Guest service team member

Responsibilities

• Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
• Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
• Maintain strict security procedures with credit card transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
• Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
• Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers according to Accor policy and transfer all calls to relevant departments responding to requests quickly and efficiently.
• Document accurately all internal and guest messages. Distribute according to specified Hotel procedure.
• Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.
• Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.
• Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
• Assisting the Food and Beverage department with the efficient control of breakfast, bar services and needs of guests through the restaurant facilities.
• Attend to other duties as requested by Management and Supervisors
• Hospitality experience.
• Familiar with Opera Cloud.
• Computer literate.
• Fantastic customer service skills.
• Bubbly personality full of ideas and initiative.
• Salary £12.95 per hour
• Company Events - Team appreciation lunch
• Discounted hotel nights plus 30% off Food and Beverages (subject to individual outlets)
• High street discounts, with your Heartist card
• Holiday:28 days including bank holidays (increasing yearly to up to 33 days)
• Team member referrals program
• Personnel development - In house training
• Free on-site parking
• Free meals on duty
• Monthly 'Duck' awards
• Free uniform
• Company Pension

Additional Information

Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information. Attend to all incoming calls in a professional and polite manner, constantly striving to provide Total Customer Satisfaction. Maintain strict security procedures to ensure guest confidentiality and safety

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