Job Title: Night Guest Service Assistant
We are paying £30,867.20 and the hours are 11pm - 7am.
Place of Work: Hyde Park
Reports to: Senior Guest Service Assistant and Front Office Manager
Direct Reports: N/A
Hours of Work: Not less than 40 hours over 5 days per week. Additional hours as required for the full and effective performance of duties
Job Summary
Be the host and face and support the Mission and Vision
Use the 'Warm Welcome' Standards to deliver a great first and then lasting impression with professionalism, friendliness and efficiency
Create a sense of belonging for all guests - develop positive relationships whilst delivering an exceptional guest experience
Actively promote services and maximize rental opportunities
Main Duties
Guest
Co-ordinate the night shift of the lobby, liaising with all operational and property departments to ensure all relevant information is communicated correctly and efficiently
Order newspapers, magazines and distribute accordingly
Assist guests by offering, but not limited to, obtaining courier services, cinema/theatre tickets, restaurant reservations, private car hire, taxis, sightseeing tours, airline reservations, delivery and collection of parcels for guests and making appointments
Handle all enquiries and requests from guests and their visitors, placing orders as required
Handle incoming/outgoing parcels and mail for guests
Handle complaints in a satisfactory manner through to conclusion and communicate accordingly
Report any faults in apartments or offices, monitor and provide updates to guests
Maintain a consistent level of communication with all departments
Ensure all colleagues are informed of arrivals, departures and any alteration to in-house guests
Ensure a full working knowledge of the apartments and services available keeping the information up to date and relevant
Update the Concierge Directory and internal website
Check stock levels for all guest items
Maintain high standards of cleanliness in the lobby and front lifts
Perform car park checks and park guest/owners cars when required and note on garage list accordingly
Ensure guest orders are taken and delivered
Escort arrivals to their apartment for a personalized and relaxed check-in; familiarize guests with the apartment and ensure the guest is comfortable and their luggage is handled in a timely manner
Ensure exceptional, a unique and personalized service is provided at arrival, during stay and departure
Update guest preferences and any gifts provided in the Front Desk system
Complete shopping requests for guests
Ensure floor and garage checks are completed periodically during the shift
Order newspapers, magazines & Milk and distribute as required
Complete and record all wake up calls
Check the taxi book for any early bookings
Assist with Porter and Guest Service Assistant duties when required
Property
Clean the garage, entrances, lobby and adjoining lounges
Sweep pavement areas outside the entrance
Collect refuse during the shift which is left on corridors and place in bins in the basement
Administration
Ensure a robust handover and daily diary is utilized
Replenish stationary and cleaning products
Rental Apartment - sales
Handle sales enquiries or conduct out of hours viewings, communicating all details
Finance
Responsible for cash float and its contents
Ensure all charges are posted accordingly
Ensure that if monies are taken on arrival are correct as requested on the reservation form and posted to the correct folio
Ensure that accounts receive all monies received
Check monthly newspaper invoices and pass to Front Office Manager or Senior Guest Service Assistance for signature
Ensure all postings are processed, banking is completed at the end of each shift and all relevant reported completed
Colleagues Internal & External
Housekeeping
Engineering
Security
Accounts
Front Office
External Estate Agents
Guests
Communication - Internal & External
Housekeeping
Engineering
Security
Accounts
Front Office
HPR Management
External Estate Agents
Guests
Administration & Finance
Housekeeping team
Engineering
Security
Accounts
Front Office
External Estate Agents
Guests
Training
Foster and develop effective relations with colleagues
Give feedback to the line manager regarding any work challenges
Maintain effective internal communication
Attend all departmental training sessions as required
Attend all mandatory training sessions as required
Train and induct staff where necessary to achieve the required standards of work and ensure it is recorded
Safety & Security
Be fully aware of the Health & Safety regulations and report any safety hazards to Security
Adhere to legal requirements in relation to Fire, Health & Safety regulations
Attend and respond to all alarms accordingly and as per procedure
Ensure basic manual handling techniques are being followed.
Adhere to confidentiality policy at all times
Security orientated
Colleague Code of Conduct
Good interpersonal and communication skills
Consistent and composed approach towards guests and colleagues in pressurised situations, not allowing situations to escalate
Professional attitude and appearance at all times
Must have knowledge of: emergency exits, the layout of the building & location of key personnel
Work as a team and be flexible
Maintain the highest standards in personal hygiene, uniform, appearance, body language and conduct
Ensure that the own working area is clean and tidy at all times
Personal Specification
Essential
Experience in a similar role
Knowledge of MS Office tools
Ability to prioritise work loads
Effective verbal and written communication skills
Courteous, confident, efficient, self-disciplined and self-motivated
Exceptional customer service skills
Excellent interpersonal skills
Consistent and composed approach towards guests and staff in demanding situations
Ability to work under pressure and independently without supervision
Must be a team player with strong attention to detail
Professional attitude and appearance
Flexibility
Demonstrate a pr