Guest Service Agent

7 months 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

  • Guest Service Agent

    7 months ago

    London, United Kingdom Guest Experience Full time

    **_Be our star, join us and create your own successful story _** We are currently looking for **Guest Service Agent** to join our team in **Meliá** **White House** **_ Our Benefits Package Includes:_** - **Competitive Salary**: - **Holidays**: 28 days’ holiday including 8 public holidays - **Contributory pension scheme and Life Assurance**: -...

  • Guest Service Agent

    6 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is to know that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. **About Meliá White House Hotel NW1 3UP** Meliá...

  • Switchboard / Guest Service Line Agent

    6 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...

  • Switchboard / Guest Service Line Agent

    7 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** It means knowing that you have started one of the most exciting journeys of your life, a journey in which inspiration will always accompany you. Do you dare to be the owner of your professional career in an inspiring world? **About Meliá White House Hotel NW1 3UP** Meliá White House is a modern and elegantly...

  • Switchboard / Guest Service Line Agent

    7 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of the...

  • Guest Service Agent

    7 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is to know that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. **About Meliá White House Hotel NW1 3UP** Meliá...

  • Guest Service Agent

    6 months ago

    London, United Kingdom Guest Experience Full time

    **“The world is yours with Meliá”** #LI-IV1 Joining Meliá is to embark on a journey without borders because the possibilities of growing and training here are endless. It is knowing that the world is yours and that you can work in many countries. And all with the feeling that you are part of a big family. It means knowing that you have started one of...

  • Guest Service Agent

    1 week ago

    London, United Kingdom Shangri-La Hotel at The Shard Full time

    Guest Service AgentDo you find joy in making guests happy, turning their expectations into unforgettable moments?Can you envision yourself as the voice behind the scenes, the one who provides seamless service to guests who call or email for dining reservations, and beyond?As a Service Centre Agent, you'll be the backbone of our operation, ensuring every...

  • Guest Service Agent

    7 months ago

    London, United Kingdom The Standard Hotel Full time

    **Guest Service Agent**: **Guest Service Agent**: **Guest Service Agent - £13.77 per hour / £28,861 per year - Full Time Work (Average of 40 hours a week)** The Standard is one of the most culturally engaged hotels in the world. Hotels with real cultural life, an inclusive spirit and true creative attitude. A destination layered with events and amusements...

  • Guest Services Agent

    6 months ago

    London, United Kingdom Hotel 41 (London, Victoria) Full time

    The Front Office department is looking for a passionate **Guest Services Agent** to provide guests with outstanding service in this stunning hotel. This position has excellent progression opportunities and would be suited to someone with an enthusiastic personality and someone who is proud to work in a luxury environment. Shift patterns will be on a "4 Days...

  • Guest Services Agent

    6 months ago

    London, United Kingdom Hotel 41 (London, Victoria) Full time

    The Front Office department is looking for a passionate **Guest Services Agent** to provide guests with outstanding service in this stunning hotel. This position has excellent progression opportunities and would be suited to someone with an enthusiastic personality and someone who is proud to work in a luxury environment. **Shift times **are 7.00 - 15.30pm...

  • Guest Services Agent

    6 months ago

    London, United Kingdom The Rubens at the Palace (London, Victoria) Full time

    The Front Office department is looking for a passionate **Guest Services Agent** to provide our VIP guests with outstanding service in this stunning hotel. This position would be suited to someone with an enthusiastic personality and proud to work in a luxury environment with great attention to detail and multitasking skills. **Position**:Full time / 5...

  • Guest Services Agent

    4 months ago

    London, United Kingdom The Hari Full time

    Welcome the Family, welcome to The Hari!A beacon of modern luxury and impeccable service. A destination for locals to love and guests to discover. At The Hari our legacy in hospitality is fused with a relaxed sense of elegance and an eccentric touch of wit. The outcome is a rich tapestry of design and comfort reflecting the cultural diversity and nuanced...

  • Guest Services Agent

    7 months ago

    London, United Kingdom Red Carnation Hotels Full time

    Guest Services Agent***luxury hotel in London*** Incredible benefits The Front Office department is looking for a passionate  Guest Services Agent  to provide guests with outstanding service in this stunning hotel.  Working pattern: 5 days on 2 days off/ 40 hours per week. We are looking for someone with previous hotel Guest Services Agent...

  • Guest Services Agent

    4 months ago

    South West London, United Kingdom The Hari Full time

    Welcome the Family, welcome to The Hari!All the relevant skills, qualifications and experience that a successful applicant will need are listed in the following description.A beacon of modern luxury and impeccable service. A destination for locals to love and guests to discover. At The Hari our legacy in hospitality is fused with a relaxed sense of elegance...

  • Guest Services Agent

    3 weeks ago

    London, United Kingdom Royal Lancaster London Full time

    Join the team that Always Cares!Are you the type of person that gets out of bed on the right side every day? If so, we would like you to come and join us as a Receptionist (Guest Service Agent) at the Royal Lancaster London, where we encourage your personal development and growth. We are located next to Lancaster Gate tube station, and a short distance from...

  • Guest Services Agent

    6 months ago

    London, United Kingdom Front Office Full time

    #JoinOurHappiness Are you the type of person that gets out of bed on the right side every day? If so, we’d like you to come and join our happiness as a Receptionist (Guest Service Agent)! Here at the Royal Lancaster London, our goal is to be the happiest hotel in London and it’s our people that deliver it with their fun and caring attitude. We are...

  • Guest Service Agent

    6 months ago

    London, United Kingdom Zedwell TCR - Reception Full time

    An exceptional opportunity has arisen for a passionate Guest Service Agent to be part of the Front Office Team at a Criterion Hospitality property located in TC. We are a passionate and creative company looking to bring innovation into to our real-estate, hotels, and other parts of our business. If your next role involves drive and passion for innovation,...

  • Guest Service Agent

    7 months ago

    London, United Kingdom Hotel Indigo - Reception Full time

    An exceptional opportunity has arisen for a passionate Guest Service Agent to be part of the Front Office Team at a Criterion Hospitality property located in Piccadilly Circus. We are a passionate and creative company looking to bring innovation into to our real-estate, hotels, and other parts of our business. If your next role involves drive and passion...

  • Guest Services Agent

    6 months ago

    London, United Kingdom The Langham London Full time

    **Guest Services Agent**: **Guest Services**: The Langham, London; Europe’s first Grand Hotel and Forbes 5* rated property, is currently recruiting for the Guest Services Agent to join our talented Guest Services team. We are currently seeking to recruit a true hospitality professional, with the flair to deliver service at the highest level. As a Waiter,...