Receptionist - Front Desk

We are currently recruiting for a Receptionist (Guest Service Agent) to join our award winning Front Office teamatthe Sheraton Grand Hotel & Spa.

Sheraton Grand Hotel & Spa is one of Scotlands 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 guests 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 dcor and outlook
• Be aware of daily functions events VIP and group arrivals
• Monitor the generic email inboxes and make sure guests 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 physicallyimpaired 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
• Prearrival 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 selfmotivated and who has apassion 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 towork on your own initiative as well as part of a teamand 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 worlds 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 well help you grow and develop you as an individual