Guest Services Agent

 To ensure that the highest standards of hospitality and welcome are always demonstrated whilst complying with all relevant procedures for the Holiday Inn Express Brand. 

RESPONSIBILITES 

Guest Services 

• To follow all the Security, Health and Safety Regulations as laid down by Company Policy. To act in accordance with all the Company Fire instructions. 

• To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales. 

• To carry out all reservation duties following procedures as outlined in the Standards Training Manual. To be aware of the hotel availability and that every opportunity to maximise room sales is taken. 

• To ensure that all charges are correctly posted to the guests’ bills following the standard procedures. 

• To ensure that all messages received for guests are passed on accurately and as quickly as possible following procedures outlined in the standards Training Manual. 

• To carry out all Reception duties following procedures as outlined in the Standards Training Manual. 

• To ensure the correct levels of stationery are maintained in Reception. 

Night Shift 

• Ensuring that the procedure for registering walk - in and reserved accommodation is carried out. 

• Handle requests and complaints in an efficient and competent manner, resulting in guest satisfaction. Inform relevant parties of the outcome of the situation. 

• Ensuring security and fire patrols are carried out as required and recorded. 

• Ensure the efficient operation of the switchboard including the taking of messages. 

• Ensure all areas are kept clean, tidy and secure. 

• Ensure the hotel is evacuated and fire/bomb procedures are adhered to in the event of an alarm. 

• Ensuring that all cupboards, fridges and store rooms are locked in the lounge, boardroom, breakfast room and kitchen. 

• Ensure a smooth handover to front office team and duty manager. 

• Abide by relevant Health & Safety, Food Hygiene and Licensing legislation. 

Restaurant and Bar 

Housekeeping 

GENERAL 

• Familiarise yourself with the company vision and values which link to our model of desired behaviours that we expect all employees to display. 

• Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals. 

• Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries. 

Benefits

SKILLS, EDUCATION AND EXPERIENCE 

• Ability to plan, prioritise and remember information. 

• Previous reception experience desirable but not essential. 

• Good communication interpersonal skills, flexible and adaptable.