Night Receptionist

Additional Information Annual Salary: £24,689.60

Job Number 24138718

Job Category Rooms & Guest Services Operations

Location Sheraton Grand Hotel & Spa Edinburgh, 1 Festival Square, Edinburgh, Scotland, United Kingdom

Schedule Full-Time

Located Remotely? N

Relocation? N

Position Type Non-Management

We are currently recruiting for a Night 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 overnight shifts.

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:

• Guest Check-In/Out & Room Management:

• Process all guest check-ins, check-outs, room assignments, and room change/late check-out requests.

• Secure payment; activate/reissue room keys and ensure rates match market codes, documenting exceptions.

• Verify and adjust billing for guests as needed.

• Communication & Coordination:

• Communicate to appropriate staff when guests are waiting for an available room.

• Advise guests of messages and clear departures in the computer system.

• Coordinate with Housekeeping to track room status and address guest concerns.

• Guest Interaction & Assistance:

• Greet and escort guests to rooms, open doors, and assist guests/visitors entering and leaving the property.

• Inform guests of property amenities, services, hours of operation, and local areas of interest and activities.

• Identify and explain room features to guests, such as use of room key, mini-bar, ice and vending areas, in-room safe, and valet laundry services.

• Telephone & Guest Requests:

• Operate the telephone switchboard station and run daily reports, contingency lists, and credit card authorization reports.

• Answer, record, and process all guest calls, requests, questions, or concerns, following up to ensure each has been met to guests’ satisfaction.

• Transportation & Directions:

• Arrange transportation (e.g., taxi cab, shuttle bus, limousine/sedan service) for guests/visitors and record advance transportation requests as needed.

• Assist guests/visitors in and out of vehicles, including loading/unloading luggage.

• Communicate parking procedures to guests/visitors and supply directions and information about the property and local area.

• Financial Transactions & Security:

• Count and secure the bank at the beginning and end of the shift.

• Cash guests’ checks, process all payment types, vouchers, paid-outs, and charges, and provide change as necessary.

• Notify Loss Prevention/Security of any reports of theft.

• Luggage Assistance:

• Transport guest luggage to and from guest rooms and/or designated bell area.

• Assist with luggage storage and retrieval.

• Documentation & Reporting:

• File guest paperwork or documentation as required.

• Cleanliness:

• Maintain general cleanliness of the lobby, forecourt, hotel entrance, and parking lot.

• Ensure these areas are tidy, welcoming, and free of debris at all times.

• Reports/Recordkeeping:

• Run daily reports (number of arrivals, departures), identify any special requests, and check reports for accuracy.

• Print contingency lists to have a record of all guests in case of emergency.

• Run credit card authorization report and check for discrepancies.

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 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 world’s 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, we’ll help you grow, and develop you as an individual

When you join the Sheraton family, you become a member of its global community. We’ve been a place to gather and connect since 1937. At Sheraton, associates create a sense of belonging in more than 400 communities around the world. We invite, we welcome, and we connect guests through engaging experiences and thoughtful service. If you’re a team player who is excited to deliver a meaningful guest experience, we encourage you to explore your next career opportunity with Sheraton. Join us on our mission to be ‘The World’s Gathering Place’. In joining Sheraton Hotels & Resorts, you join a portfolio of brands with Marriott International. Be where you can do your best work,​ begin your purpose, belong to an amazing global​ team, and become the best version of you.