Night Guest Services Associate

Location: Greater London

POSITION SUMMARYProcess all guest check-ins by confirming reservations in the computer system, verifying guest identity, requesting form of payment, and issuing room key in accordance with property policies and procedures. Operate telephone switchboard station. Respond to and resolve guest requests, including wake-up call requests. Review handover and Manger on Duty reports. Count float at the beginning and end of shift.

Balance and drop receipts at end of shift according to accounting specifications. Perform food and beverage duties once the kitchen closes, to provide room service as requested by members/guests. Run night audit and roll the date in OPERA. Process management reports. Prepare newspaper list and newspaper bags. Conduct security rounds. Manage fire panel, follow fire procedures and oversee site evacuation if required.

Greet guests and inform them of property amenities, services, and hours of operation, and local areas of interest and activities. Open doors and assist guests/visitors entering and leaving property. Assist with luggage storage and retrieval. Transport guest luggage to and from guest rooms and/or designated bell area. Assist guests/visitors in and out of vehicles, including assisting guests with loading/unloading luggage. Supply guests with directions.

Arrange transportation (e.g., taxi cab, limousine/sedan service) for guests/visitors, and record advance transportation request as needed. Communicate parking procedures to guests/visitors. Follow up with guests to ensure their requests or problems have been met to their satisfaction.

Follow all company safety and security policies and procedures, and report accidents, injuries, and unsafe work conditions to the manager. Follow all company policies and procedures, ensure uniform and personal appearance are clean and professional, and maintain confidentiality of proprietary information. Welcome and acknowledge all guests according to company standards, anticipate and address guests’ service needs, assist individuals with disabilities, and thank guests with genuine appreciation.

Speak with others using clear and professional language, and answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others, and listen and respond appropriately to the concerns of other employees. Stand, sit, or walk for an extended period of time or for an entire work shift. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance.

Perform other reasonable job duties as requested by Supervisors and Management.

CRITICAL TASKS Safety and Security Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters). Follow company and department safety and security policies and procedures to ensure a clean, safe, and secure environment. Maintain awareness of suspicious persons on property premises. Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor. Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.

Conduct security clock rounds

Policies and Procedures Protect the privacy and security of guests and coworkers. Maintain confidentiality of proprietary materials and information. Follow company and department policies and procedures. Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures. Perform other reasonable job duties as requested by supervisors. Protect company tools, equipment, machines, or other assets in accordance with company policies and procedures.

Maintain Building and…