Casual Nights Guest Services Associate

DEPARTMENT

Ty Hotels/ Reception/Nights

POSITION

Casual Nights Guest Services Associate

GRADE

REPORTS TO

Hotel Manager, Operations Manager, Restaurant manager, Guest Service Manager

POSITION OVERVIEW

The Night Guest Services Associates role is to ensure that all guests are given a genuine warm and friendly welcome to the Celtic Collection and roomed according to department standard. Night Guest Services Associates are required to have extensive knowledge of the Celtic Collection and the services provided by various outlets and to consistently provide a high level of service to all guests and colleagues. To enhance the guests stay at every opportunity from arrival to departure. Maintaining the security of the building in which they are working and be responsible for the execution of any emergency task required.

GENERAL

1. Responsible for helping to maintain a customer-focused culture which support the values expressed in the Celtic Collections Ambition and business goals of profitability and service quality.

1. Establishes and maintain effective and positive relationships within the team as well as other departments.

1. Complies with the Celtic Collections Fire, Health, Safety and Hygiene policies as well as all other policies and procedures.

1. 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.

5. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs.

1. 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 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 in the Celtic Collections Ambition and 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 Celtic Collections policies.

Duties included but are not limited to:-

Front Desk

Checking guests in and out of hotel - taking full guest details and payment

Handling guest luggage to and from rooms

Preparing daily business reports

Completing / running night audit

Delivering bills

Completing rooms allocation / daily bills

Delivering guest items to rooms

Making up sofa beds

Health & Safety

Complete fire walks

Means of escape checks

Secure the hotel at all times

Fully aware of the fire evacuation process

Accident and incident reporting

GDPR

Licensing for sale of alcohol

Food & Beverage

Serving late night drinks at the bar

Clearing bar tables and washing glasses

Preparing and delivering room service

Preparing breakfast set up

General

Emptying bins

Tidying service yard

Sweeping up

General area cleaning and corridor dusting

Gritting car park and hotel entrance

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 to deliver the goal of providing personalised service.

Answers the telephone promptly and courteously, using the correct Greeting.

Liaises with other relevant departments, concerning special requests of guests.

Attends to guests' queries and requests and reports to the Duty 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.

Ensures all Night related duties set out in the checklists are completed, this includes; Night walks, H&S polices, Licensing requirements for sale of alcohol, Guest billing, General area cleaning, Breakfast set up, morning shift report completion.

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 Duty Manager.

Team Building

Responsible for contributing to team building sessions both within and outside the Celtic Collection.

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 guest journey.

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.

PERSON SPECIFICATION

Criteria

Essential

Desirable

Qualifications

5 x GCSE inc English and Maths.

Further education (A Levels/BTEC)

Basic understanding of Microsoft Office including Microsoft Word, Microsoft Excel

Fluent written and spoken skills in English

Higher education (Bachelors degree etc).

Attainments/competencies (list as required)

Good grasp of the English language and able to communicate via email/phone and face to face

N/A

Previous experience

Worked with computers using Microsoft office and other computer systems.

Guest/customer focused role.

Hospitality experience.

Knowledge of Opera, Concept, Delphi and/or Micros.

Experience required

Guest or customer focused roles (depending on the industry).

Previous experience in a 4* or 5* hotel resort.

Special aptitudes (e.g. oral or written skills, manual dexterity, etc.)

Excellent communication skills, both Oral & Written

Excellent interpersonal and social skills

N/A

Physical abilities, circumstances, but only if a justifiable requirement for the job

To be able work standing up for an eight hour shift

N/A

Signed by Employee

Date: