Position
Guest Service Assistant
Scope of Work
To maintain high standards within the Front Office department as defined by the department’s Operating Standards.
To ensure guests’ needs are met and exceeded in a professional and friendly manner, ensuring total guest satisfaction.
Report To
Reception Manager and Duty Manager
Main Duties

Guest Service:

• Ensure all guests receive excellent customer service in accordance with hotel standards.
• Check In/Out guests according to Hotel Standards, ensuring payment is verified upon check-in and following procedures for different payment types.
• Have current knowledge of events in London and local restaurants/bars to provide guest information.
• Ensure room allocations are correct nightly and special needs/requests are met.
• Handle guest queries and bill queries in a timely and efficient manner.
• Maintain and update an accurate guest history/marketing database.
• Inform guests about breakfast, bar, and room service opening and closing times.
• Ensure a speedy telephone and message service, responding within three rings.
• Learn lobby bar beverage offerings and confidently serve guests both non-alcoholic and alcoholic beverages.
• Post checks in Micros POS.
• Be courteous and professional at all times, ensuring a general atmosphere of tranquility in the department.
• Manage guest queries, learn guest names, and recognize regular guests.
• Proactively assist in all areas Front of House with ad hoc duties to ensure the needs of internal and external guests are met.
• As an ambassador of the hotel, remain well-informed to answer questions from guests and team members.

Product:

• Verify that offerings are consistent with hotel standards.
• Report any maintenance issues to your manager and maintenance.
• Be knowledgeable of all SOPs, Risk Assessments, Hygiene standards, products, and services provided by the hotel.
• Ensure cleanliness and excellent maintenance of the Reception Desk.
• Upsell hotel services.
• Assist with restocking and replenishment of supplies.
• Handle guest belongings with care.
• Maintain strict control of keys and ensure all cupboards are closed.

General:

• Report to your manager at the end of every shift and ensure all duties are completed.
• Complete the Shift checklist daily according to standards.
• Update all daily reports both On and Offline.
• Attend and participate in team meetings and training sessions.
• Ensure all rubbish and waste are disposed of safely.
• Report lost and found items according to procedures.
• Maintain a safe environment for colleagues and guests.
• Comply with all Statutory Regulations, including fire and emergency procedures, Hygiene regulations, Health & Safety regulations, and Security procedures.
• Be an excellent people person, showing respect for customs and culture.

Personal Qualities:

• Personal presentation, punctuality, and initiative.
• Customer care.
• Effective communication.
• Team player.
• Flexibility with working arrangements.
• Organized and able to multitask.
• Proactive attitude.

Should you not be successful, we will hold onto your CV for 6 months in case a suitable alternative vacancy comes up. If you do not wish this, please let us know in the application.
Job Types: Full-time, Permanent
Pay: From £28,200.00 per year

Additional pay:

• Bonus scheme
• Commission pay
• Performance bonus
• Tips

Benefits:

• Referral programme

Experience:

• Hotel Reception: 2 years (required)

Work Location: In perso

Please refer the Job description for details