Guest Service Agent

2 weeks ago

London, United Kingdom London Town Group of Companies Ltd Full time

**Job Title: Guest Services Agent / Receptionist**

**Purpose of Job: To ensure all Front Office duties are complete and guest queries are dealt with in a professional manner.**

**Responsible to: Front Office Manager / Operations Manager**

**Main Duties**:

- Welcomes visitors by greeting them, in person or on the telephone; answering or referring inquiries.
- Directs visitors by maintaining employee and department directories; giving instructions.
- Maintains security by following procedures; monitoring logbook; issuing visitor badges.
- Maintains telecommunication system by following manufacturer's instructions for house phone and console operation.
- Maintains safe and clean reception area by complying with procedures, rules, and regulations.
- Maintains continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
- Contributes to team effort by accomplishing related results as needed.

**Main Responsibilities**:

- To ensure that phones are answered in a professional and efficient manner within three rings as per company standard.
- To ensure all calls are diverted to the relevant area and messages are taken and passed on in a professional manner.
- To ensure all arriving guests are greeted to company standard, checked-in in a timely manner and allocated clean vacant rooms to meet their requirements & preferences.
- To take responsibility for ensuring credit is approved on arrival in the hotel through Credit card authorization, prepayment or company/Agent bill back.
- To take responsibility for ensuring all guest bills are settled on departure by a valid method of payment
- To communicate with the Food & Beverage team in handling Conference charges and accurate postings.
- To handle payment and billing for Paymaster & conference accounts and inform the Front Office Manager of any discrepancies or issues that may prevent payment being received.
- To take responsibility for the days banking while on shift, including float outages, petty cash slips & credit card transactions. Including balancing at the end of each shift.
- To assist the reservations department. Ensuring calls are not turned away out of hours and all faxes are inputted for on the day business.
- To ensure accurate and complete entries into system in accordance with established procedures.
- To ensure all queries from both external & internal guests are handled in a professional and friendly manner. Ensuring all deliveries are signed for, checked & passed to the relevant person.
- To take responsibility for guest personal mail ensuring it is sent to their room or handed to them on check in.
- To handle guest luggage and belongings in a safe and secure way. Ensuring that all luggage is tagged and stored in a locked room.
- To assist in the overall security of the hotel by alerting Hotel management to anything suspicious.
- Ensuring that all guest information is kept private and not given to anyone who is unauthorized by Hotel Management this includes credit card and payment details.
- Abiding by the Strict security policy when issuing guest bedroom keys.
- To proactively ensure you are knowledgeable of hotel facilities and policies including local amenities etc. to ensure the guest has a positive experience.
- To cross-sell all hotel facilities, e.g. food & beverage, meeting rooms etc.
- To assist the Food & Beverage department whenever necessary, whether it is serving guests or assisting in functions or events
- Deal with guest complaints in a friendly and efficient manner ensuring guest satisfaction at all times, recording all issues. All complaints should be passed to the Duty Manager.
- To sell bedrooms at the London Town Hotels Group and where possible upsell other hotels associated with Mercure Hotels.
- To participate in all quality management programs involving test calls, mystery shopper or internal standards monitoring, e.g. audits.
- To actively seek any Maintenance issues and log in Opera as per the procedure.
- To have a full understanding of the hotels’ fire procedures to ensure safety of all staff and guests at all times.
- Accepts flexible work schedule necessary for uninterrupted service to hotel guests.
- Continuously seeks to endeavour to improve the hotel’s efficient operation, and knowledge of own job function.
- To attend daily training meetings and departmental meetings as requested.
- To wear presentable full uniform and name badge when on duty.
- To ensure a high standard of personal hygiene and grooming.
- To be on-time for all shifts and to ensure that you sign in and out for every shift worked. To ensure time sheet is signed weekly by manager.
- To attend seminars / training courses as required.
- To carry out any other ad hoc duties as directed by all management.
- To comply with the company policies regarding the following:Fire, Health & Safety, Food Hygiene, Security

**The job holder will also**:

- Observe and adhere to the companies’ policies and procedur

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