IBIS City Centre - Guest Service Agent (GSA)

About Us

Andras Hotels is Northern Ireland’s largest hotel group with nine hotels in Belfast, Coleraine and Portrush, two apartment complexes, a Café Bar and a Health Club and Spa. We are rapidly expanding our portfolio and we are dedicated to promoting tourism and hospitality across the country. We develop our people through our Andras Academy, the industry Wellbeing and Development Promise, and we are proud to be signed up to Green Tourism.

What is the job?

Within this customer facing role you will be a key player in enhancing the guests experience and driving brand loyalty. This is a hands-on role managing the guest’s expectations from check in to check out and playing a crucial part in the day-to-day running of food operations. You may at times assist other departments to ensure an excellent service is provided to our guests.

What we offer

• Discounted Hotel Rates across ‘000’s of hotels worldwide for employees and for family and friends
• Health Care Cash Plan
• Diamond membership of Kingsbridge Hospital Group
• Enhanced Pension Scheme
• Enhanced Maternity Pay
• Enhanced Paternity Pay
• Cycle to work
• Recruit a friend scheme
• Employee Appreciation and Social Events
• Employee of the Month Award
• £20 for completion of FLOW training
• Increased Annual leave with service
• Discount at Bodyscape – Employee rate and family and friend rate
• Cyrospa discount rate at Bodyscape
• Communication and advice on Health and Wellbeing
• Andras Academy – Training and Development Programmes and progression opportunities within the Andras Hotels Group
• Work for globally renowned Hotel Brands
• Reward Club Incentive Scheme
• Hotel Incentive scheme

About The Role

Your day to day

Front Office

• Achieve individual and departmental objectives
• Register guest reservations via email, phone and face to face and welcome guests warmly and professionally, taking care of them from their arrival through to departure
• Recognising Loyalty Club Members and returning guest.
• Check in/check out guests according to procedure, issue room keys, provide information on hotel services and room location. 
• Answer the telephone in a prompt and courteous manner.
• Up- sell rooms and additional services to maximise hotel revenue
• Ensure prompt resolution of customer issues, requests and enquires
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow up
• Accurately process cash and credit card transactions using established procedures
• Be full conversant and comply with the Health and Safety procedures of the hotel.
• Immediately report any Health and Safety incidents, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
• Implements Brand Projects and identifies features such as the hotel loyalty scheme, bringing the Brand concept to life on a day-to-day basis
• Good local knowledge enabling you to provide information to guests of local tours, attractions etc.

Food and Beverage

• Achieve individual and departmental objectives
• Serve food and beverages to the standards set out by the hotel at all times.
• Follow the food and beverage sequence of service set out by the hotel at all times.
• Prepare food, including our 24/7 menu options to the highest standards
• Comply to the highest standards of cleanliness, safety and hygiene regulations at all times
• Clear and refresh lobby and restaurant tables (and conference room if relevant)
• Upsell food and drink items including any daily specials
• Responsible for the cleanliness of all equipment used to serve guests
• Demonstrate service attributes in accordance with industry expectations and company standards including attentiveness, anticipation, accuracy and maintaining high levels of knowledge about the products and services offered by the hotel.
• Participate in any training sessions, briefings and meetings as and when requested.
• Adopt the hotel brand behaviours.

How do I deliver this?

"Heartist Transforming" - Offering guests a different experience, creating emotion, forging lasting relationships built on courtesies, moments and memories, also means allowing spontaneity, encouraging initiative and letting every employee express their personality.

AccorHotels sees a “Heartist” in each employee — a master of the art of hospitality who serves others from the heart, with curiosity and inventiveness and therefore always strive to:

• Make guests feel welcome
• Make guests feel heart-warmed
• Make guests feel incredible
• Make guests feel like they belong.

There’s so much more to the job than we can capture here. It’s simply about creating great experiences, doing the right thing and understanding people.

The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.

Required Criteria

• Experience within a customer facing role
• Basic level of IT proficiency
• Experience in hospitality industry
• Ability to work as part of a team

Desired Criteria

• 6 months experience in a Reception Role

Skills Needed

About The Company

Andras House Ltd is a leading property development and hospitality company based in Belfast, Northern Ireland. Established in 1981, the company has grown into a highly successful multi-million pound organisation with an extensive portfolio of office, hotel and leisure developments.

We are proud to be at the forefront of hospitality in Northern Ireland. With seven hotels we are Belfast’s largest hotel group with 1000 bedrooms in the City.

Andras Hotels is proud to be the leading hotel group in Belfast with current awards of Best Hotel in Belfast for Holiday Inn Belfast City Centre, Best Budget Hotel in Ireland for Ibis Belfast City Centre and Best Serviced Apartments for Cordia Serviced Apartments.

Company Culture

Andras Hotels is Northern Ireland’s largest hotel group and we are proud to have been at the forefront of hospitality for the past 30 years.

We subscribe to the Hospitality Employers Charter, which means we are committed to providing training, development, and support to all of our team members.

We offer a range of staff benefits and opportunities to grow your career in our fast-growing company Our Andras Academy provides training and development for all team members and we are an equal opportunities employer.

Company Benefits

What we offer

Health insurance, Vacation, Paid time off, Retirement plan and/or pension, Office perks, Employee development programs, Gym membership or wellness programs, Cycle to work, Referral bonus, Competitive salary, Preferential room rates, Family and friends rates, Long service recognition, Free meals during shifts, Free parking or Discounted parking , Wellbeing Scheme, Work With Charities, Social Opportunities, Employee of the Month, Employee Recognition Scheme

Salary

£10.40 - £13.20 per hour