Guest Services Associate - Nights

The Parkgate Hotel DEPARTMENT Front Office POSITION Guest Services Associate

• Nights GRADE Team Member REPORTS TO Night Duty Manager, and Front of House Manager 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. Every member of our team must play their part in delivering exceptional service to our guests, our partners and our colleagues. With a real focus on people, compliance, guest service, profit and communities, The Celtic Collection lead the way in providing superior hospitality. We take our values very seriously; they’re inspired by our people and lived everyday: Commitment – we are passionate about our success Innovation – We are driven by new ideas and continuous improvement Growth – we are focused on the development of our people and the future Diversity – we are an inclusive team, who care for and respect each other Loyalty – we are proud of the reputation we have created POSITION OVERVIEW As a Night Associate, your aim is to ensure that all guests are given a warm and friendly welcome to the hotel and roomed according to department standard. Interact with guests, embrace our latest technology, and ensure a consistent level of service is offered at all times from the point of arrival, through to the time of departure. You will be required to have extensive knowledge of the hotel and the services provided by various outlets and to consistently provide a high level of service to all guests and colleagues, ensuring the provision of excellent Concierge services throughout the stay. The Night Associate role is also responsible for supporting the Night Duty Manager ensuring the night audit process is completed to the Celtic Collection standard. Prepare hotel for following day’s business including all F B and C E outlets. Keep the environment clean and tidy both front and back of house at all times. Provide support and assistance to all hotel departments during the night operation. GENERAL Responsible for helping to maintain a customer-focused culture which support the values expressed in the Hotels Ambition and the Hotels 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 company Health and safety, Hygiene policies as well as all other company 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. To ensure that resources are used effectively, minimising waste to protect our environment and to reduce costs. To carry out Front of House procedures as per the daily checklists.. To deal with all client queries – by phone, post, online and face-to-face. Adhering to agreed reporting system on a timely basis In charge of all billing procedures and the correct reconciliation of funds at the reception desk and at the close of every shift as well as at the end of the day’s work, assisting with night audit process. Completing daily opening procedures and checking lists per relevant area Assisting with administrative duties such as receiving purchasing and inventory reporting JOB FUNCTIONS Communication Responsible for communication through effective writing, speaking and listening skills. To encourage employees to actively participate in our progress through decision making and ideas. Budgets Maintains an understanding and acceptance of the monthly budgets and a motivation to achieving these. Standards Supports the setting, maintenance and understanding of standards expected for the Department and is responsible for the enforcement of these standards within the operations. Structure Maintains an understanding and respect for the organisational structure and supports the staff within each position as defined in their Job Description. Responsible for enforcing the duties and responsibilities within your supervision inside of the Department organisational structure. Responsible for adjusting the structure of the Department on a shift basis to ensure all internal/external customers expectations are exceeded. This includes, but is not limited to assuming responsibility for the department including practical involvement where necessary. Team Responsible for initiating disciplinary proceedings where team members do not conform to the standards required by the Job Description, Standard Operating Procedures and Resort requirements as defined in the Staff Handbook. Delivery Responsible for delivering the ultimate in professional internal/external customer service with the standards expected and trained by the Department. Responsible for ensuring full, safe operation of all equipment and stock, in accordance with health and safety requirements. Responsible for the cleanliness and presentation within your working environment in accordance with set standards. Responsible for resolving all internal/external customer complaints escalated from team members, solving the complaint to the hotel and internal/external customers benefit. Also communicating the results to the Department Manager. To assess the needs of the business at any one time and delegate responsibilities to ensure smooth operations. To establish good professional relationships with employees and external suppliers. To attend Departmental Briefings and ensure that good communication is maintained at all times. To be a motivational leader capable of implementing team building strategies to ensure a strong and harmonious spirit with low levels of staff attrition. To continually develop individuals within the team, ensuring a consistent learning curve with a high level of motivation. To lead by example; working with the team, exhibiting strong front of house and customer care skills. Training Responsible for evaluating staff training requirements and communicating these to the Department Manager. Responsible for the welfare and wellbeing of all departmental team members, promoting the professional career development of every team member. Leadership Responsible for enforcing the departmental objectives and ensuring all staff members are motivated daily in achieving these. Plays an active role in all departmental briefings, communicating hotel wide issues and internal/external customer requirements where necessary. Responsible for coordinating daily activities within the department, ensuring all internal/external customers expectations are exceeded. Responsible for the leadership of the team, obtain internal/external customer feedback on departmental performance. Responsible for feeding back internal/external customer views to the team members in a constructive and positive manner, also providing solutions.