We are currently recruiting for a part‑time, seasonal Receptionist (Guest Service Agent) to join our award‑winning Front Office team at the Sheraton Grand Hotel & Spa. This role will support our front office during a busy summer.
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 i.e. 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 (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
Required Qualifications
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.
* 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).
Benefits
* 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 hotel and spa experiences as part 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 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.
At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated. Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law.
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