Holiday Inn Express - Guest Service Agent

Location

Holiday Inn Express, 106A University Street

About Us

Andras Hotels is Northern Ireland’s largest hotel group with nine hotels in Belfast, Coleraine and Portrush, two apartment complexes, a Café Bar and a Health Club and Spa. We are rapidly expanding our portfolio and we are dedicated to promoting tourism and hospitality across the country. We develop our people through our Andras Academy, the industry Wellbeing and Development Promise, and we are proud to be signed up to Green Tourism.

What is the Job?

Within this customer facing role you will be a key player in enhancing the guest experience and driving brand loyalty. This is a hands-on role managing the guest’s expectations from check in to check out and playing a crucial part in the day-to-day running of food operations. You may at times assist other departments to ensure an excellent service is provided to our guests.

What We Offer

• Discounted Hotel Rates across thousands of hotels worldwide for employees and for family and friends
• Health Care Cash Plan
• Diamond membership of Kingsbridge Hospital Group
• Enhanced Pension Scheme
• Enhanced Maternity Pay
• Enhanced Paternity Pay
• Cycle to work
• Recruit a friend scheme
• Employee Appreciation and Social Events
• Employee of the Month Award
• £20 for completion of FLOW training
• Increased Annual leave with service
• Discount at Bodyscape – Employee rate and family and friend rate
• Cyrospa discount rate at Bodyscape
• Communication and advice on Health and Wellbeing
• Andras Academy – Training and Development Programmes and progression opportunities within the Andras Hotels Group
• Work for globally renowned Hotel Brands
• Reward Club Incentive Scheme
• Hotel Incentive scheme

Your day to day

Front Office

• Register guest reservations via email, phone and face to face and welcome guests warmly and professionally, taking care of them from their arrival through to departure
• Recognise Loyalty Club Members and returning guests
• Check in/check out guests according to procedure, issue room keys, provide information on hotel services and room location
• Answer the telephone in a prompt and courteous manner
• Upsell rooms and additional services to maximise hotel revenue
• Ensure prompt resolution of customer issues, requests and enquiries
• Communicate any outstanding guest requests or issues to management that may require additional monitoring or follow up
• Accurately process cash and credit card transactions using established procedures
• Be fully conversant with and compliant to Health and Safety procedures of the hotel
• Immediately report Health and Safety incidents, security breaches, concerns or suspicious behaviour to the supervisor or manager on duty
• Work as part of a team and communicate with other departments as per hotel procedures to ensure excellent quality and service
• Implement Brand Projects and identify features such as the hotel loyalty scheme, bringing the Brand concept to life on a day-to-day basis
• Provide good local knowledge to guests about local tours and attractions

Food and Beverage

• Serve food and beverages to the standards set out by the hotel at all times
• Follow the hotel’s food and beverage sequence of service
• Prepare food, including our 24/7 menu options, to the highest standards
• Comply with the highest standards of cleanliness, safety and hygiene regulations
• Clear and refresh lobby and restaurant tables (and conference room where relevant)
• Upsell food and drink items including any daily specials
• Ensure the cleanliness of all equipment used to serve guests
• Demonstrate service attributes in line with industry expectations and company standards
• Participate in training sessions, briefings and meetings as requested
• Adopt the hotel brand behaviours

Skills & Requirements

Required Criteria

• Experience within a customer service role
• Basic level of IT proficiency
• Ability to work in a fast-paced environment requiring flexible working and a genuine willingness to help guests and colleagues
• Good level of English

Desired Criteria

• Experience within the Hospitality Industry

Closing Date

Friday 31st October, 2025

Contract Type

Full-time

Salary

From £11.70 Hourly to £12.70 Hourly

Company Information

Andras House Ltd is a leading property development and hospitality company based in Belfast, Northern Ireland. Established in 1981, the company has grown into a multi-million pound organisation with an extensive portfolio of office, hotel and leisure developments. Andras Hotels is the leading hotel group in Belfast with current awards of Best Hotel in Belfast for Holiday Inn Belfast City Centre, Best Budget Hotel in Ireland for Ibis Belfast City Centre and Best Serviced Apartments for Cordia Serviced Apartments. Andras Hotels is an equal opportunities employer and we subscribe to the Hospitality Employers Charter.