Guest Service Agent

Job description

At Sheraton, we go above and beyond in everything we do. We are inspired by our guests and one another – and are driven to make things better. We love what we do, and we give it all we've got – on property and off. When guests stay with us, it's not just a room with a bed that they're buying. It's an experience. We're looking for someone who is ready to go beyond in everything they do. If you are someone with a genuine drive to improve your life and the lives of those around you, we encourage you to explore careers with Sheraton.

Desired profile

Qualifications :

We are currently recruiting for a 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.

Role:

To ensure the seamless delivery of all Reception procedures and provide outstanding guest service. Assist fellow Guest Service Agents and concierge and maintain a calm, professional environment at all times

Essential Functions

· Prepare documentation for daily business

· Ensure prompt, efficient and courteous reception of guests

· Record and administer arrivals and departures including cash handling

· Ensure the desk is covered at all times in line with business demand.

· Ensuring guest's needs and complaints are dealt with speedily and recording as appropriate

· Full awareness of current daily status of Hotel

· Ensure smooth hand over to next shift

· Thoroughly conversant with all room types, décor and outlook

· Be aware of daily functions, events, VIP and group arrivals

· To work in the Guest Service Centre when needed

· To carry out any other duties as required

· Strong communication with other departments, Resort Sales, Concierge and Housekeeping

· Strong relationship with guests and internal customers

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 is an advantage

· Marriott experience 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.

Benefits:

In return we offer you a competitive salary along with several incentives as well as unlimited career opportunities, industry leading benefits (including: Uniform, complimentary laundry, free meals on duty, dental and optical plans, discounted hotels and F & B), and an environment where your development is our priority. We offer a monthly training calendar full of developmental courses designed to aid career progression.

Follow company policies and procedures; report accidents, injuries, and unsafe work conditions to manager; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Welcome and acknowledge guests according to company standards; anticipate and address guests' service needs; assist individuals with disabilities; thank guests with genuine appreciation. Speak using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships; support team to reach common goals; listen and respond appropriately to the concerns of employees. Comply with quality assurance standards. Stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested by Supervisors.

Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.