The Crowne Plaza Birmingham City Centre Hotel, an IHG Hotels and Resorts franchise hotel managed by Centre Island Hotels Ltd. We pride ourselves on providing outstanding levels of comfort and service.
It is a recently refurbished contemporary, stylish and modern 312-bedroom hotel offering an onsite bar, the b1 restaurant, fully equipped gym, and conference and event facilities.
Our team are dedicated to delivering the highest standard of service, and we are always looking for new ways to exceed expectations.
If you are an enthusiastic, driven, and results-oriented individual with a passion for hospitality, we would love to hear from you!
The Hotel Reception team are the face of the hotel, they set the tone of great Hospitality by welcoming and fulfilling the needs of our guests.
As Guest Services Assistant you will be responsible for ensuring the team delivers an effective and enjoyable experience to all guests. You will assist in leading the reception team to deliver high levels of quality and act as the face of the hotel arrival and departure.
You will have excellent attention to detail in order to provide consistent standards. This is a vital role in the function of the hotel and ultimately the service provided to our guests before, during and after their stay. You will love chatting to our guests offering help and assistance, you will be a great at multi-tasker, you will be efficient at solving guest enquiries and you will always have a smile for our teams and guests. We want you to be yourself here, bringing your infectious personality which helps makes Crowne Plaza who we are.
What you will do
· Be present in lobby and reception during peak times and support the front office team with all inquiries.
· Run 5 Duty Manager shifts per week.
· Support reception team to deliver exceptional arrival and departure experience, complete regular quality checks.
· Monitor and maintain safe and secure working environment for all hotel colleagues and guests, resolve and report any issues.
· Act on all guest feedback, positive and negative. Respond to Guest reviews and update guest profiles accordingly.
· Ensure all pre- and post-stay communication is sent to applicable guests.
· Maintain correct records & communications so they can be tracked effectively.
· Liase with Housekeeping management on daily basis to ensure outstanding guest experience.
· Plan and communicate VIP arrivals to hotel team.
· Walk about of the property and picking up on details which require attention as well as Health & Safety matters which need action.
Ideal candidate
· Can deliver excellent standards
· Uses initiative
· Is self-aware and able to evaluate their own work
· Has a customer service attitude
· Has the ability to multi-task and provides excellent attention to detail
· Holds a genuine desire to provide a Warmer Welcome to our guests
· Already have hotel front office experience
Benefits
· Access to IHG’s Worldwide ‘Employee Rate’ and ‘Friends & Family’ discount schemes, offering you generous hotel and food & beverage discounts at thousands of our global properties. What a way to travel!
· Internal Rewards programme where you can get recognised with Love 2 Shop vouchers for demonstrating great work.
· Monthly Hero Awards and end of year CIH Annual Hero Awards and Awards Ceremony. And, through IHG Impact Awards program and external Awards opportunities.
· Long Service awards with annual leave increase and financial rewards.
· Full uniform provided
· Company health and wellbeing programme
· Training & Development and the opportunity to work with a fast paced, customer-focused company
Pay: £26,624.00 per year
Work Location: In person
