Guest Service Team Member Multi-Site inCardiff inCardiff PUBLISHED 27 APR 2024

Job Description


"Join Our Winning Team as a Multi-Site Guest Service Team Member"!

Are you passionate about creating memorable guest experiences and ready to take your career to the next level? Novotel and Ibis Budget Cardiff Centre is looking for dedicated individuals to join our guest service team across multiple sites. If you have a warm and welcoming personality, a passion for hospitality, and a desire to work in a dynamic environment, we want you on our team. Be a part of our journey to excellence - apply today and become a key player in ensuring our guests have unforgettable stays!"


Position Overview

• This is a multi-skilled role incorporating both Front Office and Food and Beverage Duties in line with the business demands
• You will have the ability to multi-task while under pressure and have a proactive personality in this busy hands on role
• Welcomes guests and fosters customer loyalty though his/her friendly manner
• Handles and resolves any guest complaints
• Provides guests with a single point of contact throughout their stay
• Based in the lobby and ready to assist at any stage of the guests stay, from check in to check out and everything in between
• The role includes Checking and Checking out Guest
• Working in the Food and Beverage outlets including Breakfast, Bar, Lunch and Dinner
• Support the Reservations Team Member when needed
• Support the Back Office Experts when needed
  
  

General Responsibilities

• Welcomes guests as soon as they arrive with great care and attention
• Helps encourage customer loyalty by building friendly, personalized relationships
• Ensures that administrative procedures never take priority over guest relations
• Anticipates guests' needs and takes them into consideration
• Handles any guest complaints and/or remarks; provides a response as soon as possible, respecting the Ibis 15-minute contract
• Has an impeccable attitude which conveys the image of the brand and hotel
• Completes all tasks linked to the guest's arrival and departure in compliance with internal procedures
• Informs guests about any particular conditions or formalities during the stay, and about the services offered by the hotel
• Handles phone calls and reservations
• Ensures that all the documents, products and provisions needed for the department and/or guests are available and up-to-date
• Handling any guest feedback be it positive or negative
• Promoting the company's ALL loyalty program Ensuring all working and public areas are cleaned
  
  

Food & Beverage

• Take orders and payments
• Prepares snacks, food, drinks or breakfasts during operational hours
• Serves guests (provides waiter service and clears away) in the point of sale, in line with the F&B concept (restaurant, meeting room, breakfast & bar)
• Provides a high standard of service both in terms of welcome and waiter service
• Maintain hygienic food service techniques during service
  
  

Administration

• Responsible for the cashiering procedures in the department
• Any other administration job given by the HOD
• Respects the procedures concerning invoicing and cash operations
  
  

Salary: £12.00 per hour

Job type: Permanent

Job Location: Novotel and Ibis Budget Cardiff Centre


Qualifications

• Previous relevant experience
• Customer Service Experience
• Communication Skills
• Interpersonal Skills
• Problem-Solving Abilities
• Organizational Skills
• Computer Proficiency
• Flexibility and Adaptability
• Teamwork
• Professionalism
  
  

It's important for candidates to review the specific job description and requirements provided by the employer to ensure they meet the qualifications and skills needed for the Guest Service Team Member Multi-Site position. Additionally, demonstrating a genuine passion for hospitality and a dedication to providing exceptional guest experiences can set candidates apart in the application process.

Additional Information


Special Note


During the course of duty you will have access to certain information, which demands the utmost confidentiality. Discretion must be exercised at all times. Your responsibilities are included but not limited to this job description as this has been drafted as a guide to the purpose and main duties of the role as it currently exists. The hotel relies on the flexibility of its staff to ensure the continuity of the high standards currently being achieved. It is not intended as a wholly comprehensive or permanent schedule of duties and it does not form part of the contract of employment. The Company reserves the right to amend this job description from time to time to accommodate the requirements of the business and the evolving nature of the role.


Information on the processing of personal data


When you submit an application to [HQ and Midscale Hotels: Accor UK Business & Leisure Hotels Limited] OR [Ibis Family Hotels: Accor UK Economy Hotels Limited], trading as AccorInvest UK, the company processes some of your personal data to consider and manage your application. We may also process data supplied to us by third parties, for example one or more of your former employers or a third-party supplier of personality questionnaires. Please note that your answers to any questionnaire will not lead to an automated decision. In our capacity as data controller, we ensure that we comply with all legislation relating to the protection of personal data (in particular the retained EU law version of the General Data Protection Regulation (Regulation (EU) 2/679) and the Data Protection Act 2. Information relating to the processing of candidates' personal data and to the exercise of their rights of access, opposition, rectification and deletion is available in our Employee Privacy Policy.