Front Office Multi Skilled Team Member

5 months ago

Cardiff, United Kingdom Holiday Inn Cardiff North Full time

**Job profile**

You must be happy working customer facing at all times. From morning shifts until evening work. You will be trained to provide a multi-functional service required within Front of House, Bar, Food and Beverage and Housekeeping where applicable.

You will provide excellent counter and table service [when applicable] to the hotel’s guests and have complete knowledge of all food and beverage items offered on the menu.

You will be expected to be available 7 days a week and able to work a mixture of shifts, including both Day and Night shifts. There are currently three day shifts 7.00am to 3.30pm, 12.00pm to 8.30pm and 2.30pm to 11.00pm. There are two Night shift patterns, either 8.30pm to 7.00am or 10.30pm to 9.00am. Please note that shift patterns can change at any time based on the business need. You must be able to commute reliably to the Hotel and be able to work all of the shifts detailled on any day of the week.

**Job responsibilities**
- Be aware of all the various departments of the Hotel and to be able to communicate with them effectively.
- Receptionists check guests in and out, using a computerised system.
- Familiarise yourself with the Hotel’s check in/out procedures.
- Familiarise yourself with the Hotel’s Reception computer system.
- You issue keys to guests; either you provide guests with clear directions to their accommodation.
- You keep accurate records of which guests have arrived at, or left, the hotel. You make sure that any necessary information goes to the housekeeping, kitchen, maintenance, and management departments.
- You provide guests with information about local attractions and places of interest. You might provide additional services for the convenience of guests, such as ordering newspapers or taxis, storing valuables and taking messages.
- You make sure that guests receive their messages without delay, along with any mail that might arrive for them.
- Directing incoming calls and helping guests to make external calls.
- Familiarise yourself with clients who use the Hotel frequently and assist the Hotel in attracting more of the same.
- Hotel Receptionists prepare a customer's account when they leave the hotel. You put together the cost of additional items such as drinks, telephone calls and newspapers, and include them in the final bill.
- You take payment from the customer in cash, or by credit/debit card.
- Guests might come to the Hotel Receptionist with any queries or complaints - not all of which will be easy to deal with.
- Have a good knowledge of the Hotel’s charge rates.
- Have a good knowledge of the Hotel’s facilities.
- You must have a full understanding of the importance of proper Duty Handovers.
- Ensure that all Guest Registration Forms are filed out in full (to comply with the Prevention of Terrorism Act).
- Ensure that guest security and the Hotel’s security is maintained at all times, reporting anything suspicious to your manager.
- Ensure that all monies are accounted for and available for collection and inspection. You will be accountable for all money at reception whilst on duty (this includes float and all money paid in).
- Ensure that you have a good knowledge of the Hotel’s policy relating to Health and Safety and Fire Evacuation Procedures.
- In the event of an emergency, Hotel Receptionists have responsibilities such as helping people as they evacuate the building, calling the emergency services, and checking that all guests have reached safety.

**Specific Health & Safety**
- To take responsibility for the health, safety and welfare of yourself, other staff, guests and visitors who may be impacted by your work activities.
- Comply with and understand the company’s COVID 19 procedures.
- Ensure that while you undertake your role you abide by the Health & Safety at work Act 1974 and safe systems of work appropriate to your role.
- Carry out hourly floor walks and security checks.
- Fire Marshall when evacuating the building.

**Personal profile**

Personal Qualities

Be flexible to cover the business needs

Must have enthusiasm

Must be punctual and reliable

Must be adaptable

Skills / Qualities

Strong sense of ethics

Autonomous and sense of responsibility,

Ability to work independently,

Be self-motivated,

Positive,

Good interpersonal skills, guest oriented and service minded,

Team spirit,

Good listening skills and ability to anticipate,

Good presentation and confident speaking skills,

Fluent in English

Dynamic,

Sales oriented,

Copes well under pressure,

To be able to follow food hygiene policy requirements,

To have a good understanding of H&S regulations.

**Special Notice**

During the course of duty you will have access to certain information which demands the utmost confidentiality and discretion must be exercised at all times.

Due to the nature of the industry, flexibility in working hours is essential.

**Job Type**: Zero hours contract

**Salary**: Up to £10.42 per hour

**Benefits**:

- Company

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