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Guest Service Representative Apprentice

Radisson Blu Hotel Mancester Airport
Pay: £81.90 Weekly
Location: Manchester Manchester United Kingdom
Category: Entry Level
Available from: Oct 2014
Finishes on: Ongoing Position
Type of work: Full Time, Indoor & Outdoor
Job reference: E01468070
Customer Service/Call Centre 2014-09-16 2014-09-30

Job Description

POSITION: Guest Service Representative







DEPARTMENT: Front Office







REPORTS TO: Guest Service Manager







PRIMARY OBJECTIVE OF POSITION







To increase customer satisfaction by providing efficient, prompt, trouble free and courteous Font Office service connected with arriving, and in-house guests, in line with the hotel’s guidelines, and Radisson BLU corporate guidelines and service concepts.







TASKS, DUTIES AND RESPONSIBILITIES







PROVIDE THE HIGHEST STANDARD OF SERVICE TO GUESTS



  • Is available to register, process, and greet guests promptly.

  • Checks the daily arrival list.

  • Welcomes customer to the hotel.

  • Responds to customer requests for information about the hotel and its surroundings.

  • Arranges for special services requested by the customer.

  • Stays current with developments in the hotel by reviewing the communication log book each shift; updates log book for next shift.

  • Arranges fulfilment of customer services by working with:

    • Bell staff 

    • Housekeeping 

    • Reservations 

    • Room Service



  • Allocates rooms and issues appropriate keys.

  • Follows-up and verifies arrivals by updating registration cards in regards to spelling of guest’s name, address and method of payment.

  • Changes room rates and guest rooms if approved by Service Manager.

  • Handles incoming guest room reservations.

  • Handles reservations for guests with rental cars, restaurants, etc.

  • Is aware, at all times, of current room status and room availability.

  • Is aware of Radisson BLU service concepts.

  • Is fully aware of, and knows how to handle, all current and future hotel promotions.

  • Utilises yield management to maximise room revenue.

  • Increases hotel revenue by promoting food and beverage alternatives within the hotel.

  • Knows the names of key people within Radisson BLU and Rezidor.

  • Minimises loss of revenue by adhering to all established credit procedures

  • Insures all guests establish credit upon check-in.

  • Monitors customer accounts to insure adherence to hotel credit limits by completing high balance reports and verifies accuracy of registration information.

  • Improves timeless of cash flow by adhering to established credit and inventory control procedures.

  • Receives proper approval codes for cash and credit card paying customers.

  • Identifies and records special billing instructions and notifies accounting and Service Manager.

  • Completes Shift closing accurately by getting appropriate approval signatures and authorisation codes.

  • Adheres to hotel polices regarding the use of cash banks.

  • Communicates effectively with guests, colleagues, and supervisors.

  • Demonstrates teamwork by co-operating and assisting colleagues as needed.

  • Handles difficult situations effectively.

  • Communicates open and closed dates, availability and condition of rooms to Service Manager.

  • Keeps effective key control.

  • Ensures that guest mail and messages are delivered promptly.

  • Demonstrates a working knowledge of all services and facilities of the hotel, and effectively assists the hotel’s guests.

  • Issues safety deposit boxes to guests upon request.

  • Uses the ABC approach to respond to negative comments and complaints; and notifies Service Manager immediately for appropriate follow-up.


KNOWLEDGE OF FRONT OFFICE TECHNOLOGY



  • Is fully conversant with the hotel reservation system.

  • Is able to operate switchboard, telefax, key equipment, credit card, machines and printers, hotel alarm systems, and other Front Office equipment.


SECURITY, HEALTH AND SAFETY



  • Ensures that own cash is secure at all times.

  • Ensures all discrepancies in own cash are declared to the Service Manager and Controller.

  • Ensures that guest details are not disclosed.

  • Maintains high confidentiality in regards to guest privacy.

  • Takes action on any suspicious behaviour of guests and staff and reports to Service Manager and Security for proper follow-up.

  • Informs Service Manager and Executive Housekeeper regarding lost and found objects.

  • Ensures that all potential and real hazards are taken care of immediately, and are reported appropriately.

  • Fully understands the hotel’s fire, emergency, and bomb procedures.

  • Follows emergency procedures to provide for the security and safety of guest and employees.

  • Works in a safe manner that does not harm or injure self or others.

  • Supports a safe hotel by applying hotel regulations, and adhering to existing laws and regulations.

  • Anticipates possible and probable hazards and conditions and informs the Service Manager and Department Heads accordingly.

  • Maintains the highest standards of personal hygiene, dress, uniform, appearance, body language and conduct.


MISCELLANEOUS



  • Assists the Service Manager when requested.

  • Attends meetings and training required by Service Manager.

  • Accepts flexible work schedule necessary for uninterrupted service to hotel guests.

  • Maintains own working area, and materials clean, tidy and in good shape; reports defective materials and equipment to the Service Manager.

  • Continuously seeks to endeavour professionalism in own job function.

  • Knows:

    • Hotel fire, bomb and emergency procedures. 

    • Hotel health and safety policies and procedures. 

    • Hotel facilities and nearby sights of interest and importance (i.e. hospitals, stations tourist sights). 

    • Hotel and corporate marketing and promotional programs. 

    • Corporate clients and clients generating high business volume.




Personal Qualities :

  • Well presented

  • Able to work well in a customer facing role

  • Confident

  • Hard working

  • Aged 18+ (the employer requires someone who can work late when required)



Skills Required :

  • Well presented

  • Able to work well in a customer facing role

  • Confident

  • Hard working



Future Prospects : The right candidate might get the opportunity to go on to complete an advanced apprenticeship.







Candidates will gain the knowledge, skills and experience that they will be able to use in any customer focused environment.

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