Guest Services Assistant

ESSENTIAL JOB RESPONSIBILITIES:
 Complete an effective and efficient check-in/out service to all guests in line with IHG brand standards ensuring every
opportunity to upsell services in the hotel is maximised
 Have full knowledge of all the Guest Service Assistant tasks and ensure all duties are carried out to department standards and
any problems are dealt with promptly and professionally.
 Ensure you arrive on time for shift and are dressed to the uniform standards required
 Assist the handling and resolving of guest problems or complaints recording it onto a service recovery form. Advise GSS or
GSM of all actions taken or escalate as appropriate.
 Ensure the Bar, Restaurant & Meeting Rooms are set up, checked and are to company and brand standard. Including any
booked meal requirements
 Work flexibly across the department to ensure the breakfast, lunch and dinner operation runs smoothly throughout the hotel.
Assist as necessary during peak times across the department as per the business and guest needs
 Ensure the front office/reception area and bar is kept clean and tidy at all times and that you adhere to both the Health &
Hygiene and licensing laws as applicable
 Ensure you complete the appropriate training programme i.e. department Induction (Day one and Week one), Company
Orientation and department skills training as per the Standards of Operation
 Attend meetings as required
 Ensure all payments received and posted to PMS and correct paperwork completed for files
 Ensures all hotel services are provided in line with guest requirements
 Be flexible in your role to provide cover for the team during annual leave and all other absences including working nights and
weekends when required.
 Process accurately all food and beverage orders through the nominated I.T Systems, ensure signatures are gained and these
are checked off to the correct bill/room
 To be fully aware of and observe all security procedures including General Data Protection Regulations and Payment Card
Industry Data Security Standards.
 To be fully aware of the hotel cash handling and credit procedures and to account for any discrepancies at the end of the
shift.
 To be fully aware of and adhere to Health and Safety, Fire, Bomb Threat, Security and Payment Card Industry Data Security
procedures laid out by the hotel and company.
 To be fully aware of and comply with hotel and company rules and regulations as identified in the team member handbook.