Guests Service Ambassador

5 months ago

Stortford, United Kingdom DownHall Full time

**Job Title**: Guests Service Ambassador

**Reporting To**:Front of House Manager

**Purpose of the Role**: Provides first-class customer service, showing guests to their rooms and answering any questions they may have about facilities. Serves as the first point of contact that guests or passengers have at hotel, making them feel welcome and comfortable at their choice of accommodation.

**Commitment to Excellence: Every member of our team is expected to ensure that the hotel guests comfort, satisfaction and well being is catered for in a friendly, helpful, efficient and personalized manner at all times.**

**KEY RESPONSIBILITIES**

**Job Function**:

- Explains features of rooms and accommodation facilities
- Tends to the needs of guests or passengers for the duration of their stay
- Delivers newspapers to guestrooms
- Runs errands for guests or passengers, in some cases
- Parks and retrieves guest vehicles, in some cases
- Calls taxis for guests
- Carries departing guests' or passengers' luggage to cars or taxis
- Maintains appearance, cleanliness, and safety standards in hotel and lobbies
- Ensures guests and passengers leave safely in the event of an evacuation
- Reports to head porter
- Assists concierge, reception, housekeeping, and restaurant staff as required
- Present guest accounts as and when requested.
- Ensure money received in relation to guest accounts is recorded accurately through the PMS system and processed as per company standard.
- Ensure all money taken whilst on shift is reconciled and balanced before the end of the shift. Ensure all the correct reports are printed and any cash banked as per company procedures.
- Ensure that the Reception floats always have a suitable level of change present.
- Report any float or safe discrepancies to the Duty Manager.
- Banking discrepancies should be highlighted to the Duty Manager.
- All accounting procedures in relation to the Night Audit should meet company standard and be made accessible for the Accounts department.
- Ensure that the firebox and In-House guest records are kept secure and updated every two hours.
- To deal tactfully and thoroughly with any customer comments and ensure they are recorded in the Duty Manager’s log with any action required.
- To ensure that the Gym complex is secured by 9pm every evening and re-opened for guest use by 6am every morning.
- To carry out ‘on the job’ training sessions as and when necessary. To report to the Duty Manager where any further training is required.
- To adhere to reasonable instructions and requests given to you by the Management team.
- To ensure that all team members on duty are wearing the correct, clean and tidy uniform.
- To keep the Duty Manager advised of any internal or external matters which are pertinent to the smooth running of the department
- Ensure that personal and working standards of cleanliness are adhered to
- Carry out Health and Safety audits and report any defects for remedial action to the Duty Manager
- Ensure all equipment is functioning and well maintained. Follow up with the relevant personnel any property repairs and isolate any areas that do not meet the high standards of maintenance expected by our guest
- Ensure you adhere to policies and procedures as set out in the staff handbook.

**Own Transport is essential**

**Job Type**: Permanent

**Salary**: Up to £25,480.00 per year

**Benefits**:

- Discounted or free food
- Gym membership
- On-site parking

Schedule:

- 8 hour shift

Supplemental pay types:

- Tips

COVID-19 considerations:
Work Location: In person

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