Front Desk Receptionist

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 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

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…