Front Office Guest Service Agent

HOST

Front Office Guest Service Agent

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Position: Front Office Guest Services Agent (GSA)
Hinkley/Sedgemoor Campus | Hinkley Point

Position Summary:

The Front Office Guest Service Agent reports to the Front Office Assistant Manager and is responsible for supporting the successful performance of the Front Office Department by ensuring a professional, friendly and highly efficient customer service experience is delivered to our guests.

Qualifications for the role: 

 

  • No previous reception experience required although would be advantageous
  • Must have strong organisational and office administrative skills
  • Must have excellent customer service skills
  • Must be highly personable with the ability to build relationships at all levels of the business
  • Must have a meticulous attention to detail
  • Must be able to work on their own initiative
  • Must have excellent communication skills adaptable to a wide range of audiences
  • Must be proficient in IT/Microsoft Office and payment handling

Successful applicants must be willing to undergo Baseline Personnel Security Standard vetting and obtain a DBS certificate. This standard is designed to provide a high level of assurance as to the honesty, integrity and values of individuals who are required to work at a Nuclear Licensed Site or may have access to sensitive nuclear information

Duties and Responsibilities:  

 

  • Create and sustain a work environment that embraces the HOST mission, culture and values and consistently role models those behaviours
  • Ensures fair and equitable treatment of all Team Members in line with HOST’s equality and diversity policies and procedures.
  • Focuses on the brand essence ‘a good night’s sleep means a good day’s work’
  • Supports Managers and fellow colleagues maintain the defined standards.  Works with colleagues at all levels to deliver a consistent level of quality service.
  • Knowledgeable of all reservations and Front Office policies and procedures
  • Responsible for the entirety of the customer journey from making a booking and pre-arrival through to the departure
  • Process all aspects of guest bookings from new bookings, extensions, cancellations and amendments
  • Process no shows and cancelled reservations inline with current terms and conditions
  • Provide an efficient checking in and out process for all guests accommodating special requests whenever possible
  • Ensures any relevant information is handed over to the following shift to ensure consistency of service to the guests
  • Thoroughly understand and adhere to all cash handling and payment policies and procedures
  • Ensure daily checklists are completed in a timely fashion to ensure no tasks are handed over to the following shift
  • Maintain clear and effective communication channels with all other departments and subcontractors
  • Always maintain a friendly yet professional relationship with campus guests, visitors and fellow colleagues
  • Handle and resolve guest complaints proactively and in a professional manner
  • Keep abreast of any current guest complaints and advocate solutions to maximise guest satisfaction
  • Maintain a neat and tidy Front Desk area
  • Ensures all written and verbal communication is professional in tone and suitable for its audience
  • Receipt, record and distribution of any post and packages delivered to the Front Office
  • Ensure they are knowledgeable as to the requirements of the relevant standard operation procedures (SOPS)
  • Coordinate room status updates with the housekeeping department
  • Knowledgeable of the campus and guest accommodation facilities and services provided
  • Competency in using all Front Office equipment
  • Escalate anything unusual to management/duty managers
  • Use of mail, package, and messaging handling procedures
  • Keep abreast of all activities and meetings scheduled at the campuses each day
  • Attend department meetings where required
  • Knowledgeable of the department’s safety and emergency procedures
  • Manage lost property in accordance with the lost property standard operating procedure
  • Processing bookings for additional services such as the MUGA pitches, gyms and Car parks
  • Any other duties reasonably required of you to support the department or business as needed.

 

For this role you must have evidence of right to work in the UK. As a project, we do not discriminate on the grounds of age, gender, race, colour, religion, disability or sexual orientation, and we welcome applications from all sections of the community.

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Job Overview
  • Salary
    £Competitive
  • Job Category
    Hospitality / Catering
Job Location