Front Desk Guest Experience Specialist - Luxury Hotel

Accor; Rochdale; On-site; GBP 21,000 - 27,000; Full time

Job summary

Mercure Manchester Norton Grange Hotel and Spa in Manchester requires a Front Office professional to manage reception duties, ensure brand standards are followed, and oversee guest check-ins, check-outs, and billing. You will allocate rooms, coordinate with Housekeeping, and ensure excellent guest experiences throughout their stay.

You will be familiar with front office procedures, guest privacy, and loyalty programs, ensuring smooth operation from arrival to departure and handling escalations

Qualifications

• Reception experience preferred.
• Knowledge of Opera PMS (training provided).
• Strong guest service and communication skills.

Responsibilities

• Ensure all Front Desk tasks are completed in a timely manner.
• Follow brand standards and maintain high service levels.
• Manage room allocations and guest requests with Housekeeping.
• Process check-ins and check-outs and handle billing accurately.
• Monitor occupancy, rate levels and communicate with relevant departments.
• Respond to guest enquiries and resolve issues to exceed expectations.
• Maintain proper cash handling, float balances and daily reconciliations.

Skills

Front desk operations

Guest service

Communication skills

Team collaboration

Tools

Opera PMS

Job description

Mercure Manchester Norton Grange Hotel and Spa in Manchester requires a Front Office professional to manage reception duties, ensure brand standards are followed, and oversee guest check-ins, check-outs, and billing. You will allocate rooms, coordinate with Housekeeping, and ensure excellent guest experiences throughout their stay.

You will be familiar with front office procedures, guest privacy, and loyalty programs, ensuring smooth operation from arrival to departure and handling escalations