IHG Guest Service Agent - Crowne Plaza Battersea (Part Time 20 Hours Per Week) in London, United Kingdom

Description:

Do you see yourself as a Guest Services Agent?

Do you want to start your career in a established Front Office Department?

When you’re a part of IHG, you’re more than your job title. And that’s what we love – the individual talents, interests and dreams that make you who you are.

Join us and we won’t expect you to conform to any stereotype – because we know that a team with different perspectives and passions can only make us stronger.

We are a luxury hotel with 78 guest rooms and 6 suites. We have 7 meeting rooms, a Terrace bar overlooking the Thames and restaurant.

Crowne Plaza London Battersea is easily accessible and is just outside the London Congestion Zone. It is located on the South Bank of the river Thames opposite Chelsea Harbour. We are 5 Minute walk to Clapham Junction Station.

What you'll be doing?

Maintaining the highest standards of welcome, service and operational efficiency to guests, clients and colleagues

Key Responsibilities

  • Ensuring the highest service standards maximising guest satisfaction and ensuring the front desk is never left unattended

  • Ensuring all procedures for revenue processing are adhered to at all times and any discrepancies are reported to management immediately

  • Ensuring telephone queries are dealt with efficiently and calls are directed to the appropriate extension so that customer service is kept at the highest levels

  • Ensuring front desk filing is complete and accurate and that all records are kept fully up to date

  • Ensuring that all front and back offices and the concierge stationery office are kept clean and tidy

  • Maintaining the highest personal standard of conduct, hygiene, appearance, uniform and posture at all times

  • Participating in the rolling rotation for day and night shifts

  • Providing training to the new starters, including signing the TBS sheets

Customer Service

Demonstrate service attributes in accordance with industry expectations and company standards to include:-

  1. Being attentive to guests

  2. Accurately and promptly fulfilling guest requests

  3. Understand and anticipate guest needs

  4. Maintain a high level of knowledge which will enhance the guest experience

  5. Demonstrate a service attitude that exceeds expectations

  6. Take appropriate action to resolve guest complaints.

  7. Appreciate the dynamic nature of the hotel industry and extend these service attributes to all internal customers.

  8. Be able to promote the hotel (and IHG generally) products and services.

  9. Maintain a high level of product and service knowledge about all IHG hotels in your region.

Health Safety & Security:

  • Demonstrate an understanding and an awareness of all policies and procedures relating to Health, Hygiene and Fire Life Safety.

  • Familiarise yourself with emergency and evacuation procedures.

  • Ensure all security incidents, accidents and near misses are always logged in a timely manner and brought to the attention of your line manager.

General:

  • Comply with the company corporate code of conduct at all times.

  • Familiarise yourself with the company vision and values which link to our model of desired behaviours that we expect all employees to display.

  • Perform other tasks at the level of the role as directed by your line manager in pursuit of the achievement of business goals.

  • Have the desire and ability to improve your knowledge and abilities through on-going training.

  • Ability to work as part of a diverse team with colleagues from different viewpoints, cultures and countries.

Qualifications

Previous experience of working in a hospitality environment would be advantageous.

Excellent spoken and written command of the English language, other languages are beneficial

All applicants must be able to work varying shifts including night, weekends and bank holidays.

You must meet the legal requirements to work in the UK.

In return we’ll give you a generous financial and benefits package including uniform, free meals on duty, pension scheme, fitness club membership, hotel discounts worldwide, access to a wide variety of discount schemes and the chance to work with a great team of people. Most importantly, we’ll give you the room to be yourself.

Job: Hotel General Management

Location: GBR-London - Central-London

Requisition ID: R135604