Guest Services Associate

5 months ago

Edinburgh, United Kingdom Marriott International, Inc Full time

**Job Number** 23114713

**Job Category** Rooms & Guest Services Operations

**Location** Sheraton Grand Hotel & Spa Edinburgh, 1 Festival Square, Edinburgh, Scotland, United Kingdom VIEW ON MAP

**Schedule** Full-Time

**Located Remotely?** N

**Relocation?** N

**Position Type** Non-Management

We are currently recruiting for a 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 5 days out of 7 on a variety of shifts, the earliest start time being 7am.

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
- Prepare documentation for daily business
- Ensure prompt, efficient and courteous welcome and farewell experience for guests
- Record and administer arrivals and departures including cash handling
- Ensuring guest’s needs and complaints are dealt with speedily and recording as appropriate
- Full awareness of current daily status of Hotel
- Thoroughly conversant with all room types, décor and outlook
- Be aware of daily functions, events, VIP and group arrivals
- Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process to resolve issues, delight, and build trust.
- Provide assistance to individuals with disabilities, including assisting visually, hearing, or physically-impaired individuals within guidelines (e.g., escorting them when requested, using words to explain actions, writing directions on paper, moving objects out of the way, or offering access to TDD phones).
- Be the first point of contact for any internal or external calls and assist as necessarily included but not limited to: reservations enquiries, guest service request, room service orders, general questions, spa and restaurant reservations.
- Develop and maintain positive and productive working relationships with other employees and departments.
- Follow up on all No Shows from previous day and action accordingly
- Pre-arrival checks ensuring traces, alerts, billing procedures are all correct and updated
- Liaise with third parties and travel agents in regards to bookings, billing, requests and maintain the extranet platforms when applicable.
- Assist with any Concierge inquiries and duties
- Oversee revenue management tasks including balancing room inventory and ensure rates codes are built correctly
- To carry out any other duties as required

**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.
- 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 He

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