A day in the life of…

As a Guest Service Assistant, you will be the first point of contact for most of our guests. Your role will be to welcome guests from all over the World with a friendly smile and exceptional service. You will work closely with your team mates to ensure that together each shift is smooth and efficient and deliver the best possible guest experience every time.

What do we need from you?

To be successful in this role, you will be passionate about providing an exceptional guest experience and living through our brand standards. At Aimbridge we look for personality over experience, so it goes without saying that you will have bags of personality and a real flair for hospitality.

This role is offered on a fixed-term basis to cover Maternity Leave whereby full-time applications for this position will be considered.

Key Duties

• Greeting
  
  guests upon arrival and making them feel welcomed.


• Carries/Escorts
  
  guests' luggage to cars or taxis.


• Convert
  
  bedroom accommodation enquiries into bookings on the phone, in person or
  
  by letter.


• Record
  
  and process using a computer system bookings, cancellations and amendments
  
  via phone, fax or email promptly and in line with company standards.


• Manage
  
  hotel selling strategy by opening and closing to specified rates linked to
  
  hotels business plan and as directed by your line manager.


• Liaise
  
  and communicate special requirements to other departments e.g. Cots, VIP’s
  
  and late arrivals.


• Prepare
  
  reports using both computerised reservation system and other computer
  
  software such as Word and Excel.


• Record
  
  and manage bookings that failed to arrive.


• To
  
  maintain up to date knowledge on the current services that are being offered
  
  and make sure that this information is conveyed to the customers in an
  
  effective way.


• Explains
  
  features of rooms and accommodation facilities.


• Tends
  
  to the needs of guests or passengers for the duration of their stay.


• Call
  
  taxis for guests.


• To
  
  ensure that the rooms have been allocated properly, hand over the keys to
  
  them and ensure that all the registration and check in procedures have
  
  been followed as per the given standards.


• To
  
  answer the telephone calls and to keep a track of the in house activities
  
  like giving information regarding the availability of the rooms and making
  
  reservations based on it


• Administering
  
  check-ins and check-outs.  Give
  
  outstanding services to the guests that have checked in and greet them in
  
  a friendly manner and interact with them in a positive way.


• Delivering
  
  mail and messages.


• Processing
  
  guest payments.


• Coordinating
  
  with staff management.


• Being
  
  a source of information to guests on various matters such as transport and
  
  restaurant advice.


• Processing
  
  meal and beverage requests.


• Accommodating
  
  general and unique requests.


• Diffusing
  
  conflict or tense situations with guests.


• To
  
  enter all the relevant guest related information, so that it can be
  
  retrieved in case there is a requirement, and to maintain and update the
  
  accounts and post them accurately


• To
  
  practice safety standards and ensure that all the housekeeping work is
  
  carried out in a proper manner like maintaining the rooms, cleaning of the
  
  rooms, etc.


• Maintains
  
  appearance, cleanliness, and safety standards in hotel.