Ibis City Centre

**Guest Service Agent - 40 hours**

**Hotel**:IBIS City Centre,100 Castle Street, Belfast, BT1 1HF

**Department**: Front Office

**Reports to**:Front Office Manager

**Rate of Pay per Hour**:

- **Under 18** - £8.00
- **18-20 yr Olds**:

- £9.29
- **21 & Over**:

- £10.26

**About us**
Andras Hotels is Northern Ireland’s largest hotel group and we are proud to have been at the forefront of hospitality for the past 30 years. We subscribe to the Hospitality Employers Charter, which means we are committed to provide training, development and support to all of our team members. We offer a range of staff benefits and opportunities to grow your career in our fast-growing company.

**What is the job?**

Within this customer facing role you will be a key player in enhancing the guests experience and driving brand loyalty. This is a hands-on role managing the guest’s expectations from check in to check out and playing a crucial part in the day-to-day running of food operations. You may at times assist other departments to ensure an excellent service is provided to our guests.

**What we offer**
- Discounted hotel rates at 6000 hotels worldwide
- Health Care Cash Plan
- Increased annual leave with service
- Recruit a Friend Scheme
- Employee of the Month Award
- Staff meals while on duty
- Discounted rate at Bodyscape Health Club based at Crowne Plaza
- Andras Academy - Training & Development Programmes & progression opportunities within the Andras Hotels Group
- Hotel Incentive scheme.

**Your day to day**

**Front Office**
- Achieve individual and departmental objectives
- Recognising Loyalty Club Members and returning guest.
- Check in/check out guests according to procedure, issue room keys, provide information on hotel services and room location.
- Answer the telephone in a prompt and courteous manner.
- Up
- sell rooms and additional services to maximise hotel revenue
- Ensure prompt resolution of customer issues, requests and enquires
- Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow up
- Accurately process cash and credit card transactions using established procedures
- Be full conversant and comply with the Health and Safety procedures of the hotel.
- Immediately report any Health and Safety incidents, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
- Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
- Implements Brand Projects and identifies features such as the hotel loyalty scheme, bringing the Brand concept to life on a day-to-day basis
- Good local knowledge enabling you to provide information to guests of local tours, attractions etc.

**Food and Beverage**
- Achieve individual and departmental objectives
- Serve food and beverages to the standards set out by the hotel at all times.
- Follow the food and beverage sequence of service set out by the hotel at all times.
- Prepare food, including our 24/7 menu options to the highest standards
- Comply to the highest standards of cleanliness, safety and hygiene regulations at all times
- Clear and refresh lobby and restaurant tables (and conference room if relevant)
- Upsell food and drink items including any daily specials
- Responsible for the cleanliness of all equipment used to serve guests
- Demonstrate service attributes in accordance with industry expectations and company standards including attentiveness, anticipation, accuracy and maintaining high levels of knowledge about the products and services offered by the hotel.
- Participate in any training sessions, briefings and meetings as and when requested.
- Adopt the hotel brand behaviours.

**What we need from you**

**Essential**:

- Experience within a customer service role
- Basic level of IT proficiency
- Ability to work in a fast-paced environment requiring flexible working and a genuine willingness to help guests and colleagues in the Hotel.

**Desirable**:

- Experience within the Hospitality Industry

**How do I deliver this?**

**Heartist Transforming”**:

- Offering guests a different experience, creating emotion, forging lasting relationships built on courtesies, moments and memories, also means allowing spontaneity, encouraging initiative and letting every employee express their personality.

AccorHotels sees a **“Heartist”** in each employee — a master of the art of hospitality who serves others from the heart, with curiosity and inventiveness and therefore always strive to:

- Make guests feel **welcome**:

- Make guests feel **heart-warmed**:

- Make guests feel **incredible**:

- Make guests feel like they **belong**.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

**_The statements in this job description are intended to represent the key duties and level of work _**_being per