Holiday Inn Express – Guest Service Agent – Reception & Food and Beverage
Job Description
Job title: Holiday Inn Express – Guest Service Agent – Reception & Food and Beverage
Company: Andras Hotels
Job description: Holiday Inn Express – Guest Service Agent – Reception & Food and BeverageAbout UsAndras Hotels is Northern Ireland’s largest hotel group with nine hotels in Belfast, Coleraine and Portrush, two apartment complexes, a Café Bar and a Health Club and Spa. We are rapidly expanding our portfolio and we are dedicated to promoting tourism and hospitality across the country. We develop our people through our Andras Academy, the industry Wellbeing and Development Promise, and we are proud to be signed up to Green Tourism.What is the Job?Within this customer facing role you will be a key player in enhancing the guests experience and driving brand loyalty. This is a hands-on role managing the guest’s expectations from check in to check out and playing a crucial part in the day-to-day running of food operations. You may at times assist other departments to ensure an excellent service is provided to our guests.Hours – various16, 32 &40Rate of payUp to £12.20, dependent on ageWhat we offer:· Discounted Hotel Rates across ‘000’s of hotels worldwide for employees and for family and friends· Health Care Cash Plan· Diamond membership of Kingsbridge Hospital Group· Enhanced Pension Scheme· Enhanced Maternity Pay· Enhanced Paternity Pay· Cycle to work· Recruit a friend scheme· Employee Appreciation and Social Events· Employee of the Month Award· £20 for completion of FLOW training· Increased Annual leave with service· Discount at Bodyscape – Employee rate and family and friend rate· Cyrospa discount rate at Bodyscape· Communication and advice on Health and Wellbeing· Andras Academy – Training and Development Programmes and progression opportunities within the Andras Hotels Group· Work for globally renowned Hotel Brands· Reward Club Incentive Scheme· Hotel Incentive schemeAbout the roleYour day to dayFront Office· Register guest reservations via email, phone and face to face and welcome guests warmly and professionally, taking care of them from their arrival through to departure· Recognising Loyalty Club Members and returning guests.· Check in/check out guests according to procedure, issue room keys, provide information on hotel services and room location.· Answer the telephone in a prompt and courteous manner.· Up- sell rooms and additional services to maximise hotel revenue· Ensure prompt resolution of customer issues, requests and enquires· Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow up· Accurately process cash and credit card transactions using established procedures· Be full conversant and comply with the Health and Safety procedures of the hotel.· Immediately report any Health and Safety incidents, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty· Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service· Implements Brand Projects and identifies features such as the hotel loyalty scheme, bringing the Brand concept to life on a day-to-day basis· Good local knowledge enabling you to provide information to guests of local tours, attractions etc.Food and Beverage· Serve food and beverages to the standards set out by the hotel at all times.· Follow the food and beverage sequence of service set out by the hotel at all times.· Prepare food, including our 24/7 menu options to the highest standards· Comply to the highest standards of cleanliness, safety and hygiene regulations at all times· Clear and refresh lobby and restaurant tables (and conference room if relevant)· Upsell food and drink items including any daily specials· Responsible for the cleanliness of all equipment used to serve guests· Demonstrate service attributes in accordance with industry expectations and company standards including attentiveness, anticipation, accuracy and maintaining high levels of knowledge about the products and services offered by the hotel.· Participate in any training sessions, briefings and meetings as and when requested.· Adopt the hotel brand behavioursAt Holiday Inn Express® we want our guests to rest and feel energised and ready for the day ahead which means we need team members to demonstrate the following service behaviours:Make a Connection show guests that they are important and make them feel at ease by taking time to acknowledge them in a friendly wayBe Helpful familiarise yourself with all the services in the hotel and the local area to answer any question and give guests what they need to find their own wayBe Efficient take ownership and play your part to get things done by making things easier for guests; doing as much as in advanceAbout the companyWe are a leading property development and hospitality company, established in 1981 and based in Belfast, Northern Ireland. We’re the city’s largest hotel group approaching 1000 bedrooms in the city.Required Criteria
- • Experience within a customer service role
- • Basic level of IT proficiency
- • Ability to work in a fast-paced environment requiring flexible working and a genuine willingness to help guests and colleagues in the Hotel
- • Must have a good level of English
Desired Criteria
- • Experience within the Hospitality Industry
Skills you’ll need
Expected salary: £12.2 per hour
Location: Belfast
