Team Member

Focus Hotels Management Limited; Derry/Londonderry; On-site; GBP 19,000 - 23,000; Full time

Benefits offered by this job

Competitive salary

Training and development

Discounted room rates for colleagues

Meals on duty

Pension entitlement

Job summary

Holiday Inn Express Derry is seeking a proactive Front Desk Associate to create a warm welcome for guests and manage registrations while ensuring smooth check-in/check-out, reservations, and guest services. You will support breakfast service, assist with inquiries, and handle billing accurately in a bustling hotel environment.

With 158 contemporary rooms in the heart of Derry, you will work closely with housekeeping and F&B teams to deliver a seamless guest experience.

Qualifications

• Clear and effective communication with guests and colleagues.
• Strong teamwork to ensure smooth front desk operations.
• Professional approach and appearance at all times.
• Excellent attention to detail in handling guest information and payments.
• Demonstrated customer service focus to resolve guest needs.
• Proficiency with hotel IT systems and reservation platforms.

Responsibilities

• Guest Check-In and Check-Out: Greet guests, process registrations and departures, and document guest information and payments.
• Reservation Management: Take and manage reservations via phone, email, or in person and update the system.
• Front Desk Operations: Answer calls, respond to inquiries, and provide information on hotel facilities and local attractions.
• Guest Services and Assistance: Address guest requests promptly and arrange transportation or directions as needed.
• Breakfast and Food and beverage service: Assist with bar service and running food and drinks.
• Billing and Payments: Process payments and issue accurate receipts following hotel policies.
• Communication and Coordination: Coordinate with other departments to ensure smooth operations.
• Complaint Handling: Address concerns professionally and escalate when needed.
• Safety and Security: Follow procedures to ensure guest and property safety.
• Administrative Tasks: File, record-keeping, and maintain front desk cleanliness and organization.
• Knowledge of Hotel Services: Stay informed about services and promotions.

Skills

Communication Skills

Teamwork

Professionalism

Attention to detail

Customer Service

IT Proficiency

Job description

Who Are We

The Holiday Inn Express, Derry, nestled in the heart of Northern Ireland, a short stroll from the historic 17th Century Walled city is a bustling hub of hospitality. Boasting 158 modern accommodations, our hotel is situated amidst the vibrant cultural tapestry and breath taking landscapes of Derry. As part of the esteemed Holiday Inn brand, we are dedicated to providing exceptional service and unforgettable experiences to our guests. Whether it's for business, leisure, or a special occasion, our hotel offers the perfect retreat in this picturesque city.

Who Are We

The Holiday Inn Express, Derry, nestled in the heart of Northern Ireland, a short stroll from the historic 17th Century Walled city is a bustling hub of hospitality. Boasting 158 modern accommodations, our hotel is situated amidst the vibrant cultural tapestry and breath taking landscapes of Derry. As part of the esteemed Holiday Inn brand, we are dedicated to providing exceptional service and unforgettable experiences to our guests. Whether it's for business, leisure, or a special occasion, our hotel offers the perfect retreat in this picturesque city.

Role Responsibilities

• Guest Check-In and Check-Out: Greet guests upon their arrival, process check-ins and check-outs efficiently, and ensure accurate documentation of guest information and payments.
• Reservation Management: Handle guest inquiries and make room reservations over the phone, through email, or in person. Update and maintain the reservation system, ensuring accuracy and timely communication.
• Front Desk Operations: Manage the front desk area, including answering telephone calls, responding to guest inquiries, and providing information about hotel facilities, services, and local attractions.
• Guest Services and Assistance: Provide exceptional customer service by addressing guest needs and requests promptly and courteously. Assist with luggage handling, arrange transportation, and provide directions or recommendations as needed.
• Breakfast and Food and beverage service, serving on the bar, running food and drinks.
• Billing and Payments: Process guest payments, handle cash transactions, and generate accurate bills and receipts. Ensure compliance with hotel policies and procedures related to billing and payments.
• Communication and Coordination: Maintain effective communication with other hotel departments to ensure smooth operations and guest satisfaction. Relay messages, coordinate guest requests, and provide assistance as required.
• Complaint Handling: Address guest complaints or concerns professionally and promptly, aiming to resolve issues and ensure guest satisfaction. Escalate unresolved matters to appropriate supervisors or managers when necessary.
• Safety and Security: Follow established procedures to ensure the safety and security of guests and the property. Monitor and report any suspicious activities or incidents to relevant personnel.
• Administrative Tasks: Perform various administrative duties, such as filing, record-keeping, and managing guest correspondence. Maintain cleanliness and organization at the front desk area.
• Knowledge of Hotel Services: Stay informed about the hotel's services, amenities, and promotions to provide accurate and up-to-date information to guests.
• Multitasking and Time Management: Handle multiple tasks simultaneously, prioritize effectively, and manage time efficiently in a fast-paced environment.
• Technology Proficiency: Utilize hotel property management systems, reservation systems, and other software applications to perform tasks, manage guest information, and generate reports.

Key Requirements

• Communication Skills
• Teamwork
• Professionalism
• Attention to detail
• Customer Service
• IT Proficiency

Benefits

• Competitive salary
• Excellent on-going support, training and development28 days holiday including Bank Holidays per annum
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family
• On-going incentives and rewards
• Meals on duty