Guest Service Agent (GSA)

Role overview

Andras Hotels is hiring a Guest Service Agent for the Ibis City Centre hotel at 100 Castle St, Belfast. This is a guest-facing position where you will help shape the overall stay experience, support loyalty and brand engagement, and contribute directly to front office and food and beverage operations.

The role involves welcoming guests professionally, managing arrivals and departures, handling reservations, supporting day-to-day service delivery, and stepping in to assist other departments whenever needed to maintain a high standard of hospitality.

About the employer

Andras Hotels is Northern Ireland’s biggest hotel group, with properties in Belfast, Coleraine and Portrush, along with apartment complexes, a café bar, and a health club and spa. The business is expanding quickly and places strong emphasis on tourism, hospitality, people development, wellbeing, and environmental responsibility through its academy, development programmes, and Green Tourism commitment.

The wider Andras House group, founded in 1981 and based in Belfast, is a major property development and hospitality organisation with a substantial portfolio across offices, hotels, and leisure. The company highlights training, development, support, and equal opportunities as core parts of its culture.

What you will do

Your main focus will be to deliver excellent guest service from check-in to check-out while helping the hotel run smoothly across front office and food service areas.

• Meet individual and team targets.
• Handle reservations by email, phone, and in person, and greet guests in a warm, professional manner.
• Recognise loyalty members and returning visitors.
• Carry out check-in and check-out procedures, issue room keys, and share information about hotel facilities and room locations.
• Answer calls promptly and courteously.
• Promote room upgrades and extra services to help increase revenue.
• Resolve guest questions, concerns, and requests quickly and effectively.
• Escalate any unresolved issues or follow-up items to management.
• Process cash and card payments accurately according to procedure.
• Follow health and safety rules and hotel procedures at all times.
• Report incidents, safety concerns, security breaches, or suspicious activity immediately to the on-duty supervisor or manager.
• Work closely with colleagues across departments to ensure smooth service delivery.
• Support brand initiatives and help bring loyalty and brand values to life in daily operations.
• Use strong local knowledge to guide guests on tours, attractions, and nearby points of interest.
• Serve food and drinks to hotel standards.
• Follow the hotel’s food and beverage service sequence consistently.
• Prepare food items, including 24/7 menu offerings, to a high standard.
• Maintain strict standards of cleanliness, hygiene, and safety.
• Clear and reset lobby, restaurant, and where relevant conference tables.
• Promote food and beverage items, including daily specials.
• Keep all serving equipment clean and ready for use.
• Deliver service that reflects attentiveness, anticipation, accuracy, and strong product knowledge.
• Attend training sessions, briefings, and meetings when required.
• Follow the hotel’s brand behaviours and service expectations.

What the employer is looking for

The ideal candidate should be comfortable in a customer-facing hospitality environment, able to work well with others, and confident using basic IT systems. Experience in hospitality is important, and prior exposure to reception or food and beverage operations would be an advantage.

• Previous experience in a customer-facing role.
• Basic IT literacy.
• Background in the hospitality industry.
• Ability to work effectively as part of a team.
• Helpful to have experience in reception or food and beverage departments.

How success is defined

The hotel describes the role through a service philosophy focused on creating memorable experiences, making guests feel welcomed, valued, comfortable, and truly included. The approach encourages initiative, personality, warmth, curiosity, and thoughtful hospitality in every interaction.

Workplace information

This is a full-time on-site position. The closing date for applications is Tuesday 7th July, 2026.

Salary

The pay range is from £12.20 per hour to £13.20 per hour.

Additional information

The role is expected to cover more than the responsibilities listed here, and the employer notes that the description is not a complete list of all duties or qualifications.

Andras Hotels also highlights a wide range of employee benefits, career progression through its academy, and a supportive development-focused culture across the group.

What the company offers

Benefits include discounted hotel stays worldwide for employees and family/friends, health care cash plan support, Diamond membership of Kingsbridge Hospital Group, improved pension, enhanced maternity and paternity pay, cycle-to-work support, referral bonuses, social events, employee recognition, a monthly employee award, £20 for completing FLOW training, increased annual leave with service, discounts at Bodyscape, CryoSpa discount access, health and wellbeing advice, training and development opportunities, progression across the group, reward club incentives, hotel incentive schemes, and the chance to work with globally recognised hotel brands.

Company culture and values

Andras Hotels says it is committed to training, development, and support for its teams and is signed up to the Hospitality Employers Charter. It also promotes equal opportunities and a workplace where employees can grow with the business.

Location

100 Castle St, Belfast, Northern Ireland, United Kingdom.