Job Description

Holiday Inn Express - Guest Service Agent
About Us
Andras Hotels is Northern Ireland's largest hotel group with nine hotels in Belfast, Coleraine and Portrush, two apartment complexes, a Cafxc3xa9 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
24 hours per week
Rate of pay
Up to 312.70 based on age
What we offer:
xc2xb7 Discounted Hotel Rates across '000's of hotels worldwide for employees and for family and friends
xc2xb7 Health Care Cash Plan
xc2xb7 Diamond membership of Kingsbridge Hospital Group
xc2xb7 Enhanced Pension Scheme
xc2xb7 Enhanced Maternity Pay
xc2xb7 Enhanced Paternity Pay
xc2xb7 Cycle to work
xc2xb7 Recruit a friend scheme
xc2xb7 Employee Appreciation and Social Events
xc2xb7 Employee of the Month Award
xc2xb7 320 for completion of FLOW training
xc2xb7 Increased Annual leave with service
xc2xb7 Discount at Bodyscape - Employee rate and family and friend rate
xc2xb7 Cyrospa discount rate at Bodyscape
xc2xb7 Communication and advice on Health and Wellbeing
xc2xb7 Andras Academy - Training and Development Programmes and progression opportunities within the Andras Hotels Group
xc2xb7 Work for globally renowned Hotel Brands
xc2xb7 Reward Club Incentive Scheme
xc2xb7 Hotel Incentive scheme
About the role
Your day to day
Front Office
xc2xb7 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
xc2xb7 Recognising Loyalty Club Members and returning guests.
xc2xb7 Check in/check out guests according to procedure, issue room keys, provide information on hotel services and room location.
xc2xb7 Answer the telephone in a prompt and courteous manner.
xc2xb7 Up- sell rooms and additional services to maximise hotel revenue
xc2xb7 Ensure prompt resolution of customer issues, requests and enquires
xc2xb7 Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow up
xc2xb7 Accurately process cash and credit card transactions using established procedures
xc2xb7 Be full conversant and comply with the Health and Safety procedures of the hotel.
xc2xb7 Immediately report any Health and Safety incidents, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
xc2xb7 Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
xc2xb7 Implements Brand Projects and identifies features such as the hotel loyalty scheme, bringing the Brand concept to life on a day-to-day basis
xc2xb7 Good local knowledge enabling you to provide information to guests of local tours, attractions etc.
Food and Beverage
xc2xb7 Serve food and beverages to the standards set out by the hotel at all times.
xc2xb7 Follow the food and beverage sequence of service set out by the hotel at all times.
xc2xb7 Prepare food, including our 24/7 menu options to the highest standards
xc2xb7 Comply to the highest standards of cleanliness, safety and hygiene regulations at all times
xc2xb7 Clear and refresh lobby and restaurant tables (and conference room if relevant)
xc2xb7 Upsell food and drink items including any daily specials
xc2xb7 Responsible for the cleanliness of all equipment used to serve guests
xc2xb7 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.
xc2xb7 Participate in any training sessions, briefings and meetings as and when requested.
xc2xb7 Adopt the hotel brand behaviours
About the company
We are a leading property development and hospitality company, established in 1981 and based in Belfast, Northern Ireland. We are 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

• Experience within the Hospitality Industry