Guest Service Agent

Job Listing No: 9740000

Guest Service Agent


Job Title:
Guest Service Agent


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



Responsible to:

Guest Service Managers, Assistant Manager, General Manager

Rate of Pay:

National Minimum Wage (16-17 £3.87 18-20 £5.30 & 21+ £6.70 per hour)

Hours of Work:

Zero Hours (as rostered to meet the needs of the business)

Qualifications and Experience:

  • Experience within a Guest Service Agent role
  • 5 GCSEs at grade C and above to include English & Maths or equivalent
  • Word Processing RSA/OCR Stage 2 or equivalent qualification
  • 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


  • Experience within the hospitality industry


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
  • Pre-registering Priority Club Guests and providing a Priority check in
  • Offering Priority Club membership to all non member guests
  • Taking reservations through a manual reservation form and entering these into the Brilliant reservation system
  • Preparing registration cards and back up for the next days arrivals
  • Checking all reservations made via Holidex are in Brilliant (central reservations system and in house computer system respectively)
  • Using a personal cash float and maintaining float at correct amount.
  • Check and answer e- mails.
  • Monitoring 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 guests photographic i.d. or a cash deposit
  • For cash payers block off extra service in Brilliant, ie pay TV, telephone, restaurant
  • Operating the Phillip Supervisor switch board 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 & conference rooms)
  • Ensuring all utensils used are always clean and free from chips and cracks.
  • To have a knowledge of all food and beverages available.
  • Clearing and resetting restaurant
  • Clearing and refreshing conference rooms
  • Setting up breakfast buffet to Holiday Inn Express standard
  • Taking part in shift briefing sessions
  • Responsible for:
  • Following cash up procedures as detailed in training
  • Maintaining individual float at correct amount


*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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