Apprentice Customer Service Assistant Doncaster job in Sheffield at Holiday Inn Express

Apprentice Customer Service Assistant - Doncaster

Company: Holiday Inn Express

Location: Doncaster UK

Date Posted:Mar 07, 2014

JOB TITLE:                              Guest Service Assistant REPORTING TO:                      Guest Service/Duty Manager KEY LIAISON:                        All hotel staff & managers                                             Hotel Guests                                    External customersSCOPE & MAIN PURPOSEIt is understood that that all Manchester Airport Lodge/Holiday Inn Express staff are multi-skilled and will work flexibly and will be expected to carry out a variety of duties within their working day through all areas of the hotel.  To work within the scope of the standards expected by the Manchester Airport Lodge/Holiday Inn Express brand and RedefineBDL Hotels Ltd. To be aware of the overall hotel objectives, how they relate to you and how your daily activities contribute to the success of the hotel.   To provide the highest levels of guest care at all times, and develop quality relationships with all business partners and work colleagues. To maintain the hotels’ competitive edge and be informed on local events, local competitors & attractions to be able to assist with guest queries. Manage and maintain a safe and secure environment for yourself, guests, colleagues and protecting hotel assets by implementing and maintaining safety policies and procedures. KEY OBJECTIVESBe actively involved in your own personal development to increase your own confidence and ability and to increase the hotel profit, and maximize on positive guest feedback. Strive to be the best in what you do, taking care and pride in your work.Be an integral part of the team in setting and achieving the overall hotel objectives. To direct and answer all internal and external enquiries professionally, offering a personal service as per the standard operating proceduresMAIN DUTIESTo provide a superior service experience to all guests, colleagues and visitors to the hotel and to ensure that the hotels’ product quality is maintained.  In line with the nature of the business you will be required to work shifts, which may include evening, night and weekend work. Whenever possible, to anticipate guest’s needs, to be aware of all written and spoken requests and to carry out these requests in a courteous and helpful manner. PEOPLE·         To ensure that all guests are greeted or acknowledged within 5 seconds of entering the hotel; and that guests are greeted in a proactive manner when you meet them around the hotel and surrounding grounds.To liase with (where necessary) the housekeeping contracting team. To assist with the collection of the required amount of GSTS cards.To be able to handle complaints in an effective wayTo take every opportunity to promote ‘Priority Club’ membership.To assist in the buddy process of all new starters to the hotel to support them in their initial 3 months of employment.Participate in guest activities that promote the hotel product and its servicesTo aid and assist guests throughout their stay in a friendly and professional mannerTo ensure that guests receive an exceptional level of service and will want to returnIn the event of a guest being lost – personally take them to their place of destinationTo maintain good working relationships with colleagues in the hotelTo attend training when requiredTo constantly improve and develop product knowledge to maximise quality of serviceTo communicate with all team members by attending regular briefing sessions and hotel meetings when requiredTo work flexibly to aid individual development & a smooth operating shift.To anticipate guests’ needs and provide service to the level they requireTo serve guests in a friendly and professional mannerTo work flexibly to develop individual knowledge and improve developmentTo communicate professionally and effectively with staff and guestsTo work assertively and efficiently & in an organized mannerTo have excellent personal presentation and adhere to the company standards of appearance at all timesTo maintain high levels of energy, enthusiasm and commitment to every task undertaken QUALITYTo have a full understanding of The Express Brand standards and all areas of operation throughout the hotel, to enable you to assist in Reception, Bar, Kitchen, Housekeeping, Great Room dining, Conference rooms etc.All conference rooms must be set for the next conference at all times to brand standard and refreshed during the day based on company standards of performance.To ensure the bar is set and ready to open at the correct time in accordance with licensing law and to serve guests as required.Understand the hotel fire and bomb procedure and act as a competent person in the event of an emergency. To fully understand the security procedures throughout the hotel.To ensure the product quality standards are met in all areas of the hotel as it relates to the appearance, levels of maintenance and cleanliness. To deal with cash, cheque and credit card transactions in accordance with the hotel policy and report any discrepancies immediately to the Guest Service Manager.To be fully aware of daily activities in the hotelTo be fully aware of the hotel facilities and promote them whenever possibleTo answer telephones promptly and correctly to maximise business and minimise guest frustrationTo direct/transfer telephone calls professionally and efficiently To ensure that all messages are correctly handled and processed to guest rooms immediatelyTo maintain a high level of awareness of current hotel operations to be able to deal with telephone enquiries efficientlyTo remain focused on sales and standardsTo constantly improve product knowledge to maximize revenue and service providedTo help maintain the hotel, collect any litter, remove/report hazardsTo comply with brand, hotel and company operating standardsTo be fully conversant with the Hotel policy on:Fire & Evacuation proceduresSecurity proceduresHealth & safety policyFood hygiene standardsPersonnel & Training procedures PROFITTo be aware of the hotel financial results, and how your performance & job activities impacts on the results.To assist in the event of absence cover, and allow service standards to be maintainedTo take a responsible approach towards timekeeping and attendance at work to ensure the hotel runs efficiently at all timesTo take a positive approach towards upselling and to confidently promote the hotelTo understand the effective use of stock to minimize wastageTo remain focused on sales and standards  All employeesv  To participate in your annual review discussion and any subsequent conversations to review performance and objectives.v  To maintain the completion of your personal training record/development log/skills trainingv  To attend training when requiredv  To have a flexible approach to the hours you are required to work.v  To be fully aware of and adhere to the health and safety regulations concerning your employment and promote and safe environment for yourself, your colleagues and our guests. Due to the nature of our business this is by no means a complete listing of the responsibilities of the role and you may be asked to complete other duties as a result of a business need. Performance MeasurementTo arrive for work at the correct time in the appropriate uniform making sure that it is in immaculate condition.To ensure accuracy of all data, posting and cash controlTo build working relationships with colleagues which are supportive, without threat and maintain their dignityTo arrive for work on timeFor minimal guest complaints to be received regarding service issuesMinimal errors due to information/messages being passed on correctly to guests and staffCompliance with brand standards and ensure that the hotel achieve the required rating in the ICH Group annual audit system  Specificationsq  Ideally to have worked in a customer service role for 6 months. Hotel experience preferable but not essential.q  Able to work flexibly including weekends and early and late shiftsq  A clear communicatorq  Excellent oral and written and numeracy skillsq  Fluent communicator in English, second language an advantageq  Able to work well under pressureq  Able to work well without supervisionq  Computer literacy an advantageq  Within a reasonable traveling distance to the hotel and able to travel home at the end of a shift, able to travel to work to start the shift on timeq  Team playerq  Flexible and able to change/adapt to the needs of the businessq  Able to provide personal/work references due to access to cash, guest roomsq  Honest & trustworthy View full job description
JobCentre Plus 5 years ago
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