Duties and responsibilities Sales and Revenue: To provide a "one stop shop" experience for our Guests, responding to each and every guest request politely, accurately and effectively in a timely manner. To enhance the Hotel's guest satisfaction scores through employing effective and swift responses To provide a "can do" positive attitude, excelling in sharp and adaptive vocal communication To ensure a thorough and up-to-date knowledge of guest services to encourage guests to use in the in-house facilities To ensure all Revenue Capture policies and procedures are maintained at all times To maintain a thorough and accurate log of all requests and resolution through the Guest Services Department Customer Relations: To answer the telephone in a polite and efficient manner To respond in a pro-active manner to guest feedback for positive and negative comments To ensure personal presentation is of the highest standards at all times to project a professional image to clients To ensure guests are provided with every service or facility they require during their stay and these are delivered to a consistent high level of service To deal effectively with guest’s complaints referring them to the appropriate Manager Operational Requirements: To adhere to the requirements of the Data Protection Act at all times Computerised and manual storage systems are maintained in line with the Hotel procedures Operate telephone switchboard station in order to answer telephone calls externally and internally Process guest requests for wake-up calls, screening calls, and other requests related to placing or receiving telephone calls Advice guests of any messages (e.g., voicemail, mail, faxes) received for them Answer, record, and process all guest calls, requests, questions, complaints or concerns Receive, record, and relay messages accurately, completely, and legibly Log all guest requests or issues into Opera, contact appropriate individual or department (e.g., Housekeeping, Shift Engineer), and follow up with guest to ensure their request has been met to their satisfaction Provide information to guests about room features, property amenities, and local areas of interest Assist guests with accessing the internet and co-ordinate with IT Acknowledge each and every guest with a friendly verbal greeting, using the guest's name when possible Anticipate guests' service needs, including asking questions of guests to better understand their needs and listening to guest preferences and acting on them whenever possible Address guests' service needs in a professional, positive, and timely manner Assist other employees to ensure proper coverage and prompt guest service Thank guests with genuine appreciation and provide a fond interaction Engage guests in conversation regarding their stay, property services, and area attractions/offerings Speak to guests and co-workers using clear, appropriate and professional language To carry our guests’ requests as appropriate Answer telephones using appropriate etiquette including answering the phone within 3 rings where possible, answering with a smile in one's voice, using the callers' name, transferring calls to appropriate person/department, requesting permission before placing the caller on hold, taking and relaying messages, and allowing the caller to end the call. Talk with and listen to other employees to effectively exchange information Exchange information with other employees using electronic devices (e.g., two-way radios, email) Coordinate tasks and work with other departments to ensure that the department runs efficiently Assign and ensure work tasks are completed on time and that they meet appropriate quality standards To make any emergency calls as per hotel procedures Develop and maintain positive and productive working relationships with other employees and departments Handle sensitive issues with employees and/or guests with tact, respect, diplomacy, and confidentiality Partner with and assist others to promote an environment of teamwork and achieve common goals Support all co-workers and treat them with dignity and respect To carry out any administrative tasks as requested by the Manager To conduct any research with other Hotels as requested To follow the shift procedures determined by the Reception Manager To adhere to all Health and Safety Requirements as required by the Hotel Key performance indicators Customer Feedback Shift procedures 1:1 with Manager Benefits Meals on duty Staff uniform Monthly performance-based incentives Company pension contribution after you passing your probation period Recommend a friend fee 20 days holiday plus 8 bank holidays Training fund assistance of NVQ’s Awards and Recognition Programme Seasonal annual parties Staff rate with IHG hotels globally