Guest Service Agent – Nights

Job Listing No: 9740000

Guest Service Agent – Nights

GUEST SERVICE AGENT – NIGHTS

 

Location:

 

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

 

Department:

 

Reception/Restaurant

 

Responsible to:

 

Front of House Manager, Assistant Manager, Duty Manager, General Manager

Rate of Pay:

 

£7.40 per hour

Hours of Work:

 

As per the needs of the business

Qualifications and Experience

Essential:

 

  • Experience within a Guest Service Agent role to include Reception and/or Food & Beverage Experience
  • 5 GCSEs at grade C and above to include English & Maths or equivalent
  • Customer Service skills
  • High level of IT proficiency
  • 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
  • Proven experience with Front Office Management systems
  • Experience within a Night Guest Service Agent role

                                   

Profile:

 

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

 

Main purpose:

 

As a Night 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 duties:

 

When Working at the Front Desk

 

  • Welcome the guest with full attention and a warm smile and greeting all guests and establishing how to be of assistance
  • Checking guests in and out
  • Enquire if guest would like assistance with luggage
  • Hand guest key/key card and indicate room number in discreet fashion and indicate location of lifts and restaurant
  • 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
  • Ensure guest property left behind is passed to the Housekeeping department for lost property.
  • Carry out company’s customer relation policy and communicate hotel services to guests.
  • Wear clean, suitable uniform and name badge at all times.
  • Ensure a high standard of personal hygiene and grooming.
  • Actively participate in any training and personnel exercises designed to improve standards and performance levels.
  • Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times seeking advice and guidance from Line Manager/Duty Manager as and when requried
  • Upkeep of the equal opportunities policy to ensure that there is a neutral working environment.
  • Work in accordance with standard procedures within each department.
  • Keep staff/work areas tidy, safe and report any hazard, accident, loss or damage to management and observe all requirements under the health & safety at work legislation.

When serving within 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 Days Hotel 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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