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Front Office Guest Service Agent

Job Category:  Hospitality and Catering
Contract Partner Company:  HOST Somerset
Employing Company:  HOST 2 Ltd

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

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.