Assistant Manager, General Manager

Rate of Pay:

 

£7.70 per hour

Hours of Work:

 

As rostered to meet the needs of the business

Qualifications and Experience Essential:

  • Experience within a Guest Service Agent role
  • 5 GCSEs at grade C and above to include English & Maths or equivalent
  • High level of IT proficiency
  • Customer Service Skills
  • 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 the hospitality industry

Profile:

As a Guest Service Agent, you have the joint responsibilities of working within the Hotel Reception and Restaurant Areas.  The reputation of the Hotel rests to a large extent on the ability of you to satisfy its customers.  You are expected to be well presented and to treat the customers in a friendly and professional manner

 

Main purpose:

To assist guests in all functions which take place in the Front of House area as detailed above

Main duties:

When Working at the Front Desk

  • Greeting all guests and establishing how to be of assistance
  • Checking guests in and out
  • Taking reservations through a manual reservation form and entering these into the Brilliant reservation system
  • Preparing registration cards and back up for the next day’s arrivals
  • Using a personal cash float and maintaining float at correct amount
  • Check and answer emails
  • Monitor Guest Ledger balances and alerting guests if method of payment is not valid
  • Taking cash, cheque or debit card payment on arrival along with a photocopy of guest’s photographic id, or a cash deposit
  • For cash payers, block off extra service in Brilliant, ie, pay TV, Telephone, Restaurant
  • Operating switchboard and directing calls to the correct person, taking messages where required, and ensuring these reach the intended recipient
  • Providing business services to guests such as sending faxes and photocopying
  • Complete the cash-up at the end of the shift

When Serving in the Restaurant or Bar

  • Using a personal cash float for all cash transactions, maintaining this float at the correct amount
  • Following set cash-up procedures as defined by in-house Accounts department
  • Serving food and drinks to guests (in Bar & Restaurant)
  • Ensuring all utensils used are always clean and free from chips and cracks
  • Have a knowledge of all food and beverages available
  • Clearing and re-setting Restaurant
  • Setting up breakfast buffet to Ibis Queen’s Quarter standard
  • Taking part in shift briefing sessions

Responsible for

  • Following cash-up procedures as detailed in training
  • Maintaining individual float at correct amount

      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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