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JOBÌýDESCRIPTION      Guest Services Assistant (GSA)Ìý

Main job purpose:ÌýAttend to guests’ and Foundation needs, including, but not limited to reservations, registration, and check in/out and cash-upÌýin accordance withÌýthe systems and procedures as well as focusing onÌýmaintainingÌýa secure environment. Work with the team withinÌýtheÌýFront 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 andÌýobjectives.Ìý

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Reports to:ÌýGuest ServicesÌýManagerÌý Responsible for:ÌýNoneÌý

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Usual place of work:ÌýThe Royal Foundation of St Katharine (RFSK), 2 Butcher Row, London. E14 8DS.Ìý

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Work perimeters:ÌýDays per week are dependent on business patterns. The role is inÌýaÌýHospitality andÌýHotelÌýenvironment hence evening and weekend work is integral to the role. Ìý

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Relevance:ÌýThis 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 theÌýjobholderÌýand the job description will be amended accordingly.Ìý

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Key areas of Responsibility:Ìý

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Support of charitable objectivesÌý

Learn and be able to effectivelyÌýdemonstrateÌýa comprehensive knowledge of The Royal Foundation of St Katharine, including but not limited to:Ìý

CharitableÌýobjectivesÌýdelivered through Worship, Hospitality and ServiceÌý

Working ethos.Ìý

CommercialÌýobjectivesÌýand budgetsÌý

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HospitalityÌýÌý

Monitor customer satisfaction and contribute to the ongoing development of St Katharine’s with respect toÌýassistingÌýwith forward planning and marketing activity.Ìý

Manage complaints inÌýan appropriateÌýand professional mannerÌýin order toÌýachieve customer satisfaction.Ìý

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Customer ServiceÌý

Smile, have eye contact and greet guestsÌýimmediately.Ìý

Be friendly, thorough,ÌýaccurateÌýand efficient in performing Check-ins and Check-outs.Ìý

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Front DeskÌý

Maintain a well-groomed, professional appearanceÌýat all timesÌýthroughout the department.Ìý

Actively gain feedback from guests.Ìý

Greet and welcome guests upon arrival. Check-in guests onto the system, verifying reservation, address, and credit information.Ìý

Accept payment for guests’ accounts both at the time of check in and at checkout.Ìý

Post miscellaneous charges as requested.Ìý

Promptly respond to and resolve guest complaints.Ìý

Be friendly, thorough,ÌýaccurateÌýand efficient in taking reservations.Ìý

AssistÌýguests with luggage upon their arrival and departure.Ìý

Use the guests’ names.Ìý

Be knowledgeable and helpful about the local area, the Foundation and hotel services.Ìý

Handle messages, wake-upÌýcalls,ÌýandÌýmail properly.Ìý

Know of incoming VIPs.Ìý

Follow all applicable RFSK Standard Operating Procedures.Ìý

Demonstrate proper selling techniques during the reservation and walk-in process.Ìý

SeekÌýand react to opportunities to sell rooms, including re-rents, and last rooms available.Ìý

Have complete knowledge of accommodation, conference,ÌýfoodÌýand beverage services.Ìý

Increase revenues by offering customers upgraded packages and promoting Foundation amenities and outlets.Ìý

Ensure all customersÌýestablishÌýcredit upon check-in. Improves timeliness of cash flow by adhering to allÌýestablished credit and inventory control procedures.Ìý

Verify all information on reservationsÌýcheck-in;Ìýname, address, method of payment, etc.Ìý

Retrieve proper name and address verification and proper approval codes for cash and credit card paying customers.Ìý

IdentifyÌýand record any special billing instructions.Ìý

Complete shift closing accurately byÌýprinting relevant reports and cashing-up.Ìý

Maintain and run the reception bar and shop effectively in line with current policy.Ìý

Manage Bookings and communications via travel agentsÌý

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AdministrationÌý

Contribute to an up to date live, vigorous data base toÌýfacilitateÌýroom and meetings/events sales.Ìý

Ensure that information used to promote the hotel is up-to-date andÌýaccurate.Ìý

AssistÌýwith the coordination of Meetings, Special Events in collaboration with relevant departments asÌýrequiredÌýand to the required standard.Ìý

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CommunicationÌý

Ensure that all calls are answered warmly and efficiently.Ìý

Ensure, as far is possible, that all telephoneÌýand e-mail business is dealt with promptly andÌýin accordance withÌýStandard Operating Procedures.Ìý

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Site Inspections / Show roundsÌý

Be responsible forÌýshowing round potential customers, introducing otherÌýstaff,Ìýas necessary.Ìý

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Performance ManagementÌý

Participate in a regular meeting with Line Manager – at least once perÌý6Ìýmonths.Ìý

Expect an annual performance appraisal to take place each year.Ìý

AssistÌýwith departmental induction training, on the job training of new members of staff, and apprentices.ÌýÌý

Report on disciplinary matters to the Line Manager and to handle issues in a professional manner.Ìý

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TrainingÌý

Participate in training sessions as required andÌýidentifyÌýtraining needs which willÌýbenefitÌýthe provision of your department.Ìý

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Employee SatisfactionÌý

Attend Guest Services staff meetings at least one per quarter.Ìý

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Team WorkingÌý

Consciously contribute to effective team working at the management and team levels and encourage colleagues to behave likewise.Ìý

Maintain good working relationships with all departments.Ìý

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Innovation and CreativityÌý

Contribute to a climate in which innovation and creativity are encouraged andÌýnew ideasÌýimplemented and rewarded.Ìý

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Guest/Customer SatisfactionÌý

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, andÌýforwardingÌýthem to the relevant department head, as required by policyÌý

Deal, where possible andÌýappropriate, with any complaints made and make sure the Senior Manager on Duty knows of the complaint.Ìý

Constantly focus on the satisfaction of the Guest as our main purpose and encourage staff to follow prompt.Ìý

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FinanceÌý

Contribute to the production of the budget in terms of revenue targets.Ìý

Maintain all budget control procedures.Ìý

Ensure that all Team Colleagues are aware of the current and projected performance figures and haveÌýclear reasonsÌýfor why they are positive or negative.Ìý

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Environment, Health & Safety and SecurityÌý

Succeed always in minimising wasteÌý

Follow carefully the RFSK standards on being environmentally friendlyÌý

Ensure safe working practicesÌýin accordance withÌýthe correct policy and procedureÌý

Properly handle and account for keys and ensure protection of residence room numbersÌý

Have full knowledgeable of policiesÌýregardingÌýemergency procedures and securityÌý

Report all H&S issues and refurbishment requirements in all areas of the RFSK to theÌýSMT.Ìý

Adhere to the RFSK H&S procedures and show an active interest in these procedures by highlighting and rectifying issuesÌý

Fully understand the safety procedures of the RFSK andÌýassistÌýto ensure the safe evacuation of guests and staffÌý

Attend all Health and Safety training as instructed by the RFSK and the Health and Safety Committee.ÌýÌý

Hold internal Health and Safety training sessions as instructed by the RFSK and the Health and Safety Committee.Ìý

Monitor the security of the site with the use of CCTV system.Ìý

Carry out and record ‘means of escape’ fireÌýchecks andÌýrecord them in the fireÌýlogbookÌýevery Friday at 11.30amÌý

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NoteÌý–ÌýThis 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 theÌýjobholderÌýand the job description will be amended accordingly.Ìý