Guest Service Agent

2 weeks ago

Bridgwater, United Kingdom HOST 2 Ltd Full time

Job Summary:
The Front Office Guest Service Agent reports to the Front Office Assistant Manager and is responsible for supporting the successful performance of the Front Office Department by ensuring a professional, friendly and highly efficient customer service experience is delivered to our guests.

**Responsibilities**:

- Create and sustain a work environment that embraces the HOST mission, culture and values and consistently role models those behaviours
- Ensures fair and equitable treatment of all Team Members in line with HOST’s equality and diversity policies and procedures.
- Focuses on the brand essence ‘a good night’s sleep means a good day’s work’
- Supports Managers and fellow colleagues maintain the defined standards. Works with colleagues at all levels to deliver a consistent level of quality service.
- Knowledgeable of all reservations and Front Office policies and procedures
- Responsible for the entirety of the customer journey from making a booking and pre-arrival through to the departure
- Process all aspects of guest bookings from new bookings, extensions, cancellations and amendments
- Process no shows and cancelled reservations in line with current terms and conditions
- Provide an efficient checking in and out process for all guests accommodating special requests whenever possible
- Ensures any relevant information is handed over to the following shift to ensure consistency of service to the guests
- Thoroughly understand and adhere to all cash handling and payment policies and procedures
- Ensure daily checklists are completed in a timely fashion
- Maintain clear and effective communication channels with all other departments and subcontractors
- Always maintain a friendly yet professional relationship with campus guests, visitors and fellow colleagues
- Handle and resolve guest complaints proactively and in a professional manner
- Maintain a neat and tidy Front Desk area
- Ensures all written and verbal communication is professional in tone and suitable for its audience
- Receipt, record and distribution of any post and packages delivered to the Front Office
- Ensure they are knowledgeable as to the requirements of the relevant standard operation procedures (SOPS)
- Coordinate room status updates with the housekeeping department
- Knowledgeable of the campus and guest accommodation facilities and services provided
- Competency in using all Front Office equipment
- Escalate anything unusual to management/duty managers
- Keep abreast of all activities and meetings scheduled at the campuses each day
- Attend department meetings where required
- Knowledgeable of the department’s safety and emergency procedures
- Manage lost property in accordance with the lost property standard operating procedure
- Processing bookings for additional services such as the MUGA pitches, gyms and Car parks
- To understand, implement and contribute to their role within the objectives outlined in the Occupational Health and Safety, Environmental and Quality Policy Statements
- Any other duties reasonably required of you to support the department or business as needed.

Qualifications and Skills:

- No previous reception experience required although would be advantageous
- Must have strong organisational and office administrative skills
- Must have excellent customer service skills
- Must be highly personable with the ability to build relationships at all levels of the business
- Must have a meticulous attention to detail
- Must be able to work on their own initiative
- Must have excellent communication skills adaptable to a wide range of audiences
- Must be proficient in IT/Microsoft Office and payment handling

Successful applicants must be willing to undergo Baseline Personnel Security Standard vetting and obtain a DBS certificate. This standard is designed to provide a high level of assurance as to the honesty, integrity and values of individuals who are required to work at a Nuclear Licensed Site or may have access to sensitive nuclear information

Pay: £28,086.00 per year

**Benefits**:

- Company pension

Schedule:

- Day shift
- Holidays
- Night shift
- Weekend availability

Work Location: In person

Application deadline: 31/05/2024
Reference ID: GSASCMC

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