Description We are currently recruiting for a Night Receptionist (Guest Service Agent) to join our award winning Front Office team at the Sheraton Grand Hotel & Spa. Sheraton Grand Hotel & Spa is one of Scotland's leading 5 star hotels. As the largest 5 star hotel, we also have the biggest banqueting and meeting facilities of any hotel in Edinburgh with a capacity of up to 500 and our One Square Restaurant and bar. This is a full time role working overnight shifts. Do you want to be part of a team of talented people, passionate about creating extraordinary experiences for our guests? Then we look forward to receiving your application. Role: To ensure the seamless delivery of all Reception procedures and provide outstanding guest service. Assist fellow team members in creating memorable guest experiences while maintaining a calm, professional environment at all times. Essential Functions: Guest Check-In/Out & Room Management: Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests. Secure payment; activate/reissue room keys and ensure rates match market codes, documenting exceptions. Verify and adjust billing for guests as needed. Communication & Coordination: Communicate to appropriate staff when guests are waiting for an available room. Advise guests of messages and clear departures in the computer system. Coordinate with Housekeeping to track room status and address guest concerns. Guest Interaction & Assistance: Greet and escort guests to rooms, open doors, and assist guests/visitors entering and leaving the property. Inform guests of property amenities, services, hours of operation, and local areas of interest and activities. Identify and explain room features to guests, such as use of room key, mini-bar, ice and vending areas, in-room safe, and valet laundry services. Telephone & Guest Requests: Operate the telephone switchboard station and run daily reports, contingency lists, and credit card authorization reports. Answer, record, and process all guest calls, requests, questions, or concerns, following up to ensure each has been met to guests’ satisfaction. Transportation & Directions: Arrange transportation (e.g., taxi cab, shuttle bus, limousine/sedan service) for guests/visitors and record advance transportation requests as needed. Assist guests/visitors in and out of vehicles, including loading/unloading luggage. Communicate parking procedures to guests/visitors and supply directions and information about the property and local area. Financial Transactions & Security: Count and secure the bank at the beginning and end of the shift. Cash guests' checks, process all payment types, vouchers, paid-outs, and charges, and provide change as necessary. Notify Loss Prevention/Security of any reports of theft. Luggage Assistance: Transport guest luggage to and from guest rooms and/or designated bell area. Assist with luggage storage and retrieval. Documentation & Reporting: File guest paperwork or documentation as required. Cleanliness: Maintain general cleanliness of the lobby, forecourt, hotel entrance, and parking lot. Ensure these areas are tidy, welcoming, and free of debris at all times. Reports/Recordkeeping: Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy. Print contingency lists to have a record of all guests in case of emergency. Run credit card authorization report and check for discrepancies. Requirements: We are looking for someone who is energetic and self-motivated and who has a passion for delivering great service in a warm professional manner and be able to work well under pressure. Ideally you will have at least 1 year experience within a customer facing role, preferable within the Front Office department within a 5 star environment. Our expectations of you will be that you are able to work on your own initiative as well as part of a team and have a strong desire to improve on your skills and knowledge as well as: High school diploma required, additional hospitality training preferred. Extensive Knowledge of Internet/MS Office applications and related IT preferred. Knowledge of the Opera PMS and Marriott systems is an advantage To project a pleasant and positive professional image to all contacts at all times Great Customer Service Skills - Must enjoy guest interaction and be able to anticipate guest needs and maintain a positive and professional attitude at all times. Must be able to maintain a high level of product and service knowledge in order to explain and sell services and facilities to guests. Must be a Team Player – Demonstrate experience of building positive working relationships and promoting team spirit. Excellent command of English language (verbal and written) You will join a fun loving and passionate team who excel in delivering world class standards and live and breathe the brand culture. So why work for the world’s largest hospitality company? • A competitive salary plus free meals whilst on duty. • 28 days holiday each year, including bank holidays, this increases up to a maximum of 33 days (pro rata) after further service • Worldwide employee and friends & family hotel room rates plus a free overnight stay with Spa access (for you and a plus 1) on the night of your induction • 50% off all F&B outlets within the hotel and 20% F&B discount in other Marriott hotels • Discounts off your supermarket shop, other shopping and experiences through our Marriott Benefit Hub • 50% off Spa Treatments and £50 gym membership within our One Spa • 24/7 and employee healthcare plan with access to Mental Healthcare first aiders • Refer a friend to work with us and receive a £500 bonus • Opportunities for career progression and to transfer around the world plus opportunities to get involved in our charitable and community activities • Many more benefits however most importantly, we’ll help you grow, and develop you as an individual