IBIS Queens Quarter - Guest Service Agent

TN United Kingdom; Belfast; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player in hospitality is seeking dedicated individuals to enhance guest experiences and drive brand loyalty. In this customer-facing role, you will manage expectations from check-in to check-out while ensuring excellent service in food operations. The position offers opportunities for personal growth and career development within a supportive environment, making it an exciting opportunity for those passionate about hospitality. Join a team that values training, development, and a commitment to outstanding service, and be part of a thriving organization that prides itself on creating memorable guest experiences.

Benefits

Discounted hotel rates

Health Care Cash Plan

Increased annual leave with service

Recruit a Friend Scheme

Employee of the Month Award

Staff meals while on duty

Discounted rate at Health Club

Training & Development Programmes

Qualifications

• Experience in the hospitality industry is preferred.
• Customer service experience is essential.

Responsibilities

• Manage guest expectations from check-in to check-out.
• Serve food and beverages to hotel standards.
• Ensure prompt resolution of customer issues.

Skills

Customer Service Experience

Basic IT Proficiency

Ability to Work in Fast-Paced Environment

Job description

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Client:

Location:

Belfast, United Kingdom

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

06e3c4da0994

Job Views:

4

Posted:

24.04.2025

Expiry Date:

08.06.2025

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Job Description:

Job Description

About Us

Andras Hotels is Northern Ireland’s largest hotel group and we are proud to have been at the forefront of hospitality for the past 30 years. We subscribe to the Hospitality Employers Charter, which means we are committed to provide training, development and support to all of our team members. We offer a range of staff benefits and opportunities to grow your career in our fast-growing company.

What is the job?

Within this customer facing role you will be a key player in enhancing the guests experience and driving brand loyalty. This is a hands-on role managing the guest’s expectations from check in to check out and playing a crucial part in the day-to-day running of food operations. You may at times assist other departments to ensure an excellent service is provided to our guests.

Hours:

40 hours per week

Pay:

Up to £12.70 per hour, depending on age

What we offer

Discounted hotel rates at 6000 hotels worldwide

Health Care Cash Plan

Increased annual leave with service

Recruit a Friend Scheme

Employee of the Month Award

Staff meals while on duty

Discounted rate at Bodyscape Health Club based at Crowne Plaza

Andras Academy – Training & Development Programmes & progression opportunities within the Andras Hotels Group

About The Role

Your day to day

Front Office

Achieve individual and departmental objectives

Register guest reservations via email, phone and face to face and welcome guests warmly and professionally, taking care of them from their arrival through to departure

Recognising Loyalty Club Members and returning guest.

Check in/check out guests according to procedure, issue room keys, provide information on hotel services and room location.

Answer the telephone in a prompt and courteous manner.

Up- sell rooms and additional services to maximise hotel revenue

Ensure prompt resolution of customer issues, requests and enquires

Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow up

Accurately process cash and credit card transactions using established procedures

Be full conversant and comply with the Health and Safety procedures of the hotel.

Immediately report any Health and Safety incidents, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty

Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service

Implements Brand Projects and identifies features such as the hotel loyalty scheme, bringing the Brand concept to life on a day-to-day basis

Good local knowledge enabling you to provide information to guests of local tours, attractions etc.

Food and Beverage

Achieve individual and departmental objectives

Serve food and beverages to the standards set out by the hotel at all times.

Follow the food and beverage sequence of service set out by the hotel at all times.

Prepare food, including our 24/7 menu options to the highest standards

Comply to the highest standards of cleanliness, safety and hygiene regulations at all times

Clear and refresh lobby and restaurant tables (and conference room if relevant)

Upsell food and drink items including any daily specials

Responsible for the cleanliness of all equipment used to serve guests

Demonstrate service attributes in accordance with industry expectations and company standards including attentiveness, anticipation, accuracy and maintaining high levels of knowledge about the products and services offered by the hotel.

Participate in any training sessions, briefings and meetings as and when requested.

Adopt the hotel brand behaviours.

How do I deliver this?

"Heartist Transforming" - Offering guests a different experience, creating emotion, forging lasting relationships built on courtesies, moments and memories, also means allowing spontaneity, encouraging initiative and letting every employee express their personality.

AccorHotels sees a “Heartist” in each employee — a master of the art of hospitality who serves others from the heart, with curiosity and inventiveness and therefore always strive to:

• Make guests feel welcome

• Make guests feel heart-warmed

• Make guests feel incredible

• Make guests feel like they belong.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

Skills Needed

About The Company

Andras House Ltd is a leading property development and hospitality company based in Belfast, Northern Ireland. Established in 1981, the company has grown into a highly successful multi-million pound organisation with an extensive portfolio of office, hotel and leisure developments.

We are proud to be at the forefront of hospitality in Northern Ireland. With seven hotels we are Belfast’s largest hotel group with 1000 bedrooms in the City.

Andras Hotels is proud to be the leading hotel group in Belfast with current awards of Best Hotel in Belfast for Holiday Inn Belfast City Centre, Best Budget Hotel in Ireland for Ibis Belfast City Centre and Best Serviced Apartments for Cordia Serviced Apartments.

Company Culture

Andras Hotels is Northern Ireland’s largest hotel group and we are proud to have been at the forefront of hospitality for the past 30 years.

We subscribe to the Hospitality Employers Charter, which means we are committed to providing training, development, and support to all of our team members.

We offer a range of staff benefits and opportunities to grow your career in our fast-growing company Our Andras Academy provides training and development for all team members and we are an equal opportunities employer.

Desired Criteria

• Experience within the Hospitality Industry

Required Criteria

• Experience within a customer service role
• Basic level of IT proficiency
• Ability to work in a fast-paced environment requiring flexible working and a genuine willingness to help guests and colleagues in the Hotel.