Guest Services Team Member

Job Title: Guest Services Team Member

Location: The primary location will be at Templeton Place but duties and responsibilities may also extend to other Supercity sites and Head Office

Job summary:

The Guest Services Team Member has to perform and coordinate various tasks in order to offer an exceptional level of customer service to all guests before, during and after their stay whilst ensuring the smooth operations of the Aparthotel.

Main duties:

The main task of the Guest Services Team Member is to perform reception tasks and coordinate the operations for the site to ensure uninterrupted service to guests and to maintain high standards at all times. You will be responsible for ensuring that the Supercity housekeeping standards are adhered to and for the health and safety compliance for the site.

Front of house duties: 

• Taking reservations and coordinating with the Revenue Manager and sister sites to maximise yield.
• Daily OTA checks with the online providers for same day reservations.
• Inputting and managing Opera PMS to maximise occupancy.
• Preparing paperwork for arrivals and departures.
• Pre-arrival suite checks in order to maintain high standards at all times.
• Check-in/out guests offering genuine bespoke hospitality at all times.
• Responding to guests needs in a polite, accommodating and flexible manner.
• Coordinating with maintenance and housekeeping in relation to arrival, departures, special requests and any issues that need attention.
• Pre-arrival suite checks in order to maintain high standards at all times.
• Processing payments in a timely manner and following up on any outstanding payments for long stay guests.
• Responsible for the on-site petty cash including monthly reporting for accounts
• End of day PMS functions including cash and credit card balancing and batch reports
• Billing guests for extras (telephone, laundry etc.)
• Suite and building spot checks to assess standards and report any areas of concern.
• Maintaining information packs.
• Document lost and found and storage procedures. 
• Maintaining office stock levels and ordering from nominated suppliers.
• Complying with health and safety procedures.
• Distribute mail, messages and packages.
• Maintaining a clean and safe working area at all times.

Due to the nature of the sites and the scope of work involved, this list is not an exhaustive representation of all the duties involved. There may be other operational duties assigned subject to any changes in the business and/or regulations. At times the role may also be required to work in other areas and undertake additional work.

Requirements:

It will be beneficial for the candidate to have the below skills and experience: 

• Reception and/or reservations experience in a hotel, aparthotel or serviced apartment business. 
• Knowledge of Opera PMS.
• Basic knowledge of revenue management systems and inventory management.
• Customer focussed approach to provide guests and team a high level accommodation facility and great experience.
• Good interpersonal and communication skills to deal with superiors, colleagues and guests.
• The role may require the guest services team member to perform supervision, delegation and checks and thus requires management skills.
• The team member will have to perform and coordinate a number of jobs at a time thus effective planning and time management skills are required.
• Be able to work unsupervised and with good self-initiative.
• Only candidates with authorisation to work in the UK will be considered.

Pay: £18,500 – 19,500 p.a.

Commission and benefits: 10% performance based bonus

Benefits: Complimentary use of the on-site gym where available

Hours: 12 hour shifts Mon-Sun as required (4 on 4 off pattern) Some sites operate on 8 hour shifts Mon-Sun (5 on 2 off pattern) May be required to work days/nights to cover holidays/sickness

Holiday: Equivalent of 20 days per annum plus statutory bank holidays

If you have the relevant skills and experience and are seeking a new career, then send in your CV today by clicking the APPLY button below to be part of this exciting opportunity!