JOB DESCRIPTION Guest Services Assistant (GSA)
Main job purpose: Attend to guests’ and Foundation needs, including, but not limited to reservations, registration, and check in/out and cash-up in accordance with the systems and procedures as well as focusing on maintaining a secure environment. Work with the team within the Front Office and related areas. Contribute to the maintenance of RFSK’s culture and ethos by ensuring that the Front Desk services are in keeping with its charitable aims and objectives.
Reports to: Guest Services Manager Responsible for: None
Usual place of work: The Royal Foundation of St Katharine (RFSK), 2 Butcher Row, London. E14 8DS.
Work perimeters: Days per week are dependent on business patterns. The role is in a Hospitality and Hotel environment hence evening and weekend work is integral to the role.
Relevance: This document reflects the job content at the time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the jobholder and the job description will be amended accordingly.
Key areas of Responsibility:
Support of charitable objectives
Learn and be able to effectively demonstrate a comprehensive knowledge of The Royal Foundation of St Katharine, including but not limited to:
Charitable objectives delivered through Worship, Hospitality and Service
Working ethos.
Commercial objectives and budgets
Hospitality
Monitor customer satisfaction and contribute to the ongoing development of St Katharine’s with respect to assisting with forward planning and marketing activity.
Manage complaints in an appropriate and professional manner in order to achieve customer satisfaction.
Customer Service
Smile, have eye contact and greet guests immediately.
Be friendly, thorough, accurate and efficient in performing Check-ins and Check-outs.
Front Desk
Maintain a well-groomed, professional appearance at all times throughout the department.
Actively gain feedback from guests.
Greet and welcome guests upon arrival. Check-in guests onto the system, verifying reservation, address, and credit information.
Accept payment for guests’ accounts both at the time of check in and at checkout.
Post miscellaneous charges as requested.
Promptly respond to and resolve guest complaints.
Be friendly, thorough, accurate and efficient in taking reservations.
Assist guests with luggage upon their arrival and departure.
Use the guests’ names.
Be knowledgeable and helpful about the local area, the Foundation and hotel services.
Handle messages, wake-up calls, and mail properly.
Know of incoming VIPs.
Follow all applicable RFSK Standard Operating Procedures.
Demonstrate proper selling techniques during the reservation and walk-in process.
Seek and react to opportunities to sell rooms, including re-rents, and last rooms available.
Have complete knowledge of accommodation, conference, food and beverage services.
Increase revenues by offering customers upgraded packages and promoting Foundation amenities and outlets.
Ensure all customers establish credit upon check-in. Improves timeliness of cash flow by adhering to all established credit and inventory control procedures.
Verify all information on reservations check-in; name, address, method of payment, etc.
Retrieve proper name and address verification and proper approval codes for cash and credit card paying customers.
Identify and record any special billing instructions.
Complete shift closing accurately by printing relevant reports and cashing-up.
Maintain and run the reception bar and shop effectively in line with current policy.
Manage Bookings and communications via travel agents
Administration
Contribute to an up to date live, vigorous data base to facilitate room and meetings/events sales.
Ensure that information used to promote the hotel is up-to-date and accurate.
Assist with the coordination of Meetings, Special Events in collaboration with relevant departments as required and to the required standard.
Communication
Ensure that all calls are answered warmly and efficiently.
Ensure, as far is possible, that all telephone and e-mail business is dealt with promptly and in accordance with Standard Operating Procedures.
Site Inspections / Show rounds
Be responsible for showing round potential customers, introducing other staff, as necessary.
Performance Management
Participate in a regular meeting with Line Manager – at least once per 6 months.
Expect an annual performance appraisal to take place each year.
Assist with departmental induction training, on the job training of new members of staff, and apprentices.
Report on disciplinary matters to the Line Manager and to handle issues in a professional manner.
Training
Participate in training sessions as required and identify training needs which will benefit the provision of your department.
Employee Satisfaction
Attend Guest Services staff meetings at least one per quarter.
Team Working
Consciously contribute to effective team working at the management and team levels and encourage colleagues to behave likewise.
Maintain good working relationships with all departments.
Innovation and Creativity
Contribute to a climate in which innovation and creativity are encouraged and new ideas implemented and rewarded.
Guest/Customer Satisfaction
Monitor customer satisfaction by communicating pro-actively with guests and staff, review customer feedback with your Line Manager and follow through on delegated action steps to address any shortfalls. Coordinate all ‘RFSK impact Survey’ responses, responding to them, and forwarding them to the relevant department head, as required by policy
Deal, where possible and appropriate, with any complaints made and make sure the Senior Manager on Duty knows of the complaint.
Constantly focus on the satisfaction of the Guest as our main purpose and encourage staff to follow prompt.
Finance
Contribute to the production of the budget in terms of revenue targets.
Maintain all budget control procedures.
Ensure that all Team Colleagues are aware of the current and projected performance figures and have clear reasons for why they are positive or negative.
Environment, Health & Safety and Security
Succeed always in minimising waste
Follow carefully the RFSK standards on being environmentally friendly
Ensure safe working practices in accordance with the correct policy and procedure
Properly handle and account for keys and ensure protection of residence room numbers
Have full knowledgeable of policies regarding emergency procedures and security
Report all H&S issues and refurbishment requirements in all areas of the RFSK to the SMT.
Adhere to the RFSK H&S procedures and show an active interest in these procedures by highlighting and rectifying issues
Fully understand the safety procedures of the RFSK and assist to ensure the safe evacuation of guests and staff
Attend all Health and Safety training as instructed by the RFSK and the Health and Safety Committee.
Hold internal Health and Safety training sessions as instructed by the RFSK and the Health and Safety Committee.
Monitor the security of the site with the use of CCTV system.
Carry out and record ‘means of escape’ fire checks and record them in the fire logbook every Friday at 11.30am
Note – This document reflects the job content at the time of writing and will be subject to periodic change in the light of changing operational and environmental requirements. Such changes will be discussed with the jobholder and the job description will be amended accordingly.
