Job Responsibilities and Duties
Provide quality service to guests by responding promptly, efficiently, and courteously during check-in, check-out, and throughout their stay.
Maintain control of guest and hotel accounts, ensuring all charges are accurate and posted timely.
Follow security procedures with credit and cash transactions, account handling, issuing room keys, and maintaining guest confidentiality/privacy.
Ensure effective communication between hotel guests and departments, both verbally and in writing.
Operate the switchboard effectively, handle calls promptly and professionally, greet callers according to policy, and transfer calls efficiently.
Accurately document and distribute internal and guest messages as per hotel procedures.
Maintain an accurate internal phone list, connect international and operator-assisted calls, and record charges correctly.
Assist in screening reservation calls, providing accurate and up-to-date information.
Promote hotel facilities and maximize sales through product knowledge and selling skills.
Perform additional duties as requested by management and supervisors.
Additional Service Responsibilities
1. Take orders at the bar, maximize sales opportunities, and ensure order accuracy by repeating orders to guests.
2. Send orders to the kitchen via POS system, deliver meals promptly, and ensure presentation and temperature standards.
3. Maintain cleanliness in service areas and adhere to hygiene standards.
4. Perform other reasonable tasks as assigned by supervisors or management.
Training and Development
5. Participate in training programs to improve service standards.
6. Induct new staff and ensure compliance with brand standards and procedures.
7. Use guest feedback to improve service quality.
Health & Safety
8. Report any safety hazards or incidents immediately.
9. Participate in health and safety training and risk assessments.
10. Follow all safety policies, including equipment use and emergency procedures.
Systems & Procedures
11. Report system issues and suggest improvements.
12. Follow established policies and procedures.
Customer Relations
13. Deliver friendly, professional service and strive for total customer satisfaction.
14. Actively promote hotel facilities and special promotions.
15. Respect and be sensitive to all cultural backgrounds.
16. Contribute to a positive team environment and uphold the company's values.
Qualifications and Skills
High school diploma or equivalent; hospitality or customer service training is a plus.
Good command of English; additional languages are advantageous.
Polite, friendly, and professional demeanor with strong communication skills.
Basic computer skills; ability to learn hotel systems.
Punctual, reliable, well-presented, and able to handle pressure gracefully.
Work Schedule
Willingness to work shifts, including mornings, evenings, weekends, and holidays.
Benefits
Hourly wages £12.36, free meals, pension scheme, training and development, international opportunities, discounted hotel rates, and more.
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