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Multi Skilled Team Member

3 months ago

Carlisle, Cumbria, United Kingdom Ibis Carlisle City Centre Full time
Multi Skilled Team Member

To deal with all guest enquiries, questions and requirements for reservations of Hotel rooms in helpful and speedy manner.

To support all other departments, especially Sales ensuring that all guests have an enjoyable stay with us and Hotel Room Sale has reached required level.

To be responsible for the day-to-day duties with accepting and entering individual/groups reservations. To help and advice non-residents / visitors with their general needs. Resolve guest problems and complaints as appropriately and professionally as possible.

Serves guests (prepares the dining room, provides waiter service and clears away) in the point of sale, in line with the F&B concept (restaurant, meeting room, breakfast, bar or patio).

Provides a high standard of service both in terms of welcome and waiter service.

Duties:

  • Responsible for the sales and management of all group bookings of 10 rooms or more that do not require catering (with the exception of breakfast).
  • This also includes the management of PCO group blocks relating to inventory, payment and group setup, where that group does not include catering.
  • Handle any other department issues related to groups (follow up on prepayment, routing, vouchers )
  • Preparation of group information sheets (group movements) and briefing of all involved prior to arrival of group.
  • Manage Hotel inventory in relation to group reservations and monitor potential wash of business.
  • Produce reports and statistics as requested by the Group Services Manager. This will include, but is not exclusive to, Group Wash and Business Turndown reports and 3month Group Forecasts.
  • Manage Group payments, cancellations, rooming lists and terms and conditions.
  • Maintains a precise filing system for all Group reservations and correspondence.
  • Ensure a prompt input of reservations and data for the next 3 month period for all group enquiries & bookings (within 24 hours).
  • Handle guest complaints and enquiries in an efficient and professional manner and ensure the Group Services Manager is informed of any guest feedback.
  • Maintains control of Guest History and implement policy and procedures.
  • Ensures a clear line of communication with other departments for special requests or other reservationrelated matters.
  • Clear communication with all staff in relation to all group related topics.
  • Ensure VIP and complimentary room night procedures are adhered to.
  • Ensure Accor brand and company standards are implemented and updated.
  • Ensure security and safety procedures are updated and implemented.
  • Perform the tasks of order taking and maximise sales opportunities through knowledge of product and suggestive selling. Ensure accuracy by repeating order(s) to the guests.
  • Take orders and send them to kitchen staff through the POS system.
  • Deliver orders promptly to the kitchen production area.
  • Check ordered meals on collection from kitchen and deliver to guests promptly to maintain temperature and appearance ensure items are announced.
  • Keep tables and service areas clean and tidy as per procedure manual.
  • Maintain hygienic food service techniques during service.
  • Take responsibility for your designated section and station.
  • When working in Room Service promptly answer telephone and maximise sales opportunities through knowledge of product and suggestive selling
  • Ensure room service trays and trolleys are setup correctly and collected promptly when guest(s) have finished.
  • Any other reasonable request as required by your Supervisor or Hotel Management.

Requirements:

  • Previous experience in a hotel or hospitality setting preferred
  • Strong attention to detail and ability to work with numbers accurately
  • Excellent phone etiquette and communication skills
  • Bilingual or multilingual abilities are a plus
  • Proficient in computer systems, including Microsoft Office Suite
  • Ability to work independently and handle multiple tasks simultaneously
  • Flexibility to work night shifts, weekends, and holidays
At our hotel, we value our employees and offer competitive benefits, including:

  • Health insurance options
  • Paid time off for fulltime employees
  • Employee discounts on hotel stays
  • Opportunities for career advancement within our company

Job Types:
Part-time, Permanent

Pay:
£11.59-£12.00 per hour

Expected hours: 37 per week

Benefits:

  • Company events
  • Discounted or free food
  • Employee discount
  • Free parking
  • Health & wellbeing programme

Schedule:

  • 8 hour shift
  • Day shift
  • Overtime

Ability to commute/relocate:

  • Carlisle: reliably commute or plan to relocate before starting work (required)

Work Location:
In person

Application deadline: 25/06/2024

Expected start date: 01/07/2024