Job title: Senior Guest Services & Security Ambassador
Reports to: Front Office Manager
Your role is defined in terms of these values, as shown below:
COMMITMENT to the PASSIONATE PURSUIT OF PERFECTION:
Every team member is expected to strive for the 'Passionate Pursuit of Perfection' to ensure that the hotel guest's comfort and satisfaction is catered for in a friendly, helpful, efficient, and personalised manner.
Position Overview:
The Senior Guest Services & Security Ambassador at The Metropole Hotel combines the responsibilities of a traditional concierge with a focus on ensuring the safety and security of guests, employees, and the property. This dual-role professional delivers exceptional guest services while maintaining a vigilant presence to uphold a secure environment. The position typically requires a combination of managerial, organizational, and customer service skills, along with strong interpersonal abilities, situational awareness, and a team- and customer-centric approach to problem-solving.
Operational Key Responsibilities:
* Mature Presence: Display professionalism and confidence that fosters trust and comfort among guests and employees.
* Presence: Maintain a welcoming, polished and professional presence at the hotels' entrance aligned with the hotel's standards.
* Engaging Personality: Maintain a positive, approachable, and friendly demeanour in every interaction, embodying the hotel's brand identity and values.
* Guest Satisfaction: Stay observant, anticipating guest needs, wants and expectations and responding to situations promptly to ensure a seamless guest experience.
* Security Monitoring: Provide a visible security presence at the front door, observe street activity, and address potential concerns.
* Serve as a hotel ambassador, embodying the hotel's brand and personality.
* Maintain a safe and inviting atmosphere, acting as the first point of contact.
* Welcome and direct guests to appropriate areas within the hotel.
* Assist guests with luggage, directions, recommendations, and bookings as needed.
* Maintain effective communication and build positive relationships with guests and employees.
* Provide local knowledge about Cork City and surroundings to enhance the guest experience.
* Understand and manage systems such as Guestline to review reservations and guest profiles, ensuring a personalised experience and updating profiles to enhance future stays.
* Work closely with the Front Office, as well as F&B and other departments, to meet and exceed guest expectations and deliver exceptional experiences.
* Adhere to and develop department Standard Operating Procedures (SOP's) and uphold Health & Safety standards.
* Make roster adjustments on a day-to-day basis to optimize staff resources.
* Control and monitor cleanliness, presentation and security of the hotel's front entrance and surrounding areas of the hotel.
* Monitor and provide a daily task breakdown for the working team.
* Uphold GDPR standards.
* Attend morning meetings for effective communication.
* Demonstrate strong organizational skills, time management, decision-making, and delegation abilities.
* Plan day-to-day activities with attention to detail, critical thinking, and a well-structured approach.
* Possess basic computer knowledge and technical skills.
* Deter unauthorised individuals from entering the hotel premises.
Customer Key Responsibilities:
* Offer warm, personalised engagement to enhance guest satisfaction and loyalty.
* Actively promote the hotel's dining and lounge facilities.
* Anticipate and address guest needs to ensure a seamless experience.
* Gather and relay guest feedback to improve services and guest satisfaction.
Health & Safety Key Responsibilities:
* Maintain a visible presence to deter theft and undesirable activity.
* Ensure the safety and security of guests, employees, and the building.
* Respond to incidents and record them in line with Health & Safety policies.
* Utilise PSA (Private Security Authority) training and experience to maintain a secure environment.
Team Member Key Responsibilities:
* Lead by example and possess knowledge of team members' abilities.
* Train and develop team members.
* Support the week 6 and week 10 reviews for team members.
* Engage in external and internal communication through platforms like WorkVivo.
* Demonstrate emotional understanding and motivation.
* Prioritize team welfare and emotional intelligence.
* Cultivate team culture, values, and engagement with charity partnerships.
Financial Key Responsibilities:
* Influence internal sales by encouraging guest usage of hotel facilities.
* Reduce costs by proactively addressing guest issues and avoiding complaints.
* Contribute to increased revenue through enhanced guest satisfaction.
* Support payroll processes.
Measurables Key Responsibilities:
* Foster a positive team culture, aligned with company values.
* Utilise and improve measurables such as NPS scores, employee satisfaction surveys, and KPIs for team retention.
* Support achieving high team satisfaction scores.
* Analyse results of annual inspections and mystery shopper evaluations.
* Train team members to provide exceptional service to guests with disabilities.
* Engage with charity partnerships.
* Increased lobby revenue and internal sales.
* Effective handling of security and safety incidents.
Key Skills & Requirements:
* Strong customer service skills.
* Fluent spoken English with strong verbal and non-verbal communication skills.
* Proficient in ICT systems (Guestline, Microsoft Office).
* PSA Licence is required (Training available), experience in security roles is preferred.
* Mature judgment and observational skills to read and respond to the environment.
* Knowledge of Cork City and local attractions.
* Ability to multitask and maintain spatial awareness.
* Flexibility to work various shifts, including nights and weekends.
Benefits
* Competitive rate of pay
* Relocation Assistance
* Access to our Company Pension Scheme
* Death in Service Benefit
* Employee referral bonus
* Friends & Family discounts across our restaurants
* Special rates in our hotel accommodation
* Paid internal and external training days
* Access to Trained Mental Health First Aiders
* Team Member Social & Wellbeing Events
* Team Member Annual Awards, Service Recognition, Monthly Team Member of The Month
* Meals on Duty
* Assistance with Leap Cards
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