Front Desk & Guest Experience Specialist

Delta Hotels by Marriott York; York and North Yorkshire; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Discounted room rates for you, as well

Discount on food & beverage at MarrIot

Free use of the Leisure Club

Access to discounts, rewards, and perк

Free meal during shifts

Staff parking during shifts

Learning & Development opportunities

Employee Assistance Programme

Dedicated benefits website

Job summary

Delta Hotels by Marriott York is seeking a Guest Services professional to support front desk operations and deliver exceptional guest experiences. You will greet guests, manage check-ins and check-outs, handle payments, and provide information on hotel facilities and local attractions.

Role requires clear communication, professional appearance, and the ability to work as part of a team across hotel departments.

Responsibilities

• Process all guest check-ins by confirming reservations, allocating rooms, and issuing and activating room keys.
• Process all accepted methods of payment, including debit and credit cards and other approved electronic payment methods, in accordance with hotel procedures.
• Process all check-outs, including resolving any late or disputed charges.
• Answer, record and process all guest calls, messages, requests, questions and concerns.
• Liaise with Housekeeping to monitor the readiness of bedrooms for check-in.
• Communicate parking arrangements to guests and visitors and arrange assistance from the appropriate team members where required.
• Provide guests with directions and information regarding the hotel, its facilities and services, and local areas of interest.
• Run daily reports, including arrivals and departures, identify any special requests and check reports for accuracy.
• Complete designated payment and end-of-shift reports using the computer system.
• Process electronic payments and guest accounts accurately in accordance with hotel procedures.
• Follow all hotel health, safety and security policies and procedures, reporting accidents, injuries and unsafe working conditions to the appropriate manager.
• Follow all hotel policies and procedures, ensuring uniform and personal presentation are clean, hygienic and professional.
• Maintain confidentiality of company and guest information and protect hotel property and assets.
• Welcome and acknowledge all guests in accordance with hotel standards, anticipate and respond to guests' service needs and provide appropriate assistance to individuals with disabilities.
• Communicate clearly and professionally with guests and colleagues and use appropriate telephone etiquette.
• Develop and maintain positive working relationships with colleagues and other departments.
• Contribute to effective teamwork and comply with quality assurance expectations and standards.
• Stand, sit or walk for extended periods of time and for the duration of a shift where required.
• Move, lift, carry, push, pull and place objects weighing up to approximately 4.5 kg without assistance.
• Undertake any other reasonable duties as required by management or supervisors.

Job description

Delta Hotels by Marriott York is seeking a Guest Services professional to support front desk operations and deliver exceptional guest experiences. You will greet guests, manage check-ins and check-outs, handle payments, and provide information on hotel facilities and local attractions.

Role requires clear communication, professional appearance, and the ability to work as part of a team across hotel departments.