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We are currently recruiting for a Front Office Agent to join the team at Pestana Chelsea Bridge Hotel. The duties may include greeting guests as they come in, managing the check-in and check-out process, answering questions and requests, and helping with administrative tasks at the front desk. The hotel receptionist must be trustworthy and able to work well with little direct supervision. The Front Office Agent should also: -Smile and be welcoming -Ensure all guests receive a warm and courteous welcome at check in, rooming VIP’s as required -Ensure all procedures for revenue processing are adhered to at all times and any discrepancies are reported to management immediately -Maintaining open communication between all departments -Ensure a sufficient supply of change in the float, exchanging petty cash, foreign exchange and paid outs per policy and ensuring an accurate audit is completed before and after each shift -Ensure front desk filing is complete and accurate and that all records are kept fully up to date -Ensure that all front and back offices are kept clean and tidy -Maintain the highest personal standard of conduct, hygiene, appearance, uniform and posture at all times -Be fully aware, competent in and follow at all times hotel health & safety policy and procedures; departmental operational standards and procedures; customer service standards -To report for duty on time and on the days rostered
To assist the F&B Manager in ensuring all Food and Beverage outlets of the Club operate in a successful way at all times, providing a professional, friendly, home from home, high quality standard of service. To be fully responsible for the cellar, including all stock movement around the Club in the F&B Manager’s absence. To abide by all internal policies and procedures, food hygiene and health and safety legislation that relates to the role. MAIN DUTIES AND RESPONSIBILITIES: • To focus on teamwork and flexibility in creating synergies between all related F&B areas • To deliver a high standard of professional, timely service in all F&B areas. • To use systems to monitor and evaluate customer feedback and take appropriate action based on the results. • To ensure a professional, home from home service environment is provided and to interact with the members/guests in a professional and friendly manner. • To deal with complaints in a diligent and professional manner, making the F&B Manager and General Manager aware of all issues. • To provide managerial leadership. • To passionately believe in and endorse British Food and to have appropriate product knowledge and to pass this onto the team on a daily basis. • To suggest innovative ideas to the F&B Manager where applicable within the food and drink guidelines. • To maximise average spends per head and sales at all opportunities and to ensure the team up-sell where possible. • To be fully responsible for the cash takings and float in all areas of food and beverage whilst on shift and in the absence of the F&B Manager. • To ensure the cash system is efficient and works at all times and that all members of staff abide by the system without exception. To work with accounts where necessary to ensure this is the case and to take appropriate action as and when necessary. • To assist with the control of all stock within the F & B department, supporting monthly stock takes and immediate action is taken if discrepancies are found. • To ensure that Symphony, Opera and Stratum are updated as and when required. • To support with implementing new procedures and systems as and when required. • To comply with all current club codes of conduct, staff regulations, instructions, and responsibilities detailed as part of club policy and Government legislation. • To help planning the labour resource effectively to meet the service trends and requirements and to ensure the budgeted payroll is not exceeded. • To train and develop staff as and when required in conjunction with the F&B Manager. • To ensure that all new starters are correctly inducted to the department. • To ensure you and your teams’ attendance at all legislative health, safety and fire training sessions. • To manage all employees under his/her control according to the Team Handbook, contracts and HR legislation. • To maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of all personnel working in the department. • To create an environment that promotes high morale and encourages the team to reach a high level of commitment and performance. • To be fully conversant and comply on a daily basis with the following:- Food Hygiene legislation. Health and Safety policies and procedures. Fire and Emergency procedures. Club guidelines, policies and procedures. • To ensure that any maintenance and housekeeping issues are reported and dealt with in a timely manner. • To ensure the F&B areas are clean and tidy at all times, creating an ambience of welcome and comfort • To take an active role in the management of the club. • To assist where able and appropriate in the future development of the club operations. • To attend the Operations Meeting and the Head of Department meeting if the F&B Manager is absent, plus any other necessary meetings. • To work in other areas of the department when business dictates. • To carry out Duty Management shifts as required. • To carry out all reasonable tasks requested by the F&B Manager and/or the General Manager in order to ensure the smooth running of the club. Please note that above points are not exhaustive of all tasks that may be required.
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