Guest Services Assistant

JOB DESCRIPTION: GUEST SERVICES ASSISTANTS

Job Purpose: As a member of the Guest Services team, you will be expected to provide a warm, friendly and memorable welcome to our guests and to ensure that their needs and expectations are met throughout their stay with us. You will provide support in all guest service related functions and will be expected to keep up to date with information about services from accommodation to food and beverage as well as maintaining an up to date knowledge of our facilities, pricing and promotions in order to advise guests accordingly.

Reports to: Hotel & Operations Manager
Department: Guest Services

Key Duties & Responsibilities
- Assist the Hospitality and Guest Services Manager with the smooth operation of the accommodation and guest service functions
- Ensure that all guests receive a warm welcome friendly and memorable welcome
- Work closely with bookings & reservations, housekeeping, concierge, security, food & beverage and golf operations regarding guest requirements to ensure that all guests’ needs and expectations are met throughout their stay
- Ensure that all guest enquiries and complaints, whether in person, on the telephone or via email, are dealt with in a friendly and professional manner, ensuring guest satisfaction at all times. Where appropriate ensure that comments and complaints are reported to management
- Deal with guest bookings, check in and check out and provide standard reports to other departments as required (i.e. arrivals / departure lists, special requests etc)
- Keep up to date with availability, promotions and pricing in order to provide advice to guests as necessary and maximise sales opportunities
- Assist with the co-ordination of guest itineraries including liaising with external service providers and venues and provide guests with information on local amenities as required
- Process settlement of guests’ accounts and ensure that appropriate payment methods are adhered to
- Promote Trump International Golf Links’ facilities and conduct accommodation and facilities tours for potential guests
- Ensure that the front of house and guest areas are well maintained at all times
- As required assist with the co-ordination and delivery of dining, events and food & beverage service
- Any other duties as directed by the Hospitality & Guest Services Manager or other member of the management team

Requirements for the role
- Previous experience within the hotel, leisure or hospitality industry (preferably within a luxury four or five star property would be a distinct advantage)
- Good telephone manner and IT Skills
- High standard of personal presentation
- Excellent communication and interpersonal skills with a confident and outgoing personality and an ability to interact with people at all levels
- Ability to take initiative and a practical approach to problem solving
- Passion for delivering exceptional guest service
- Courteous and pleasant attitude towards guests and colleagues
- Ability to work as part of a team
- Good attention to detail
- Ability to work under pressure and juggle competing priorities in a busy, fast paced and challenging environment with minimum supervision
- Positive and flexible approach to work (weekend and evening work will be required)
- Proof of eligibility to work in the United Kingdom

JOB DESCRIPTION: GUEST SERVICES ASSISTANTS

Job Purpose: As a member of the Guest Services team, you will be expected to provide a warm, friendly and memorable welcome to our guests and to ensure that their needs and expectations are met throughout their stay with us. You will provide support in all guest service related functions and will be expected to keep up to date with information about services from accommodation to food and beverage as well as maintaining an up to date knowledge of our facilities, pricing and promotions in order to advise guests accordingly.

Reports to: Hotel & Operations Manager
Department: Guest Services

Key Duties & Responsibilities
- Assist the Hospitality and Guest Services Manager with the smooth operation of the accommodation and guest service functions
- Ensure that all guests receive a warm welcome friendly and memorable welcome
- Work closely with bookings & reservations, housekeeping, concierge, security, food & beverage and golf operations regarding guest requirements to ensure that all guests’ needs and expectations are met throughout their stay
- Ensure that all guest enquiries and complaints, whether in person, on the telephone or via email, are dealt with in a friendly and professional manner, ensuring guest satisfaction at all times. Where appropriate ensure that comments and complaints are reported to management
- Deal with guest bookings, check in and check out and provide standard reports to other departments as required (i.e. arrivals / departure lists, special requests etc)
- Keep up to date with availability, promotions and pricing in order to provide advice to guests as necessary and maximise sales opportunities
- Assist with the co-ordination of guest itineraries including liaising with external service providers and venues and provide guests with information on local amenities as required
- Process settlement of guests’ accounts and ensure that appropriate payment methods are adhered to
- Promote Trump International Golf Links’ facilities and conduct accommodation and facilities tours for potential guests
- Ensure that the front of house and guest areas are well maintained at all times
- As required assist with the co-ordination and delivery of dining, events and food & beverage service
- Any other duties as directed by the Hospitality & Guest Services Manager or other member of the management team

Requirements for the role
- Previous experience within the hotel, leisure or hospitality industry (preferably within a luxury four or five star property would be a distinct advantage)
- Good telephone manner and IT Skills
- High standard of personal presentation
- Excellent communication and interpersonal skills with a confident and outgoing personality and an ability to interact with people at all levels
- Ability to take initiative and a practical approach to problem solving
- Passion for delivering exceptional guest service
- Courteous and pleasant attitude towards guests and colleagues
- Ability to work as part of a team
- Good attention to detail
- Ability to work under pressure and juggle competing priorities in a busy, fast paced and challenging environment with minimum supervision
- Positive and flexible approach to work (weekend and evening work will be required)
- Proof of eligibility to work in the United Kingdom