Job Title : Guest Service Agent
Responsible to : Service Managers, Assistant Manager, General Manager
Department : Reception/Restaurant
Location : Express by Holiday Inn, 160 University Street, Belfast
Rate Of Pay : £6.00 per hour
Experience : Relevant
Qualifications : 5 GCSEs at Grade C or above including Maths and English
Relevant experience
Purpose of Job : As a Guest Service Agent, you have the joint responsibilities of working within the Hotel Reception and Restaurant Areas. The reputation of the hotel rests to a large extent on the ability of you to satisfy its customers. You are expected to be well presented and to treat the customers in a friendly and professional manner.
Main Purpose : To assist guests in all functions which take place in the Front of House area as detailed above.
Main Duties:
When Working at Front Desk
- Greeting all guests and establishing how to be of assistance
- Checking guests in and out
- Ordering guest newspapers.
- Pre-registering Priority Club Guests and providing a Priority check in
- Offering Priority Club membership to all non member guests
- Taking reservations through a manual reservation form and entering these into the Lanmark reservation system
- Preparing registration cards and back up for the next days arrivals
- Checking all reservations made via Holidex are in Lanmark (central reservations system and in house computer system respectively)
- Using a personal cash float and maintaining float at correct amount.
- Check and answer e- mails.
- Monitoring Guest Ledger balances and alerting guests if method of payment is not valid
- Taking cash, cheque or debit card payment on arrival along with a photocopy of guests photographic i.d. or a cash deposit
- Informing colleagues of guests who are paying by cash, cheque or debit card and therefore need to pay for extras up front
- Operating the Sopho Supervisor switch board and directing calls to the correct person, taking messages where required and ensuring these reach the intended recipient
- Providing business services to guests such as sending faxes and photocopying
- Completing N.I.T.B. monitoring form
When serving in restaurant or bar
- Using a personal cash float for all cash transactions, maintaining this float at the correct amount
- Following set cash up procedures as defined by in house accounts department
- Serving food and drinks to guests (in bar, restaurant & conference rooms)
- Ensuring all utensils used are always clean and free from chips and cracks.
- To have a knowledge of all food and beverages available.
- Clearing and resetting restaurant
- Clearing and refreshing conference rooms
- Setting up breakfast buffet to Holiday Inn standard
- Taking part in shift briefing sessions
Responsible for:
- Following cash up procedures as detailed in training
- Maintaining individual float at correct amount
You can download our application forms from the following links
HR Department
Andras House
60 Great Victoria Street
Belfast
BT2 7BB
