IKL Knowledge

Policies & Procedures

TEAM

JOB DESCRIPTION – Additional Innkeepers Lodge Check In JOB PURPOSE Job Description - Check In

To ensure our guests receive a great 1 st impression. To deliver great guest service and work well with the team to create a friendly, warm and welcoming environment with the key aim of ensuring our guests revisit us and recommend us to their family and friends. DUTIES & RESPONSIBILITIES Our Guests Deliver excellent guest service, at all times by:  Giving every guest a friendly welcome when they arrive at check in  Valuing our guests by engaging them in appropriate conversation / banter  Valuing regular guests by remembering their names, their likes and dislikes, favourite  products etc.  Checking in all guests to IKL brand standard  Providing guests all information they require for their stay (Breakfast serving times and location, location of night entrance, bar and food serving times etc)  Asking if the guest if they would like to book a table in your pub / restaurant for dinner  Talking to every guest about the Innkeepers Lodge guest experience survey at check in  Giving clear directions to their room (Taking guests to their room if possible)  Dealing with guest queries and complaints quickly and professionally  Knowing where the ‘Forgotten items’, extra bedding, towels, irons etc are kept  Never reading out loud the guests room number  Serving guests in turn, quickly and efficiently Our People Communicate and work well with the whole team to ensure the delivery of great guest service. Support the team by helping out others when required Involved in and contribute at team meetings. Our Practices Take pride to ensure the check in area is clean , tidy and clutter free at all times. Maintain personal knowledge by completing in-house training, online eLearning and workbooks. Always adhere to brand standards, licensing law and all company policies & procedures. Carry out management team requests and brand instructions. COMPETENCIES & BEHAVIOURS Guest Obsessed Acts with the guest in mind and goes the extra mile. Win With Our People A supportive, hard working and positive individual with a ‘one team’ attitude and outlook. Drive for Results Driven to exceed business targets for self and team balancing the need for results and quality standards. Communicating with Clarity Communicates clearly and articulately and adapts communication style to suit their audience. Handling Pressure & Problems Operates well under pressure, using initiative and remaining positive when confronted with problems Ensure room keys are safe and secured behind the check in area Keep registration paper work safe and secure and out of view of guests

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Innkeeper’s Lodge

Policies & Procedures Guide