Guest service team member

TN United Kingdom; Portsmouth; On-site; GBP 10,000 - 40,000; Full time

Job summary

An established industry player in hospitality is looking for a dedicated individual to join their team. This role focuses on providing exceptional service to guests during their stay, ensuring their needs are met promptly and efficiently. You'll be responsible for managing guest accounts, operating the switchboard, and promoting hotel facilities. With a friendly and enthusiastic personality, you'll thrive in a dynamic environment where your contributions are valued. Enjoy a range of perks, including discounted stays and team events, while developing your skills in a supportive atmosphere.

Benefits

Company events

Discounted hotel stays

High street discounts

Holiday entitlement

Team member referral program

In-house training

Free on-site parking

Meals on duty

Monthly awards

Free uniform

Qualifications

• Experience in hospitality is preferred for this role.
• Strong customer service skills are essential.

Responsibilities

• Respond promptly to guest requests during their stay.
• Control guest accounts and ensure accurate charges.
• Communicate effectively with guests and departments.

Skills

Customer Service Skills

Hospitality Experience

Computer Literacy

Familiarity with Opera Cloud

Enthusiastic Personality

Job description

Job Description

Provide efficient service for guest registration and departure; maintain accurate guest accounts and provide helpful information. Attend to all incoming calls professionally and politely, striving to ensure Total Customer Satisfaction. Maintain strict security procedures to safeguard guest confidentiality and safety.

Duties:

1. Respond promptly, efficiently, and courteously to guest requests during check-in, check-out, and throughout their stay.
2. Control guest and hotel accounts, ensuring all charges are accurate and posted timely.
3. Follow security procedures for credit and cash transactions, accounting, issuing room keys, and maintaining guest confidentiality/privacy.
4. Communicate effectively with hotel guests and departments both verbally and in writing.
5. Operate the switchboard efficiently, handle calls promptly, greet callers per policy, and transfer calls accurately.
6. Document internal and guest messages accurately and distribute as per hotel procedures.
7. Maintain an up-to-date internal phone list for call transfers; connect international and operator-assisted calls, recording charges.
8. Assist with screening calls for reservations, providing accurate and current information.
9. Promote hotel facilities and maximize sales through product knowledge and sales skills.
10. Assist the Food and Beverage department with breakfast, bar services, and guest needs in the restaurant.
11. Perform other duties as assigned by management and supervisors.

Qualifications

• Hospitality experience (preferred)
• Familiarity with Opera Cloud (preferred)
• Computer literacy
• Excellent customer service skills
• Enthusiastic personality with initiative

Additional Information

Salary: £12.60 per hour

• Company events, including team appreciation lunches
• Discounted hotel stays and 30% off Food & Beverages (subject to outlets)
• High street discounts with Heartist card
• Holiday entitlement: 28 days including bank holidays, increasing to 33 days
• Team member referral program
• In-house training and personnel development
• Free on-site parking and meals on duty
• Monthly 'Duck' awards, free uniform, and company pension