About Us
Andras 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. You may at times assist other departments to ensure an excellent service is provided to our guests. You will provide efficient service for guest registration and departure; maintain accurate guest accounts and provide accurate, helpful information. Attend to all incoming calls via the switchboard in a professional and polite manner, constantly striving to provide Total Customer Satisfaction. Maintain strict security procedures to ensure guest confidentiality and safety.
Hours
40 hours per week.
What 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 scheme
- Employee Assistance Programme (EAP) & Wellbeing App
- Perks and Discounts – access to perks and discounts on travels, shopping and much more.
About The Role
Your day to day:
Duties
- Provide quality service to the customer by responding to their requests promptly, efficiently and courteously during check-in, check-out and throughout their stay.
- Maintain control of guest and hotel accounts ensuring that all charges are accurate and posted on a timely basis.
- Maintain strict security procedures with credit and cash transactions, accounting procedures, issue of room keys and guest confidentiality/privacy
- Maintain communication channels between Hotel guests and all Hotel departments both verbally and in writing as required.
- Operate switchboard effectively, handling all calls promptly and professionally, greeting all callers and transfer all calls to relevant departments, responding to requests quickly and efficiently.
- Maintain an accurate internal phone list for accurate transfer of calls. Connect International and Operator Assisted calls for guests, record accurate charges.
- Assist, as required to screen calls for reservations. Ensure accurate, up to date information is given.
- Use every opportunity to promote hotel facilities and maximise sales through sound product knowledge and selling skills.
- Attend to other duties as requested by Management and Supervisors
Talent & Culture Responsibilities
Assist the (Department) Management Team in the following:
- Induct new staff into the team, department and Hotel in the first week of their employment following guidelines. Ensure that all staff under your control carry out their duties in accordance with the Service Standards.
- Effectively use the guest feedback to improve product and service delivery.
- Openly communicate with staff ensuring regular briefings occur and all relevant information is passed on.
Health & Safety
- Notify your Manager of any reason you may not be capable of performing your tasks safely.
- Participate in workplace consultation on matters pertaining to Occupational Health and Safety, as per the hotels agreed arrangements.
- Comply with safe work practices by following Andras Hotels Health and Safety policies, including the use of safe manual handling techniques, safe use of hazardous chemicals and machinery, working at heights procedures, using protective clothing and safety equipment where available and necessary, maintaining a clean, tidy work environment, and any other safety practice promoted and required by the Hotel.
- Ensure all equipment is kept in good working order and used only for the purpose for which it was intended.
- Report any health or safety hazards, incidents and injuries to your Manager/Supervisor or Manager on Duty as soon as possible. Hazards may include unsafe working conditions, equipment and machinery faults or damage, and other housekeeping or maintenance needs that may affect the safety or any person/s at the Hotel. Ensure that the appropriate documentation is completed correctly, such as the Injury / Incident Form.
- Participate and contribute to the risk assessment process when requested by your Supervisor/Manager.
- Work cohesively in conjunction with the hotel’s rehabilitation program, as required.
- Maintain standards of hygiene for food handling and presentation as prescribed by council / legislative regulations.
- Be fully conversant with departmental fire and evacuation procedures.
Systems & Procedures
- Log and inform your Manager of any system problems. Suggest any improvements that could be made to improve existing systems and procedures.
- Complete all duties, and ensure a concise hand over for every shift.
Customer Relations
- Provide efficient, friendly and professional service to all guests.
- Lead by example when attending to guest requests. Show efficiency in constantly striving to provide Total Customer Satisfaction.
- Take initiative to ensure that interactions with our customers (internal or external) are positive and productive, call the Manager on Duty if difficulties arise.
- Work together with trust so that colleagues and management meet the goals of the department/Hotel.
- Treat customers and colleagues from all cultural groups with respect, sensitivity and transparency.
- Take every opportunity to be a “salesperson” by active selling of special promotions and facilities available within the Hotel.
Other
- Take responsibility to ensure all required tasks are completed accurately and within given time frames.
- Participate in scheduled training and development programs provided by the Hotel to improve self and department standards and attend departmental meetings as required.
- Ensure wherever possible that employees are provided with a work place free of discrimination, harassment and victimisation.
- Follow property procedures with respect to grooming, performance and conduct standards, occupational health and safety, emergency procedures and all other property policies and procedures as detailed in the employee handbook.
- Ensure Hotel, Customer and Staff information or transactions are kept confidential during or after employment with the company.
- Any other reasonable request within your range of competence as required by your Supervisor or Hotel Management.
How do I deliver this?
Heartist Transforming” - Offering guests a different experience, creating emotion, forging lasting relationships built on courtesies, moments and memories, also means allowing spontaneity, encouraging initiative and letting every employee express their personality.
AccorHotels sees a “Heartist” in each employee — a master of the art of hospitality who serves others from the heart, with curiosity and inventiveness and therefore always strive to:
- Make guests feel welcome
- Make guests feel heart-warmed
- Make guests feel incredible
- Make guests feel like they belong.
There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.
Required Criteria
- Ability to work as part of a team
- Experience in hospitality industry
- Basic level of IT proficiency
- Experience within a customer facing role
Skills Needed
About The Company
Andras House Ltd is a leading property development and hospitality company based in Belfast, Northern Ireland. Established in 1981, the company has grown into a highly successful multi-million pound organisation with an extensive portfolio of office, hotel and leisure developments.
We are proud to be at the forefront of hospitality in Northern Ireland. With seven hotels we are Belfast’s largest hotel group with 1000 bedrooms in the City.
Andras Hotels is proud to be the leading hotel group in Belfast with current awards of Best Hotel in Belfast for Holiday Inn Belfast City Centre, Best Budget Hotel in Ireland for Ibis Belfast City Centre and Best Serviced Apartments for Cordia Serviced Apartments.
Company Culture
Andras Hotels is Northern Ireland’s largest hotel group and we are proud to have been at the forefront of hospitality for the past 30 years.
We subscribe to the Hospitality Employers Charter, which means we are committed to providing training, development, and support to all of our team members.
We offer a range of staff benefits and opportunities to grow your career in our fast-growing company Our Andras Academy provides training and development for all team members and we are an equal opportunities employer.
Company Benefits
What we offer
Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Gym membership or wellness programs, Cycle to work, Referral bonus, Competitive salary, Preferential room rates, Family and friends rates, Long service recognition, Free meals during shifts, Free parking or Discounted parking , Wellbeing Scheme, Work With Charities, Social Opportunities, Employee of the Month, Employee Recognition Scheme
Salary
Up to £13.20 per hour
