Senior Hotel Receptionist

7 days ago

London, Greater London, United Kingdom The Marlin Hotel Full time

Marlin operates a premium collection of serviced apartments, hotels, and aparthotels across central London and Dublin.

We are seeking a Senior Receptionist to join us as a Guest Experience Executive. You will be the primary representative responsible for creating positive memories for our guests. You will assume responsibility for the property whilst on duty and own every guest interaction. You will obsess over the guest and take every opportunity to proactively deliver 'Home Away from Home' experiences.

Our Guest Experience Executives are tactile and agile in their approach, a true all-rounder. They'll own problems and find solutions with urgency ensuring the guest experience is seamless.

Key Responsibilities:

  • Ensure each guest touchpoint is completed with personality and genuine hospitality.
  • Assist with luggage and conduct property walk-throughs.
  • Ensure common areas meet brand standards: clean, tidy, and well-presented.
  • Maintain a professional appearance and demeanor.
  • Conduct routine apartment checks and address potential issues.
  • Adhere to standard operating procedures and company policies.
  • Manage petty cash, keys, and apartment readiness.
  • Report unresolved issues to the Operations Manager.
  • Keep storage areas organized and deliver packages to guests.
  • Respond professionally to online and email guest feedback.
  • Report maintenance issues and complete reception admin tasks.
  • Undertake additional tasks and projects as assigned by the Operations Manager.
  • Respond promptly to pre-arrival requests and queries.
  • Conduct professional and personalized arrival and departure experiences.
  • Complete courtesy, pre-arrival, and long-stay calls on time.
  • Enhance the guest experience with local knowledge and proactive solutions.
  • Manage guest packages and mail delivery.
  • Maintain regular follow-up with long-staying guests.

Requirements:

  • Excellent interpersonal and communication skills.
  • Strong problem-solving abilities and a proactive approach.
  • Impeccable attention to detail and high standards of presentation.
  • Ability to multitask and manage time effectively.
  • Previous experience in a similar role is preferred.
  • Immaculate personal presentation and professional demeanor.
  • Ability to work flexible shifts, including weekends and holidays.
  • A positive attitude and a passion for delivering outstanding guest experiences.

Benefits:

  • Cycle to Work Scheme
  • Paid Day Off on your Birthday
  • Paid Day Off for Charity Work
  • Free Eye Test Voucher
  • Annual Summer & Winter Party
  • Refer a Friend Scheme
  • Hero of the Month Award Monthly

Marlin is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Job Type: Full-time

Pay: Up to £14.00 per hour

Benefits:

  • Company events
  • Company pension
  • Cycle to work scheme
  • Employee mentoring programme
  • Referral programme

Experience:

  • Customer service: 1 year (required)

Work Location: In person

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