People

• To maintain good working relationships with colleagues in the ground floor team and other departments across the hotel
• To be fully aware of daily activities in the hotel
• To be able to take a reservation in the absence of the Reservations team ensuring that all information is correctly recorded
• To take personal responsibility in a guest situation to ensure that it gets resolved efficiently and follow-up to ensure that the guest leaves feeling satisfied
• To attend training when required
• To complete all duties in GSA checklist with in your allocated area while on shift.
• To constantly improve and develop product knowledge to maximise quality of service
• To be able to be cross-train in other departments to develop individual potential
• To comply with time keeping and attendance policies
• To comply with the company grooming and uniform standards

Quality

• To ensure that guests receive an exceptional level of service and will want to return
• To ensure security procedures regarding guest valuables, departmental keys and float counts for car park tickets are strictly adhered to at all times.
• Bar duties, including setting up, replenishing of stocks, serving guests, cleaning tables and washing glasses.
• Setting up, preparation, service and clearing of breakfast including using the dishwasher and general cleaning and tidying.
• Public area maintenance including replenishing of shop area and toilet supplies, as and when needed
• Preparation of meeting rooms including meeting and greeting of clients, maintenance during the day and clearing after meetings.
• To comply with brand, hotel and company operating standards
• To be fully conversant with the Hotel policy on:
  • Fire & Evacuation
  • Security procedures
  • Health & safety policy

Personnel & Training procedures

Profit

• To Participate in guest activities that promote the hotel product and its services
• To create and take advantage of sales opportunities in order to maximise hotel revenue
• To be fully aware of the hotel facilities and promote them whenever possible
• To answer telephones promptly and correctly to maximise business and minimise guest frustration
• To be consistently aware of the hotel’s availability and sell rooms at the best possible rate
• To remain focused on sales and standards
• To maintain a high level of awareness of local competitors and trends

General

• Comply with the company codes of conduct at all times
• Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals
• Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries
• Understand your role and responsibilities in terms of the hotel Health & Safety Policy including completion of all mandatory training
• Familiarise yourself with emergency and evacuation procedures
• Understand your responsibilities with regards to security patrols and data protection legislation
• Proactively pursue all practices in line with Company environmental and energy saving initiatives
• Have a flexible approach to the hours you are required to work to meet the needs of the business.
• Work across all departments and carry out various duties as required, inclusive of cooking, cleaning and housekeeping assistance.

Success Criteria

• Arrive for work at the correct time, in the appropriate uniform, making sure that it is in immaculate condition
• Display a positive attitude at all times
• Contribute to the department ability to achieve or exceed the budgeted revenue and control expenditure
• Meet targets on brand specific guest feedback surveys, guest recognition and loyalty enrollment
• Minimal guest complaints to be received

Positively impact the volume of repeat business