Guest Service Agents Nights

Job Listing No: 9740000

Guest Service Agents Nights

 

Job Title:
Guest Service Agent Nights

Location:

Cordia Apartments, 355-367 Lisburn Road, Belfast, BT9 7EP

Department:

Reception

Responsible to:

General Manager

Rate of Pay:

£6.90 per hour

Hours of Work:

40 hours per week

Qualifications and Experience:
Essential:

  • Experience within a Guest Service Agent role
  • 5 GCSEs at grade C and above to include English & Maths or equivalent
  • Proven experience of hotel computerised front office systems
  • Customer Service skills
  • Excellent communication and listening skills
  • Ability to work in a fast paced environment requiring flexible working and a genuine willingness to help guests and colleagues

Desirable:

  • Experience within the hospitality industry
  • Experience of working  night shifts

 

Profile:

As a Guest Service Agent, you have the responsibility of working within the Service Apartments Reception and other areas as and when required. The reputation of the Service Apartments rests to a large extent on the ability to satisfy its customers. You are expected to be well presented and to treat the customers in a friendly and professional manner.

Main purpose:

Anticipate guest needs and deal with all guest enquiries in a pleasant, efficient manner, ensuring that the Front Desk operates in an efficient and organised manner.

 

Main duties:

  • Greeting all guests and establishing how to be of assistance to them;        
  • Checking guests in and out, taking cash, cheque or debit card payment on arrival along with a photocopy of guests photographic i.d. or a cash deposit;
  • Taking reservations and entering onto the BMS Property Management System in accordance with company policy in an efficient, courteous and professional manner and file all correspondence accordingly;
  • Preparing registration cards and back up for the next day’s arrivals;
  • Check and answer e- mails and faxes;
  • Monitoring Guest Ledger balances and alerting guests if method of payment is not valid;
  • For cash payers block off extra service in Winhms;
  • Operating the switch board and directing calls to the correct person, taking messages when 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;
  • Using a personal cash float for all cash transactions and maintaining this float at the correct amount;
  • Following set cash up procedures as defined by in house accounts department;
  • Taking part in shift briefing sessions as required;
  • Be familiar with sales and promotional activities and upsell at all opportunity;
  • Wear clean, suitable attire 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;
  • Upkeep of the equal opportunities policy to ensure that there is a neutral working environment;
  • Work in accordance with the Company’s standards and  procedures;
  • 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.

 

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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