Guest Services Executive - St Brides Spa Hotel

The Celtic Collection Job Description DEPARTMENT Front Office PROPERTY St.Brides Spa Hotel POSITION Guest Services Executive GRADE F REPORTS TO Assistant Front Office Manager, Deputy General Manager, Operations Manger. Note: This job description in no way states or implies that those duties listed below are the only ones to be performed by the employee occupying this position.

Employees will be required to perform any other job-related duties assigned by their Senior Manager.

POSITION OVERVIEW

As a Guest Services Executive, you play a vital role in the success of our innovative and forward thinking business making bookings and generating revenue for the St.Brides Spa Hotel across all aspects including rooms, food beverage. and spa. The Guest Services Executive will ensure all guests are given a genuine warm, warm and friendly welcome to St.

Brides Spa Hotel and roomed according to the department standard. Guest Services Executives are required to have extensive knowledge of the property and of The Celtic Collection and the services provided by various outlets and to consistently provide a high level of service to all guests and colleagues. To enhance the guests stay at every opportunity, from arrival to departure.

GENERAL Responsible for helping to maintain a guest-focused culture, which support the values, expressed in the Collection Ambition and the Collection’s business goals of profitability and service quality. Establishes and maintain effective and positive relationships within the team as well as other departments. Complies with the Collection’s Health and safety, Hygiene policies as well as all other Collection policies and procedures.

Report all situations that may present a danger to guests or staff immediately to the relevant people and take action to rectify the situation if possible. 5. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. JOB FUNCTIONS Communication Employees are encouraged to take a lively interest in the activities of the company and, should there be anything on which you have insufficient information or where you are unsure, should ask your immediate line manager. Employees are encouraged to ask questions and to speak to each other. Budgets Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Maintains an understanding of the standards set and expected for the Department and is responsible for the enforcement of these standards through associated job requirements. Controls Maintains an understanding of the controls in place that monitor performance of the Department. Structure Respects the organisational structure in place and the duties and responsibilities of all team members. Conducts yourself professionally and with respect for the professionalism of all other team members and the roles they play in achieving the departmental objectives. Team Ensuring you are trained in all relevant courses applicable to your position and remains passionate about achieving the ultimate internal/external customer experience. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department. Responsible for all stock and the care and control of all professional equipment within your working environment. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for escalating any feedback to the Department Manager if cannot be resolved providing full details. To be responsible for helping to maintain a guest-focused culture, which supports the values, expressed on the Collection’s Mission Statement and business goals. To be totally familiarised with and complies with all the established Front Office procedures and the Celtic Collections policies. To report for duty properly dressed in the assigned uniform and well groomed. To deal promptly, efficiently and pleasantly with incoming calls, gaining the maximum information from the caller in order to appropriately sell and identify opportunities to upsell, achieving the best possible rate and maximum yield. Keep in line with all other phone standards and policies including make busy time and call handling. To be confident and outgoing in your personality using the guest’s name and building rapport at all times with the client in order to maximise the sale. To encourage all guests to pre-book dinner, breakfast and spa requirements prior to their arrival, making appropriate notes in the profile. To input reservations for rooms,spa and restaurant, amend bookings and process all forms of reservations, faxes, mail, e-mail, GDS and by any other method. In the case of an enquiry where no booking is made, all turnaways are logged as per procedure. Is well versed in spa packages, spa treatments, restaurant menus, restaurant special events,plus special promotions in all areas in order to be able to give appropriate information over the phone, up-selling at all times. To respond to all enquiries and send out confirmations to all bookings within 24 hours working in line with the department standard. To ensure that each booking is guaranteed and chase future bookings for guarantees to minimise last minute releasing and increasing opportunity to re-sell. To create upsell opportunities during all contact with guests. To ensure all VIP’s are highlighted to Assistant Front Office Manager and profile remarks updated. To ensure all information on a guest is recorded, and that duplicate profiles are not made. Takes deposits and prepayments when required as per standard. Process Gift Voucher orders using the online booking system and ensure guests are advised of all terms and conditions involved. To ensure all duties from the checklist are completed daily and signed off. To ensure all paperwork is filed daily in the correct places. To understand and comply with company promotions and programmes. To establish, promote and maintain good public relations and enhance sales for the Collection at every opportunity. To participate and give constructive input during departmental meetings. To actively work toward achieving all budgeted and individual targets as set by the Head of Reservations. To attend relevant sales meetings and training as required. To action new sales initiatives introduced to the department, e.g. trough periods. To adhere to the company credit policy. To provide accurate information on daily arrivals for rooms, spa, activities, restaurant and ensure all information is added to guest profile. To establish and maintain effective and positive relationships with his/her own team as well as with other departments. To comply with Collection’s Health, Fire and Safety and Hygiene policies as well as all other Collection policies and procedures. To report all situations which may represent a danger to guests or staff immediately to his/her supervisor and to take action to rectify the situation, if possible. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To perform related duties and special assignments as and when required. As a primary objective, greets all guests at any time in a friendly and helpful manner, attept to learn and use guests’ names at every opportunity to support the goal of providing personalised service. Answers the telephone within phone rings using the correct greeting. Takes personal interest and pride for ensuring that the reception desk area is kept clean and tidy. Liaises with housekeeping and other relevant departments, concerning special requests of guets. Ensure the security procedures are followed in accordance to Departmental Standards – GDPR Training Responsible for attending all required training as scheduled. Leadership Maintains an understanding of the departmental objectives and contributes to a positive team environment, focussed on achieving the ultimate Department experience. Is present for all briefings and debriefs conducted by the Supervisor on duty. Team Building Responsible for contributing to team building sessions both within and outside the Collection. Checking Contributes to the gathering of information as directed by the Department Manager including guest feedback, staff feedback, financial performance and any other as required. Evaluation Contribute to compiling periodic reports based on the checking process. Contributes to the analysis of information gathered and in proposing changes within the department. Innovation Supports the implementing of changes to ensure continuous innovations and improvements are made within the department.