Guest Service Assistant / Receptionist

Guest Service Assistant/ ReceptionistGSA, Holiday Inn, Wembley

Holiday Inn Wembley is currently recruiting for a Guest Services Associate to join our Front Office team situated in the heart of Wembley.

What we offer you

We want our staff to enjoy coming to work and provide a friendly and supportive environment for you to work in. You’ll develop personally through meeting and working with people from all over the world as we create memorable guest experiences together, and for those keen develop you’ll have the opportunity to explore the business with various career options. In addition, on offer:

• 28 holiday days (pro rata for part time)
• Automatic Enrolment into a workplace pension scheme
• Heavily discounted hotel stays and food & beverage discounts
• Use of worldwide IHG team member rates
• Amazing high street and lifestyle savings for you and your family
• Uniform
• 24/7 Employee Assistance Programme for you and your family

About us:

Following a £2 million renovation in 2018, Holiday Inn Wembley unveiled their stylish Open Lobby, offering the perfect place for guests to relax with colleagues, friends and family. The open plan space introduced; an all-day dining menu, 24/7 coffee shop, free WiFi and board games.

As well as the Open Lobby, the Wembley hotel has a selection of comfortable guest rooms and several function rooms suitable for hosting meetings, weddings and events. The large Empire Suite has space for up to 700 guests, making it perfect for big weddings and conferences.

Key Responsibilities:

• Ensure all guests are greeted in a friendly and courteous manner, completing reception tasks such as check in and check out as required at times designated by business levels
• To undertake Front of House duties, including meeting, greeting and attending to the needs of guests, to ensure a superb customer service experience.
• Build a good rapport with all guests and resolve any complaints or issues quickly to maintain high quality customer service.
• Deal with guest requests to ensure a comfortable and pleasant stay.
• Administer all routes of reservations to ensure that room bookings are made and recorded accurately.
• To ensure that all reservations and cancellations are processed efficiently.
• Administer the general petty cash system and float in an accurate manner.
• Perform other duties as assigned including serving on bar and in the restaurant, cleaning duties, action special guest requests, etc
• To assist in carrying out security and fire checks throughout the hotel and car park
• Be fully aware, and adhere to, hotel emergency/fire evacuation procedures
• To have an up-to-date knowledge of the hotel facilities and actively promote them to our guests
• Flexible shift timings
• Completing any other reasonable business-related tasks when requested 

Person Specification

1.  Knowledge, skills and abilities

• Friendly and welcoming approaching
• Excellent interpersonal skills, including a pleasant telephone manner
• Ability to remain calm during difficult situations or in a very busy environment
• The ability to work as part of team & alone
• Good administrative skills
• IT literacy - intermediate user knowledge of Microsoft Office (including outlook) and experience using internet portals.
• Experience using a Property Management System.
• Have a good command of written and spoken English
• Be eligible to work in the UK on full time basis
• Must be flexible to work various shift patterns

1.  Proven experience/education level

• Previous customer service experience in hospitality industry is preferable

What happens next

Does the GSA role suit your skillset? Apply now, this takes second, you’ll just need to provide some contact details along with a CV.  Next, we’ll review your details, and if successful we’ll invite you to meet one of the team to learn more about you, your experience and let us tell more about the Splendid Hospitality Group.

The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.