Hampton by Hilton - Reception - Guest Service Agent
Hampton by Hilton - Reception - Guest Service Agent
About Us
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 provide 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.
What is the job?
This is a crucial role within a dynamic and fast paced environment. 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 playing a crucial part in the day-to-day running of front of house operations. You may at times assist other departments to ensure an excellent service is provided to our guests.
Hours
24 hours per week available.
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 Programs and progression opportunities within the Andras Hotels Group
· Work for globally renowned Hotel Brands
· Reward Club Incentive Scheme
· Hotel Incentive scheme
About this role
Your day to day
Welcome the guest with full attention and a warm smile
Ask guest to fill in registration card and reconfirm guest booking in computer system with guest, i.e. no of nights stay, non-smoking room choice, rates etc.
Check method of payment and take imprint of credit card or cash deposit (also take vouchers etc. if applicable). You are responsible for accounts of guests, which you have checked in
Enquire if guest would like restaurant reservation, newspaper or wake up call, etc.
Enquire if guest would like assistance with luggage
Hand guest key/key card and indicate room number in discreet fashion and indicate location of lifts and restaurant
Be familiar with sales and promotional activity and upsell at every possible opportunity
Answer switchboard (where appropriate) in a speedy, professional manner with an appropriate greeting
Liaise with reservations on a daily basis ensuring all relevant correspondence is at hand
Ensure that all information is entered into Brilliant System in a correct and timely manner
Ensure all reservations are accepted, recorded and confirmed (where appropriate) in accordance with company policy and in an efficient, courteous and professional fashion and file all correspondence accordingly
Ensure the Housekeeping department is aware of all guest requests etc.
Ensure all guest mail, faxes and messages are recorded accurately and passed to porters for prompt delivery
Ensure all cash, charge, float and till procedures are carried out in accordance with company policy
How do I deliver this?
“Hamptonality” is a term that the brand uses to define the proactive, friendly service that Hampton hotel team members offer guests daily, aligning with the product and amenities at the hotels.
Each member of the Hampton team is committed to anticipating and fulfilling guests' needs and therefore always strive to be:
• Friendly: I always go out of my way to be friendly to my colleagues and to guests
• Authentic: I am authentic and true to the brand
• Caring: I am caring and compassionate, I am always eager to lend a helping hand
• Thoughtful: I am thoughtful and consider the best course of action
• I find surprising ways to approach a challenge.
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.
The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.
What you will need
Required criteria
- Experience within a Receptionist role
- Excellent communication and listening skills
- Customer service skills
- High level of IT proficiency
Desired criteria
- Experience within the hospitality industry
- 5 GCSEs including English and Maths at grade C or above or equivalent qualification
- Proven experience with Front Office Management systems
