FRONT OFFICE ASSOCIATE

Delta Hotels by Marriott York; York and North Yorkshire; On-site; GBP 12,000 - 18,000; Full time

Benefits offered by this job

Discounted room rates

Discount on food & beverage

Leisure Club access

Benefits portal

Free meals during shifts

Staff parking

Learning & development

Employee assistance programme

Dedicated benefits website

Job summary

Delta Hotels by Marriott York is seeking a guest services agent to welcome guests, manage check-ins and check-outs, and handle payments at the front desk. This role requires delivering excellent customer service, coordinating with housekeeping, and providing information about local attractions.

It is based at our York property, offering opportunities to grow in a premium hotel environment. Applicants should be prepared to perform a variety of administrative tasks, maintain confidentiality, and

Responsibilities

• Process guest check-ins by confirming reservations, allocating rooms and issuing keys.
• Handle payments including debit/credit cards and electronic methods per procedures.
• Process check-outs and resolve late or disputed charges.
• Answer and log guest calls; liaise with Housekeeping for room readiness.
• Communicate parking arrangements and arrange assistance as required.
• Provide guests with directions and information about the hotel and local area.
• Run daily reports on arrivals/departures and verify special requests.
• Complete end-of-shift and payment reports.
• Process electronic payments and guest accounts accurately.
• Follow health, safety and security policies; report incidents.
• Maintain professional presentation and confidentiality of hotel and guest information.
• Welcome and acknowledge guests; anticipate service needs and assist guests with disabilities.
• Communicate clearly with guests and colleagues; use telephone etiquette.
• Develop positive relationships with colleagues and other departments.
• Contribute to teamwork and uphold quality standards.
• Stand, sit or walk for extended periods and lift up to 4.5 kg; undertake other duties as required.

Job description

Position Summary:

• Process all guestcheck-ins by confirming reservations, allocating rooms, and issuing andactivating room keys.
• Process all accepted methods of payment, including debit and credit cards andother 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 andconcerns. Liaise with Housekeeping to monitor the readiness of bedrooms forcheck-in.
• Communicate parking arrangements to guests and visitors and arrange assistancefrom the appropriate team members where required.
• Provide guests with directions and information regarding the hotel, itsfacilities and services, and local areas of interest. Run daily reports,including arrivals and departures, identify any special requests and checkreports for accuracy.
• Complete designated payment and end-of-shift reports using the computer system.
• Process electronic payments and guest accounts accurately in accordance withhotel procedures.
• Follow all hotel health, safety and security policies and procedures, reportingaccidents, injuries and unsafe working conditions to the appropriate manager.
• Follow all hotel policies and procedures, ensuring uniform and personalpresentation are clean, hygienic and professional. Maintain confidentiality ofcompany 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 appropriateassistance to individuals with disabilities.
• Communicate clearly and professionally with guests and colleagues and useappropriate telephone etiquette.
• Develop and maintain positive working relationships with colleagues and otherdepartments.
• Contribute to effective teamwork and comply with quality assurance expectationsand standards.
• Stand, sit or walk for extended periods of time and for the duration of a shiftwhere required. Move, lift, carry, push, pull and place objects weighing up toapproximately 4.5 kg without assistance.
• Undertake any other reasonable duties as required by management or supervisors.

About Us:

Delta Hotels by Marriott York offers a 4 star hotel experience in a beautiful location steps away from the York Racecourse. We have stunning guest rooms and leisure facilities as well as banqueting spaces for hire and our Cast Iron Bar & Grill.

Benefits to joining:

• Discounted room rates for you, as well as your friends & family worldwide!
• Discount on food & beverage at Marriott hotels worldwide.
• Free use of the Leisure Club facilities
• Access to discounts, rewards, and perks with top brands
• Free meal during shifts
• Staff parking during shifts
• Learning & Development opportunities
• Employee Assistance Programme
• Dedicated benefits website