JOB TITLE: Guest Service supervisor Nights
DEPARTMENTS: All
RESPONSIBLE TO: Front of House Manager
RESPONSIBLE FOR: N/A
DIRECT REPORTS: N/A
LIAISE WITH: All departments and the General Manager.
JOB PURPOSE
The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they've made the right choice to stay with us. To deliver a great guest experience – a Guest Service Assistant will check in and out guests efficiently, and make sure they have all they need for a great stay.
DUTIES AND RESPONSIBILITIES:
Ø Welcome guests in a friendly, prompt and professional manner recognising Marriott Bonvoy Members and also returning guests
Ø Check guests in, issue room keys, provide information on hotel services and room location
Ø Ensure required identification is taken from guests at check-in in line with local legislative requirements
Ø Answer phones in a prompt and courteous manner
Ø Up-sell rooms where possible to maximise hotel revenue
Ø Answer, record and process all guest calls, messages, requests, questions or concerns
Ø Record guest preferences in the system
Ø Check guests out, including resolving any late or disputed charges
Ø Accurately process all cash and credit card transactions using established procedures
Ø Issue, control and release guest deposits in line with hotel procedures
Ø Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow-up
Ø Take action to solve guest problems/complaints using appropriate service recovery guidelines
Ø Take reservations using the hotel reservation system, ensuring maximum occupancy and rates are obtained
Ø Responsible for manning the Front Desk
Ø Responsible for cash handling including float and banking
Ø Be aware of food stock levels and advise of items to be ordered
Ø Take food orders, service drinks at the bar, assist with food preparation
Ø Clear/clean tables, buffet, kitchen and bar and meeting rooms
Ø Take meeting bookings and confirm food service requirements
Ø Other ad hoc duties as and when required
Ø Report anything considered a health and safety hazard
Ø Prevent abuse and/or destruction of hotel property
Ø Be flexible at all times in order to cover the unexpected needs of the Hotel and outlets
Ø Responsible for looking after Hotel property at all times
Ø Ensure hygiene standards are met
Ø Follow established hotel safety protocols and procedures at all times. Immediately report any health and safety incident, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
Ø To attend all relevant training as and when required
Ø To ensure that the company dress code is always adhered to
This job requires ability to perform the following:
Ø Frequently standing up behind the desk and front office areas
Ø Night shifts including weekend work
Ø Carrying and lifting items
Ø Cleaning duties
GENERAL
1. To attend any meeting or training sessions as required by management.
2. To be conversant with:
a) The Hotel Fire Procedures
b) The Hotel and Company Security Procedures
c) The Hotel Health and Safety Policy and Procedures
d) The Hotel facilities and attractions
e) Current Licensing regulations (Food and Beverage Service department)
f) Methods of payment accepted by the Company (cash handling staff only)
g) Hotel operation standards and department procedures
h) Short and long term marketing promotions
Job Types: Full-time, Permanent
Pay: £28,529.00 per year
Benefits:
* Employee discount
* On-site parking
Work Location: In person