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Guest Services Agent

4 months ago

Midlothian, United Kingdom Marriott International Full time

POSITION SUMMARY

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.

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

· 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

· Monitor the generic email inboxes and make sure guest’s requests /correspondence is dealt with in a timely manner . dinner / spa reservation requests or gift vouchers

· 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 (., 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.

· 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

Marriott International is an equal opportunity employer. We believe in hiring a diverse workforce and sustaining an inclusive, people-first culture. We are committed to non-discrimination on any protected basis, such as disability and veteran status, or any other basis covered under applicable law.