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Front Office Guest Service Agent

Job Category:  Hospitality and Catering
Contract Partner Company:  HOST Somerset
Employing Company:  HOST

The HPC Jobs Service supports local people into exciting, long-term careers across our Project.

As Front Office GSA, your responsibilities will be as follows:

 

  • Knowledge of all Reservations and Front Desk Policies & Procedures


Reservations:

 

  • Ensure the efficient engagement of all reservations inquiries
  • Efficient handling of all correspondence
  • Review reservations booked daily
  • Responsible for recording all Company/ Agent Rates both in system & correspondence files
  • Follow up all tentative bookings and update reservation status
  • Review no-shows & cancelled reservations & processes charges according to hotel policy
  • Review room blocking for long stays, suites and special group requests
  • When campus availability status is changed, bring this to the attention Reservations Manager for corresponding action
  • Administer the HOST Reservations System


Front Desk:

 

  • Provide the most efficient checking-in and checking-out procedures for all guests, accommodating special requests whenever possible
  • Assist in the pre-registration and blocking of rooms
  • Thoroughly understand and adhere to proper credit, check- cashing, and cash handling policies and procedures
  • Understand room status and room status tracking
  • Know room locations, types of rooms available, and room rates


Telephone:

 

  • Must have extensive training in operating the telephone system
  • Ensure proper telephone manners are maintained at all times
  • Required to communicate in above average English
  • You will be responsible in using the wake-up call and billing system properly and efficiently
  • Use the proper procedures in passing on messages to guests, management & campus departments
  • Ensure that the switchboard is manned at all times
  • Be fully aware of Fire and Emergency Procedures and ensure important telephone numbers such as police, fire brigade and hospitals are available for quick reference
  • Must be able to memorize all telephone extension numbers
  • Ensure that telephone is answered within 3 rings


General:

 

  • Review arrival report daily
  • Coordinate room status updates with the housekeeping department
  • Possess a working knowledge of the reservations system and be able to take same day reservations and future reservations when necessary
  • Knowledge of campus and guest room facilities and services
  • Read and initial the pass-on log and bulletin board daily
  • Cleary write in the daily 'hand-over report' for the benefit of the next shift
  • Maintain clear and efficient communication and coordination with Housekeeping and other departments
  • Maintain cordial relations with all clients
  • Handle and resolve guest complaints proactively and in a timely manner
  • Maintain a thorough understanding of HOSTs market positioning using competitive resources, adjusting strategy accordingly
  • Supervise access to safety deposit boxes
  • Know how to use all front office equipment
  • Perform cashier related functions like posting charges to guest accounts, raising paid out's and currency exchange
  • Use proper mail, package, and message handling procedures
  • Be aware of daily activities and meetings taking place in the HOST campuses
  • Attend department meetings
  • Report any unusual occurrences to the Duty Manager
  • Know all safety and emergency procedures
  • Maintain the cleanliness and neatness of the front desk area


Perform any other operational task as required by the Front Office Management


Qualifications/Experience:

 

  • Excellent listening skills
  • Follow/enforce company policies and procedures
  • Assume responsibility and accountability
  • Excellent safety and sanitation skills
  • Understand security requirements
  • Create courteous, friendly, professional work environment
  • Excellent communication skills

 

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.