Guest Service Assistant Match Days Only
Holiday Inn Express Leicester
Leicester
Part-time
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People
- To aid and assist guests throughout their stay in a friendly and professional manner
- To be fully aware of daily activities in the hotel
- To maintain good working relationships with colleagues in the Reception area and other departments of the hotel
- To be able to take a reservation in the absence of the Reservations team ensuring that all information is correctly recorded
- To attend training when required,
- To fully understand and execute all shift operations and tasks working to shift checklists
- To constantly improve and develop product knowledge to maximise quality of service
- To be able to be cross\-train in other departments to develop individual potential.
- Ensure telephones are answered promptly and correctly to maximize business and minimize guest frustration.
- To take appropriate action to resolve guest complaints
- To actively seek solutions to improve IHG Heartbeat Scores.
- To be aware of guest feedback on IHG Social Listening Tool.
- To ensure that guest details/history are accurately maintained to ensure individual needs are recognized and adds value to the guest experience.
- To directly co\-ordinate the activities of all outlets, thus ensuring high standards of cleanliness and service are maintained throughout in order to reflect the brand standards on all occasions.
- To ensure routine maintenance is carried out in your areas of responsibility, reporting any damage, wear and tear. To complete bar duties, including setting up replenishing of stocks, serving guests, cleaning tables and washing glasses.
- Setting up, preparation, service and clearing breakfast including using the dishwasher and general cleaning and tidying.
- Public area maintenance including replenishing of vending area and toilet supplies.
- Preparation and clearing of meeting rooms.
- Ensure the team maintain the hotel, collect any litter, remove/report hazards
- To ensure compliance throughout the department and hotel with brand, hotel and company operating standards.
- To be fully conversant with the Hotel policy on:
- Fire \& Evacuation
- Security procedures
- Health \& safety policy
- Personnel \& Training procedures
- To serve guests in a friendly and professional manner
- Participate in guest activities that promote the hotel product and its services
- To create and take advantage of sales opportunities in order to maximise hotel revenue
- To be fully aware of the hotel facilities and promote them whenever possible
- To answer telephones promptly and correctly to maximise business and minimise guest frustration
- To be consistently aware of the hotel’s availability and sell rooms at the best possible rate
- To maintain a high level of awareness of local competitors and trends
- To remain focused on sales and standards
- Comply with the company codes of conduct at all times
- Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals
- Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries
- Understand your role and responsibilities in terms of the hotel Health \& Safety Policy including completion of all mandatory training
- Familiarise yourself with emergency and evacuation procedures
- Understand your responsibilities with regards to security
- Proactively pursue all practices in line with Company environmental and energy saving initiatives
- Have a flexible approach to the hours you are required to work to meet the needs of the business
Pay: £12\.71 per hour
Work Location: In person
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