Front Office Associate - 24 Hours

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

Benefits offered by this job

Discounted room rates

Food & beverage discounts

Free leisure club access

Brand perks

Free meals during shifts

Staff parking during shifts

Career development

Employee Assistance Programme

Benefits website access

Job summary

Delta Hotels by Marriott York is seeking a guest services professional to manage check-ins/check-outs, payments, and guest requests with a focus on exceptional hospitality. You will coordinate with Housekeeping, assist with directions and local information, and ensure the accuracy of daily reports and shift-end documentation.

The role requires strong communication, discretion with guest information, and the ability to work a shift in a busy hotel environment.

Responsibilities

• Process guest check-ins by confirming reservations, allocating rooms, and issuing/activating room keys.
• Process all accepted payment methods in accordance with hotel procedures.
• Process check-outs, including resolving late or disputed charges.
• Answer, record and process guest calls, messages, requests, questions and concerns; liaise with Housekeeping for room readiness.
• Communicate parking arrangements and arrange assistance from relevant teams.
• Provide guests with directions and information about the hotel, facilities, and local areas of interest.
• Run daily arrivals/departures reports and check special requests and reports for accuracy.
• Complete designated payment/end-of-shift reports in the system.
• Follow health, safety and security policies and report incidents.
• Maintain professional presentation and confidentiality of information.
• Greet guests, anticipate service needs, and assist individuals with disabilities.
• Communicate clearly with guests and colleagues and use proper telephone etiquette.
• Develop positive relationships with colleagues and other departments; contribute to teamwork and QA standards.
• Stand/move for long periods; handle objects up to ~4.5 kg as required.
• Undertake any other reasonable duties as requested by management.

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