Job Description

Guest Service Assistant

JOB OVERVIEW

Line Manager:

Guest Service Managers / Duty Manager

Job Purpose/Summary:

A Guest Service Assistant (GSA) delivers an exceptional experience for all guests visiting Holiday Inn Manchester-West and provides service factors which show they care by making guests feel completely comfortable - like they are a part of the Holiday Inn Manchester-West family and not just a guest. A Guest Service Assistant is at the for-front of bringing the brand to life. Guest Service Assistants are multi-skilled across departments to ensure the smooth operation of the hotel to ensure guest satisfaction.

DUTIES AND RESPONSIBILITIES

To maintain the food and beverage outlets, serving guests on the bar and in the restaurant, maintain cleanliness of public areas, keeping stores areas in a clean and tidy condition. Achieves customer satisfaction and rooms revenue goals by providing second to none-service to all our guests. Participates in the prompt and courteous check-in, check-out, and servicing of guests. Creating an outgoing guest experience for all and having the personality to make them feel at home whilst always delivering personal recognition. To be knowledgeable of Holiday Inn and IHG brand standards Demonstrate a knowledge of hotel products, menu items, room rates, packages, promotions, and all necessary updates to perform daily duties. Proficient with use of Point of Sale and Front Office System Accurately taking payments, completing daily banking, ensuring shift balances, and complying with financial procedures Handling and replying to guests' requests (by email, phone, in person) Complying to company's Health & Safety, Food Hygiene, Food Safety, Fire, Security and COSHH procedures Adhere to the company Fire Policy and procedure in the event of a fire. Anticipate guests needs where possible and react to those needs to enhance the guest experience Vigilance, awareness, and appropriate actions in maintaining departmental and hotel security. Completing departmental daily and weekly maintenance and cleaning checklists. Maximise sales through up-selling, using incentives and promotions and drive guest loyalty through the IHG rewards program. Ensure all customer enquiries for bookings are dealt with promptly to always maximise revenue streams. Assist the handling and resolving of guest problems or issues as necessary. Serve alcoholic and non-alcoholic beverages Serving in all food and beverage outlets during breakfast, lunch and dinner service offering high levels of customer service. Accurately take food and beverage orders and communicate with the kitchen team. Preparation of food and drinks to the highest standards. General cooking and kitchen tasks to support the Food and Beverage 24-hour menu delivery. Setting up and clearing out the breakfast buffet ensuring that breakfast standards are consistent and in line with IHG expectations. Good practice of stock management and stock rotation and wastage control. Understanding allergens and allergen procedures and confident to deliver this information to guests. Maintains positive and clear communication with all colleagues and departments to ensure minimal impact on guest experience Assist other departments and Hotel Duty Manager as necessary. Ensure that handover procedures are followed by reading or writing the handover log daily and ensuring appropriate actions are taken to resolve any outstanding issues. To attend daily training meetings and departmental meetings as requested. To attend seminars / training courses as required. To carry out any other ad hoc duties as directed by all management. Continuously seek to endeavour to improve the hotel's efficient operation, and knowledge of own
job function.

Liaison Between guests and management

Handles promptly and courteously problems regarding customer room accommodations and rates, notify appropriate Department Head when needed.

Handles promptly and courteously all guest comments, complaints, requests, or inquiries; takes necessary action, and thorough follow-up.

Ensures that all front office staff greets and escorts all VIPs to guest rooms upon check-in.

Fluent in front office technology

Is fully conversant with the PMS system.

Can operate telephones, photocopiers, computers and printers and other Front Office equipment and is able to make basic updates and changes when needed.

Follows the correct procedures in the absence of Front Office Technology.

Security, Health and Safety

Liaises with Maintenance regarding hotel checks. Outlining any maintenance issues onto the PMS system.

Is fully conversant with the hotel's credit policy.

Is fully aware of guest security, does not disclose any guest information.

Liaises with the Housekeeping Manager regarding lost and found objects.

Is familiar with the policy of issuing keys (guest, hotel internal and external).

Ensures that all potential and real hazards are reported and removed immediately.

Fully understands the hotel's fire, emergency, and bomb procedures.

Ensures that emergency procedures are enforced to provide for the security and safety of guests and employees.

Ensures that all employees within their own department work in a safe manner that does not harm or injure self or others.

Supports a safe hotel by applying hotel regulations and adhering to existing laws and regulations.

Anticipates possible and probable hazards and conditions and takes action to prevent them from happening.

Ensures that the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct are maintained by all employees in the department.

Job Types: Part-time, Permanent

Pay: 12.21 per hour

Benefits:

Company pension Discounted or free food Employee discount Free parking On-site parking
Work Location: In person