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Guest Service Assistant

4 months ago

London, Greater London, United Kingdom The Rathbone Hotel Full time

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

Operational Responsibilities
Guest Service

  • To ensure that all the guests receive excellent customer service in accordance with hotel standards.
  • To ensure all tasks/responsibilities delegated to you are actioned daily.
  • To Check In/Out guests according to Hotel Standards.
  • To ensure that payment is verified upon check in and follow the procedure for each different payment type.
  • To have a current knowledge of events in London and restaurants / bars so guest information can be provided.
  • Ensure room allocations on a nightly basis are correct and all special needs / requests are met
  • Be aware of all account procedures and ensure they are followed, liaising with the RS / RM in the process.
  • Ensure all rates are correct based on the instructed selling rates and that the confidential rates are not submitted to the client.
  • Check each day the float balances. If there is a discrepancy it must be investigated immediately and corrected.
  • To maintain and update an accurate guest history / marketing database as laid down in departmental procedures.
  • Always inform guests about the breakfast, bar/room service opening and closing times.
  • Assist with customer / guest bill queries.
  • Ensure all external contractors are signing in/out according to fire regulations.
  • Build the necessary skills to perform and organise your duties in the most efficient and proactive manner, therefor providing attentive and prompt service.
  • Always ensure a speedy telephone and message service, ensuring no more than three rings at all times.
  • Learn lobby bar beverage offering and be confident in offering and service guests both non and alcoholic beverages
  • Post checks in Micros POS
  • To be demanding and critical to service standards as well as hygiene standards.
  • To constantly aim to please our guests with a 'can do' approach.
  • Project professionalism, friendliness, and helpfulness.
  • To maintain a general atmosphere of tranquility in the department, never giving the impression that there is a problem.
  • Manage guest queries in a timely and efficient manner
  • Learns guest names and personally recognise our regulars
  • Courteous when passing or seeing Guests or Hotel Team members saying
  • Good Morning/Afternoon or Evening
  • Proactively assist in all areas Front of House with adhoc duties to ensure the needs of our internal and external guests are met
  • As an ambassador of the hotel, keeping yourself well informed at all times of matters relating to the hotel and local area in order to answer questions from either our guests or from fellow team members
Product

  • To verify constantly that our offerings in all aspects are consistent with the hotel standards.
  • To report any maintenance issues in the workplace to your manager and maintenance.
  • Be knowledgeable of all the SOP's, Risk Assessments, Hygiene standards, products, and services that the hotel provides, projecting confidence and professionalism.
  • To have full knowledge of all Hotel Facilities and offerings.
  • Ensure cleanliness and excellent maintenance of the Reception Desk
  • Ability to upsell the services of the Hotel.
  • Assist with restocking and replenishment of supplies.
  • To handle Gust belongings with care
  • Ensure all cupboards are closed.
  • To carry out any reasonable duties and responsibilities as assigned and action all reasonable requests in a timely manner.
  • Maintaining strict control of keys
  • To be able to use all computer systems.
General

  • Report to your manager at the end of every shift when she/he is on duty. Ensure all duties have been completed.
  • Ensure that the Shift checklist is completed daily according to standards.
  • Ensure all daily reports have been updated On and Offline.
  • Knowledge of all Guest Names and Regular Guest requests.
  • Assist in other areas of the hotel and its other properties as instructed
  • Attend and participate in team meetings and training sessions
  • Ensure all rubbish and waste is disposed of safely
  • To report any lost and found according to the lost & found procedures
  • Maintaining a safe environment for colleagues and guests
  • Knowledgeable and Comply with all Statutory Regulations:
  • fire and emergency procedures
  • Hygiene regulations
  • Health & Safety regulations
- safe lifting and carrying techniques
- manual handling
- use of protective clothing
- use of hazard signs
- use of detergents and cleaning products
- maintenance procedures and quality control

  • Security procedures
  • Any other procedures that are subsequently added by Management
  • Be an excellent people person, showing respect for customs and culture.
  • Proactively assist in all areas Fro