Andras Hotels - Placement Student

Role 1: Front Office

·      Be the warm welcome that kicks off a memorable guest experience

·      Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay

·      Handle cash and credit transactions

·      Start every stay right by swiftly checking guests in and out - take IDs, hand out room keys, and control

·      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.

Role 2: Food & Beverage

·      Make each meal a feast for the eyes and treat for the taste buds. With your own signature flare, you’ll turn our high standards into memorable meals for every guest

·      Own your Workstation – keep on top of supplies and equipment, and minimise waste

·      Tell your supervisor or duty manager about any unsafe equipment, low supplies or safety incidents

·      Help create a safe space by following our safety procedures and wearing necessary protective equipment

·      Be cleaner than clean – meet or exceed local cleanliness and hygiene laws

·      Help with washing up and other kitchen duties when needed

·      Give guests a better experience by helping with any queries or advice

·      Wear your uniform with pride

·      Take on other ad-hoc duties when the whole team needs to pull together.

Role 3: Conference and Banqueting/ Event Operations

·         Meet and greet all guests in the conference/events in a polite and pleasant manner

·         Assisting the Conference & Banqueting manager in the management of small events

·         Respond to all requests from guests in the events in a polite and efficient manner, ensuring a high standard of customer service at all times

·         Set-up and serving of Tea/Coffee stations within the Event Areas

·         Carrying out Manual Handling tasks such as lifting and carrying Charis and other furniture to ensure the rooms meet customers exceptions and hotel standards

·         Ensure all food and beverage requirements are met according to function sheet, including items ordered and times

·         Understanding of IHG standards within the Conference and Banqueting Department, ensuring all standards are met on a daily basis

·         Be aware of all events / Conferences happening on a daily basis and the requirements for each

·         Communicate with the Conference & Banqueting Manager / Supervisor regarding any queries, changes or complaints as and when they arise

·         To ensure rooms are set up correctly and are serviced correctly and assist with the setting-up and clearing down of rooms

·         Assist with and manage room cleaning to ensure a very high standard of room cleanliness is achieved

·         Set-up and clear down conference rooms and ensure rooms are set up and serviced correctly

·         Participate in room cleaning to ensure a very high standard of room cleanliness is achieved

·         Maintain the general upkeep of public areas, i.e. toilets, main foyer and porch and all lighting levels for same

·         Ensure that all facilities requested by those hiring the rooms are available

·         Assist with the setting up of the conference rooms to the pre-defined criteria

·         Oversee the general upkeep of public areas, i.e. toilets, main foyer and porch and all lighting levels for same

·         Liaise with all other departments on the special requirements of large groups or individuals and follow through, e.g. morning paper delivery, placing gifts in rooms, group departure times etc.

·         Carry out company's customer relation policy and communicate hotel services to guests

·         Wear clean and suitable uniform at all times

·         Ensure a high standard of personal hygiene and grooming

·         Actively participate in any training and personnel exercises designed to improve standards and performance levels

·         Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times

·         Upkeep of the equal opportunities policy to ensure that there is a neutral working environment

·         Work in accordance with standard procedures within each department.

·         Keep staff/work areas tidy, safe and report any hazard, accident, loss or damage to management

·         The role will include working in functions serving food and drinks, and in the bar and restaurant of the hotel when required.

Role 4: Event Sales

·      Achieve individual and departmental targets and objectives

·      Be knowledgeable of the facilities and services offered by the Crowne Plaza and to act as an ambassador at all times in terms of appearance, behaviour and professionalism.

·      Meet account & financial targets.

·      Ensure that all enquiries are accurately entered into company systems in line with set standards and that company policy on credit checking and payment procedures is adhered to.

·      Deal with sales enquiries for the Crowne Plaza Conference and Banqueting Rooms and the reservation enquiries within the required response times, provide accurate & personalised response to meetings and events enquiries.

·      Prepare quotations, contracts and function sheets ensuring they are completed to the required standard and signed by the relevant parties.

·      Negotiate pricing to achieve maximum revenue figures and to be aware of business patterns.

·      Attend regular Sales meetings and be able to communicate a snapshot of active enquiries and their status.

·      Effectively liaise with Conference & Banqueting team and Reception for the meeting set-ups by ensuring that communication is optimum as to avoid any operational issues.

·      Receive and convert incoming enquiries to achieve targets and maximise revenue.

·      Participate in hotel promotional activities.

·      Ensure the complete administration and execution of all planned events.

·      Build strong relationships with customers to fully understand their needs.

·      Focus on a consistently executed up-selling approach & seek opportunities to increase sales and conversions within the Team.

·      Actively participate in any training and personnel exercises designed to improve standards and performance levels

·      Perform other duties as assigned by the Director of Sales

·      Assist in operations / Events when required

·      Participate in all training as requested

Role 5: Reservations

·      Ensure that phones / emails are answered in a speedy, professional and efficient manner

·      Ensure all Reservations are accepted, recorded and confirmed in accordance with Company Policy and in an efficient and courteous manner

·      Ensure all guest enquiries are handled professionally and provide information regarding hotel services available

·      Assume responsibility for checking arrivals, managing duplicate bookings, group arrival details, etc.

·      Manage group bookings within Company criteria; collect payments, adhere to cancellation policies, check master bills, keep hotel fully informed of group requirements.

·      Management of online systems to include Rate & Availability management

·      Cross selling of all hotels within the group; knowledge of each PMS / CRS system to assist with covering holidays / breaks for colleagues

·      Upselling of Hotel facilities / supplements to potential customers to maximise revenue

·      Reviewing daily PACE and reservations created reports for booking trends, group reservations, rate queries and making recommendations for public / group rates

·      Be aware of current business targets, actual budgeted and forecasted business levels and to focus at all times to achieve these targets

·      Assist the Reservations / Revenue Managers in the preparation of reports

·      Actively participate in any training and personnel exercises designed to improve standards and performance levels

·      Assist with collection of payments on advance purchase reservations, management of declined bookings

·      Liaise with the Accounts Department for Accounts outstanding, commission claims, matching online payments with PMS system and keeping guest ledger to a minimum

·      Ensure that policies and procedures are known and adhered to, that team members are fully aware of public / corporate rates and that a high level of communication exists between the Team and other Departments

·      Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction, at all times

·      Upkeep of the Equal Opportunities Policy to ensure that there is a neutral working environment

·      Work in accordance with standard procedures within each Department

·      Carry out Company’s customer relation policy and communicate Hotel services to guests

·      Ensure a high standard of personal hygiene and grooming

·      Keep staff/work areas tidy, safe, and report any hazard, accident, loss or damage to Management and observe all requirements under Health and Safety at Work Act (1989).

Role 6: Assistant to the General Manager – Bank Apartments and Safehouse Cafe

·         Develop your teamwork skills and contribute to an efficient and effective team.

·         Take a hands-on approach to helping develop the team

·         Lead by example.

·         Embrace the spirit of camaraderie during unexpected moments, as we come together as to conquer any challenge that arises.

·         Help the team reach financial targets

·         Embrace versatility by lending a hand with various other duties as assigned, and work in other departments, if need be, showcasing your adaptability and commitment to our shared success.

·         Prepare meals into a visual masterpiece and a flavour sensation that delights every taste bud transforming our high standards into unforgettable experiences for our treasured guests.

·         Crafting drinks that tantalise the taste buds of our guests.

·         Take ownership of your workstation, ensuring it is fully stocked with supplies while keeping waste to a minimum, showcasing your commitment to sustainability.

·         Go the extra mile by assisting guests with any queries or providing expert advice, ensuring they have a truly exceptional experience that leaves them wanting more.

·         Embark on a continuous learning journey, attending all relevant departmental, apartments and company training, empowering yourself to flourish in this thrilling adventure.

·         Manage reservations for Bank Apartments and handle guest enquiries

·         Assist in administrative duties relating to Bank Apartments and Safehouse Café Bar

·         Safety is paramount and you will be a vigilant guardian of safety by promptly reporting any unsafe equipment, low supplies, or safety incidents to your manager, fostering a secure environment for all.

·         Embrace our safety procedures and don the necessary protective equipment, creating a safe haven for both guests and team members alike.

·         Recognising the importance of cleanliness and hygiene you will adhere to all cleanliness and hygiene procedures ensuring that the Safehouse Café Bar is always sparkling, and our kitchen is cleaned to the highest standard.

Role 7: Kitchen

·      Assisting with the general day to day running of their section

·      Understanding of HACCP and COSHH

·      Ensure that temperature readings are taken on a daily basis and taken accurately

·      Ensure that all kitchen equipment, fixtures and fittings are in good working order and to ensure that no item of equipment is misused.

·      Ensure all cleaning schedules are adhered to and hygiene checked daily.

·      Ensure that all food served from the kitchen is the required standard highlighted in the menu specification.

·      Ensure a high standard of personal hygiene and grooming.

·      Upkeep of the equal opportunities policy to ensure that there is a neutral working environment.

·      Participate in any training and personnel exercises designed to improve standards and performance.

·      Work in accordance with standard procedures within each department.

·      Keep staff/work areas tidy, safe and report any hazard, accident, loss or damage to management and observe all requirements under Health & Safety at Work act (1989).

Role 8: Accounts

• Assist with the monthly close and reconciliation process

• Updating and maintaining fixed asset register

• Processing supplier payments

• Cash flow reporting

• Preparing financial documentation as required

• Processing petty cash claims

• Assist with the monthly and annual reporting process

• Liaising with auditors as required

• Assisting with credit control

• Stock control

• Supporting the business according to its needs

What we need from you:

We are looking for engaging and enthusiastic students from Higher or Further Education with the ability to work well with fellow colleagues who are seeking an exciting placement programme in hospitality.

This is an opportunity to develop your skills and knowledge of the variety of the hospitality industry through the eyes of Belfast’s largest hotel group. The ideal candidate will meet the following criteria:

How do I deliver this?

We genuinely care about people, and we show this through living the Andras Hotels behaviours.

·         Teamwork – work cooperatively and effectively with others

·         Brand Hearted – understand and live the brand standards, exhibiting a positive, friendly manner with customers and colleagues

·         Diversity & Respect – welcome, include and demonstrate respect for all individuals from all groups

• Integrity – honest, respectful, and accountable