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Receptionist/Guest Service Representative - Staybridge Suites, Newcastle. At Cycas Hospitality, we look for people who are dynamic, confident and ambitious; people who excel in their role and help our guests succeed too. Our focus is to put PEOPLE at the heart of everything we do. We believe in hiring the smile and training and developing talent to create genuine and caring teams who come to work to have fun. Staybridge Suites ensure every space features a sense of community, comfort and convenience. With a brand ethos of From Home-to-Home, guests feel like they are at home while on the road. Staybridge Suites operate with fewer colleagues than some of the other IHG brands, so staff need to be naturals when it comes to multi-tasking. Here, you need to be friendly, smart, welcoming and professional – focused on getting the basics right, each and every time.
Job Responsibility:
To be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises
To have a full working knowledge of the reward programme and its benefits – taking every opportunity to enrol new members
Ensure that all charges are correctly posted to the guests’ bills following the standard procedures
Deal with cash, cheque and credit transactions in accordance with the hotel and company policy, and to ensure that any discrepancies are reported immediately
Ensure all messages received for guests are passed on accurately and as quickly as possible
Operate the hotel switchboard and deal with all internal and external calls, according to procedure
Deliver a guest experience that is unique and brings the brand to life
Anticipate guest needs, act upon and follow up guest requests (by escalating to the necessary employee, if required) and deliver a level of service and responsiveness that generates guest satisfaction
Ensure IHG values are implemented in hotel’s daily operations
To actively support other departments and take action when assistance is needed
Ensure that the whole of hotel operations run smoothly from the guest prospective
To have a full understanding of all systems and programmes
To display a pro-active and innovative approach to training
Some Duty Manager activities may be included
Requirements:
Excellent customer service skills with the ability to understand and anticipate guest needs
An ability to respond, and offer a suitable solution, to guest queries/complaints in an appropriate and respectful manner
High level of product, service and location knowledge to enhance the guest experience
Demonstrate a service attitude that exceeds expectations
Candidates with a strong Front Office background are preferred
A good working knowledge of systems is desired
Previous work experience in hospitality is essential
Strong people skills with great Teamwork
What we offer:
Competitive salary and package
Exclusive employee discounted rate to IHG and Cycas hotels
Continuous paid training and development opportunities