Guest Service Agent

Role Overview & Responsibilities

We are currently recruiting for a Guest Service Agent to join our award winning Front Office teamat 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

· Starwood 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.

Job Type: Full-time

Salary: £21,510.00 per year

Benefits:

• Company events
• Company pension
• Discounted or free food
• Employee discount
• Referral programme
• Sick pay
• Wellness programme

Schedule:

• 10 hour shift
• 12 hour shift
• 8 hour shift
• Day shift
• Holidays
• Overtime

Supplemental pay types:

• Tips

Experience:

• Reception: 1 year (preferred)
• 5 Star: 1 year (preferred)

Work Location: In person