Guest Services Associate

Celtic Manor Collection Job Description DEPARTMENT Front Office POSITION Guest Services Associate GRADE Team Member REPORTS TO Guest Services Supervisor, Reception Manager, Front of House Manager, Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their Senior Manager. POSITION OVERVIEW The Guest Services Associate role is to ensure that all guests are given a warm and friendly welcome to the hotel and roomed according to department standard. As a Guest Services Associate, your aim is to interact with guests, embrace our latest technology, and ensure a consistent level of service is offered at all times from the point of arrival, through to the time of departure. Guest Services Associate are required to have extensive knowledge of the hotel and the services provided by various outlets and to consistently provide a high level of service to all guests and colleagues, ensuring the provision of excellent Concierge services throughout the stay. GENERAL Responsible for helping to maintain a customer-focused culture, which support the values, expressed in the Hotel Ambition and the hotels business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the hotels Health and safety, Hygiene policies as well as all other hotel policies and procedures. Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager. Employees are encouraged to ask questions and to speak to each other. Budgets Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements. Controls Maintains an understanding of the controls in place that monitor performance of the Department. Structure Respects the organisational structure in place and the duties and responsibilities of all team members. Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives. Team Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external customer experience. Delivery Responsible for overseeing the front entrance and lobby area of the Hotel ensuring all guests receive a warm and friendly greeting on arrival and departure. Offer storage assistance with luggage to all guests upon arrival, departure and during their stay and to be pro-active in doing so. Answers the telephone promptly and courteously, using the correct Greeting. Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department. Responsible for all stock and the care and control of all professional equipment within your working environment. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Participates in monthly audits and checks on all equipment to verify its location and ensure its full, safe operation. Responsible for escalating any complaints to the Department Manager immediately, providing full details. Is responsible for helping to maintain a customer-focused culture, which supports the values expressed on the hotels Ambition and the hotels business goals. Reports for duty properly dressed in the assigned uniform and well groomed. Is totally familiarised with and complies with all the established Front Office procedures and the hotels policies. As a primary objective, greets all guests at any time in a friendly and helpful manner, and attempt to learn and use guests’ names at every opportunity. This is of utmost importance in the corporate goal of providing personalised service. Takes personal interest and pride for ensuring that the reception desk area is kept clean and in an orderly state at all times. Attends regular department meetings and training programmes. Keeps self-informed of all important notices regarding the business within the Resort. Offers rooming to all arrivals and informs guest of all hotel facilities available to them during their stay. Liases with housekeeping and other relevant departments, concerning special requests of guests. Ensures the Security procedures are followed in accordance to Departmental Standards Attends to guests’ queries and requests and reports to the Guest Services Supervisor, or Reception Manager any problems or complaints that require management attention. Establishes and maintains effective and positive relationships with his / her own team as well as with other departments. Ensures that resources are used effectively, minimising waste to protect our environment and to reduce costs. Performs related duties and special assignments as and when required. Handles reservation enquiries out of hours in accordance to the Resort availability and promote special offers and promotions. Courtesy call all arriving guests to ensure their rooms are to their satisfaction and record any comments or complaints and follow up as necessary Ensures accurate records of guest history are kept and regularly updated ensuring duplicate information is kept to a minimum. Training Responsible for attending all required training as scheduled. Leadership Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience. Is present for all briefings and debriefs conducted by the Supervisor on duty. Team Building Responsible for contributing to team building sessions both within and outside the resort. Checking Contributes to the gathering of information as directed by the Department Manager including customer feedback, staff feedback, financial performance and any other as required. Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered and in proposing changes within the department. Innovation Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.