Guest Services & Front of House Roles

The Guest Services & Front of House role at Wigram Hotel is responsible for delivering exceptional service to guests and customers, ensuring their expectations are met. This role plays a key part in building strong relationships with guests/customers while overseeing day-to-day front desk / restaurant operations. Key Responsibilities Front Desk & Guest Services Oversee the daily operations of the Front Desk and Front of House activities, ensuring efficiency and excellent service delivery. Provide exceptional customer service, prioritizing guest safety, privacy, and comfort. Manage guest check-in and check-out, reservations, inquiries, and housekeeping requests. Maintain an organized reception area, handling administrative tasks such as correspondence, emails, and filing. Process charges, billing, and cash transactions with accuracy. Handle guest concerns and requests promptly and professionally. Maintain a thorough knowledge of hotel facilities, services, room types, and local attractions to assist guests. Greet and welcome guests in a friendly and professional manner. Take food and beverage orders accurately and efficiently. Serve food and beverages in accordance with service standards. Prepare and serve coffee and other hot beverages to a high standard. Ensure guest satisfaction throughout their dining experience and respond promptly to requests. Maintain cleanliness and presentation of dining areas, reception areas, and service stations. Set up, clear, and reset tables efficiently to ensure smooth restaurant operations. Process restaurant bills and payments accurately. Assist with opening and closing procedures, including preparation and cleaning duties. Promote menu items, specials, and hotel services to enhance guest experience. Handle guest complaints and feedback professionally, escalating issues when necessary. Uphold professionalism and act as an ambassador for the Wigram Hotel brand. Ensure compliance with food safety, health & safety, security, and privacy policies. Work collaboratively with kitchen and bar staff to ensure smooth service delivery. Maintain knowledge of Christchurch's hospitality, accommodation, and tourism sectors to better assist guests and support business objectives. Key Qualifications & Skills Excellent interpersonal and communication skills. Ability to multitask and work efficiently in a dynamic environment. Duty Manager Licence (or willingness to obtain one) would be highly advantageous. Ability to work independently and collaboratively within a team. Professional presentation and a positive, guest-focused attitude. Flexibility to work shifts, including evenings, weekends, and public holidays. #J-18808-Ljbffr