Guest Service Assistant - Birmingham

£7.05 - £8.50 per hour + Hilton benefits
03 Aug 2017
17 Aug 2017
Contract Type
Full Time
What will I be doing?

As Guest Service Assistant you will be part of the Guest Service/Front Office Team which is the main connection between the Guest, the hotel, and the various hotel departments. A Guest Service Assistant is responsible for managing the first impressions of our Guests and, therefore, must perform the following tasks to the highest standards:

* Oversee the entire Guest Service/Front Office operation to maintain high standards
* Evaluate levels of Guest satisfaction and monitor trends, with a focus on continuous improvement
* Ensure regular and VIP Guests are recognised and that the Guest Service department operates with a sales attitude and promotes the hotel brand's loyalty scheme
* Maximise room occupancy at best rates and use up-selling techniques to promote hotel services and facilities
* Set departmental objectives, work schedules, budgets, policies, and procedures
* Monitor the appearance & standards of Front Desk
* Ensure Team Members have current knowledge of hotel products, services, pricing and policies, as well as knowledge of the local area.
* Maintain good communication and working relationships with all hotel departments
* Monitor staffing levels to meet cover business demands
* Manage staff performance issues in compliance with company policies and procedures
* Help recruit, manage, train and develop the Guest Service team
* Comply with hotel security, fire regulations and all health and safety legislation
* Act in accordance with policies and procedures when working with front of house equipment and property management systems
* Assist with other departments, as necessary

Please note that this position requires occassional Duty Management shifts of the Hotel, for which full training will be given and an enhanced rate of pay will be paid for these specific shifts.

What are we looking for?

Guest Service Assistants serving Hilton brands are always working on behalf of our Guests and working with other Team Members. To successfully fill this role, you should maintain the attitude, behaviours, skills, and values that follow:

* Previous experience in Front Office within the hotel/leisure/retail sector
* High level of IT proficiency
* Experience of supervising people and developing people
* Excellent leadership, interpersonal and communication skills
* Commitment to delivering a high level of customer service
* Ability to work under pressure
* Excellent grooming standards
* Flexibility to respond to a variety of work situations
* Ability to work on your own and as part of a team

What will it be like to work for Hilton?
Hilton is the leading global hospitality company, spanning the lodging sector from luxurious full-service hotels and resorts to extended-stay suites and mid-priced hotels. For nearly a century, Hilton has offered business and leisure travelers the finest in accommodations, service, amenities and value. Hilton is dedicated to continuing its tradition of providing exceptional guest experiences across its global brands. Our vision "to fill the earth with the light and warmth of hospitality" unites us as a team to create remarkable hospitality experiences around the world every day. And, our amazing Team Members are at the heart of it all!

Contract - Permanent (39hrs per week)
Salary - £7.05 - £7.50 per hour + responsibility pay for Duty Management shifts & Hilton benefits

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