IBIS Queens Quarter - Guest Service Agent

Andras Hotels; Belfast; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading hotel group in Belfast seeks a Guest Service Agent to enhance guest experiences and drive brand loyalty. Responsibilities include checking in guests, serving food and beverages, and ensuring a high standard of customer service. Ideal candidates will have experience in customer service and the ability to work in a fast-paced environment. This full-time position offers a competitive hourly rate and various employee benefits.

Benefits

Discounted Hotel Rates

Health Care Cash Plan

Enhanced Pension Scheme

Employee Appreciation Events

Qualifications

• Experience within a customer service role.
• Basic level of IT proficiency.
• Ability to work in a fast-paced environment.

Responsibilities

• Register guest reservations and welcome guests warmly.
• Check in/out guests and issue room keys.
• Serve food and beverages to set standards.

Skills

Customer Service Experience

IT Proficiency

Flexibility

Job description

IBIS Queens Quarter – Guest Service Agent

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. 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 guests experience and driving brand loyalty. This is a hands‑on role managing the guests 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 000s 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

About The Role

Front Office

• Achieve individual and departmental objectives
• 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
• Recognising Loyalty Club Members and returning guest.
• 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.
• Up‑sell rooms and additional services to maximise hotel revenue
• Ensure prompt resolution of customer issues, requests and enquires
• 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 full conversant and comply with the Health and Safety procedures of the hotel.
• Immediately report any 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
• Implements Brand Projects and identifies features such as the hotel loyalty scheme, bringing the Brand concept to life on a day‑to‑day basis
• Good local knowledge enabling you to provide information to guests of local tours, attractions etc.

Food and Beverage

• Achieve individual and departmental objectives
• Serve food and beverages to the standards set out by the hotel at all times.
• Follow the food and beverage sequence of service set out by the hotel at all times.
• Prepare food, including our 24/7 menu options to the highest standards
• Comply to the highest standards of cleanliness, safety and hygiene regulations at all times
• Clear and refresh lobby and restaurant tables (and conference room if relevant)
• Upsell food and drink items including any daily specials
• Responsible for the cleanliness of all equipment used to serve guests
• Demonstrate service attributes in accordance with industry expectations and company standards including attentiveness, anticipation, accuracy and maintaining high levels of knowledge about the products and services offered by the hotel.
• Participate in any training sessions, briefings and meetings as and when requested.
• Adopt the hotel brand behaviours.

Heartist Transforming

Offering guests a different experience, creating emotion, forging lasting relationships built on courtesies, moments and memories, also means allowing spontaneity, encouraging initiative and letting every employee express their personality.

AccorHotels sees a Heartist in each employee – a master of the art of hospitality who serves others from the heart, with curiosity and inventiveness and therefore always strives to make guests feel welcome, heart‑warmed, incredible, or belonging.

There’s so much more to the job than we can capture here. It's simply about creating great experiences, doing the right thing and understanding people.

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 in the hotel.

Desired Criteria

• Experience within the Hospitality Industry

Application Information

Location: Ibis Belfast Queen's Quarter, Ibis Hotel, 75 University Street, Belfast, Northern Ireland, County Antrim, BT7 1HL

Date Posted: 3rd November 2025 | Closing Date: 17th November 2025 | Industry: Hospitality | Job Type: Full time | Salary: Up to £12.70 hourly

Documents: IBIS QQ - Guest Service Agent (GSA).docx

Other Information

Seniority level: Entry level

Employment type: Full‑time

Job function: Other

Industries: Hotels and Motels

EEO Statement: The statements in this job description are intended to represent the key duties and level of work being performed. They are not intended to be ALL responsibilities or qualifications of the job.