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.,
* 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.
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.
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.
* 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