Overview
Job overview. To provide a consistent, professional approach to all guests through the highest standards of product and service. To actively contribute to meeting and exceeding hotel targets. (Important Note: This is a full-time position requiring year-round availability. The successful candidate must be able to commit to consistent attendance and fulfil all scheduled duties without seasonal interruptions).
Responsibilities
- Sales and Revenue: To be proactive with contributing to the success of the department. Products and services are explained to the customer at all times to ensure the customer has the best choice available to them. To ensure all procedures pertaining to revenue capture are up-held at all times.
- Costs and efficiency: To minimise wastage at all opportunities. To actively promote an energy efficient culture throughout the department. To ensure all cash/floats procedures are followed by team members: all cash/floats must be counted at the start and the end of the shift and witnessed by a supervisor or manager. This must be recorded in the float/safe book provided and you must complete all relevant information. All the float must be placed in the cash till.
- Customer relations: Positive working relationships are established and maintained with colleagues throughout the Hotel. Customer feedback, both positive and negative are responded to appropriately and efficiently. Information on customer service problems is gathered in order to improve the service offered. A positive personal image is maintained at all times. The needs of the customer are kept in balance with the needs of the organisation. All guests are received and offered assistance in a positive manner at all times.
- Operational requirements: To answer all telephone calls and guest requests in a polite and professional manner. Meeting rooms bookings are handled according to departmental procedures. Back and front of house service areas and equipment are prepared, maintained and cleared. Function rooms are prepared, maintained and cleared. Able to set up functions’ rooms. Glassware, crockery and cutlery are cleaned and stored in accordance with Hotel procedures. Cleaning is undertaken within the food and beverage areas as required. Functions rooms are prepared according to the requirements of business. Conference breaks are served promptly, accurately and according to the standards of the department. Drink orders are taken and served following departmental procedures. Wine orders are prepared, taken and served accordingly. Customer satisfaction is monitored throughout the meal and any remedial actions taken as required. All customer feedback, positive and negative is reported to the Team Manager or Supervisor. To adhere to all Health and Safety Requirements as required by Hotel. To adhere to the Food Hygiene Regulations and Licensing Laws. To adhere to the requirements of the Data Protection Act at all times.
Skills
- Excellent customer service skills.
- Commercial awareness.
- Flexibility.
- Good interpersonal skills.
- Communication skills.
- Problem-solving skills.
- Organisational skills.
- Teamwork skills.
Experience
Required
Languages
English – Advanced
Employment
Employment: Full-time
Schedule
Schedule: Flexible
About Holiday Inn London - Kensington High Street
Holiday Inn London - Kensington High Street offers stylish rooms, event spaces, a private garden, and a full-service Health Club & Spa, all steps from top London attractions—ideal for business or leisure.