Job Description
Guest Service Assistant
JOB OVERVIEW
Line Manager: Guest Service Managers / Duty Manager
What is the Job?
The moment a guest steps into one of our hotels, they walk into a genuinely memorable experience. As a Guest Service Agent hosting the Front Desk, Restaurant or Bar you’ll not only be the person they rely on to handle transactions, offer local insights and anticipate every detail of a friction-free experience. You’ll also create the warm atmosphere that makes our guests feel at home in any location. Great memories come from many places. The sights, sounds, scents and, importantly, service. you’ll welcome our guests, make recommendations and help keep service on-track and up to standard. By tailoring each guest’s experience to their unique tastes, you’ll create lasting memories.
Your day to day
- Be the warm welcome that kicks off a memorable guest experience
- Acknowledge IHG Rewards members, New and returning guests, in person or on the phone
- Take and manage guest bookings at reception in person or on the phone, execute a seamless check in /out processes
- Anticipate and deliver memorable service within our restaurant & bar outlet
- Up-selling opportunities and telling guests about ways to improve their stay
- Handle cash and credit transactions
- Stay one step ahead of guests’ needs – record and act on their preferences, and handle their messages, requests, questions and concerns
- Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary
- Stay safe all the time. Following our safety procedures, you’ll report all incidents and wear any protective gear needed
- Take pride in your appearance and place as a brand ambassador
- Always know what events and activities are on the day’s schedule
- Jump into other ad-hoc duties when your colleagues need your help
What we need from you
- Articulate – a great communicator, you’ll be warm, welcoming and easy to talk to guests will need to come to you with concerns as well as compliments, so you’ll be easy to talk to
- Your problem-solving skills will turn issues into opportunities so every guest leaves with great memories
- Literate and tech-savvy - you’ll need a good grasp of reading, writing, basic maths and computers
- How do I deliver this?
We genuinely care about people and we show this through living out our promise of True Hospitality each and every day. It’s what connects every colleague in all IHG® hotels.
Each IHG® hotel brand delivers True Hospitality in their own way, and at the heart of it all are specific, core service skills.
- True Attitude: being caring, wanting to make a positive difference, and building genuine connections with guests
- True Confidence: having the knowledge and skills to perform your role, and giving guests the confidence that they can trust you, to help and support them during their stay
- True Listening: focusing on what your guest is saying, picking up on body language that is often overlooked, and understanding what the guest wants and needs
- True Responsiveness: is about providing guests with what they need, and doing so in a timely and caring manner
· What we offer
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.
We’ll reward all your hard work with a great salary and benefits – including uniform, great room discount and superb training.
Join us and you’ll become part of the global IHG family – and like all families, all our individual team members share some winning characteristics. As a team, we work better together – we trust and support each other, we do the right thing and we welcome different perspectives. You need to show us you care: that you notice the little things that make a difference to guests as well as always looking for ways to improve
Shift times 06:30 - 15:00 / 14:30 - 23:00
Job Types: Permanent, Full-time
Pay: £12.71 per hour
Benefits:
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
Work Location: In person
