Guest service team member

Job Description

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

Duties:

• 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

Qualifications

Hospitality experience.

Familiar with Opera Cloud.

Computer literate.

Fantastic customer service skills.

Bubbly personality full of ideas and initiative.

Additional Information

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