Guest Ambassador

TRE Front of House; City of Edinburgh; On-site; GBP 80,000 - 100,000; Full time

Job summary

A luxury hotel in Edinburgh is seeking a Guest Ambassador/Hotel Receptionist. This role requires Front Office experience in a 4 or 5-star environment, excellent customer service skills, and an enthusiastic approach to service excellence. You will ensure all guest accounts are correctly set up, manage check-ins and check-outs, and maintain high standards while maximizing revenue. This full-time position offers various benefits, including meals on duty and opportunities for career development.

Benefits

Meals on duty

Provision and laundry of uniform

Employee recognition awards

Qualifications

• Experience in a 4/5 star hotel environment preferred.
• Enthusiastic attitude toward service excellence.
• Ability to work under pressure while paying attention to details.

Responsibilities

• Ensure guest accounts are set up with valid payment methods.
• Deliver high-level service while handling customer requests and complaints.
• Ensure accuracy in Front Office operations such as check-ins and reservations.
• Maintain system updates in the PMS.
• Maximize revenue through upselling and cross-selling.

Skills

Front Office experience

Customer service skills

Attention to detail

Proficient in English (spoken and written)

Tools

Computerized PMS system

Job description

Guest Ambassador / Hotel Receptionist

Roseate Hotels & Resorts is looking to recruit a Guest Ambassador / Hotel Receptionist to join The Roseate Edinburgh, Scotland.

The hotel is a 5 star luxury boutique hotel and part of “Small Luxury Hotels Collection”.

The Roseate Edinburgh is located in the heart of Edinburgh, featuring 35 bespoke guest bedrooms and suites, a bar & restaurant, meeting room, lounge, conservatory and private gardens. Refined, relaxed, luxurious and intimate.

We are looking for a motivator and charismatic leader at the same time and someone with a strong background in Rooms Division and Revenue Management.

Main duties/responsibilities:

• Ensure that all guest accounts are set up correctly with a valid method of payment i.e. sufficient advance authorization obtained for all credit cards.
• Enthusiastically delivering service excellence by handling all customers’ requests and complaints to ensure their satisfaction and a high level of service.
• Be proficient in Front Office operations such as check-ins, check-outs, and reservations.
• Provide an accurate handover to returning colleagues at the end of the shift.
• Knowledge of computerized PMS system and ensure system is always up-to-date.
• Handle guest complaints in a careful and courteous manner providing Front Office Management with sufficient backup information.
• Adhere to 5 star standards at all times - maximizing revenue including upselling rooms and cross selling to food and beverage outlets.

Entry Requirements:

• Front Office experience within a 4/5* star environment is preferable.
• Excellent customer service skills.
• Attentiveness, a well groomed appearance, initiative, loyalty, maturity, respect for confidentiality and discretion, a positive attitude and dependability.
• Enthusiastic in delivering service excellence.
• Possess the ability to work under pressure whilst maintaining attention to detail.
• Has an excellent command of English, both spoken and written.
• Display a polite and professional attitude to internal and external guests
• Full Time – 4on / 4off

Package benefits:

• Meals on duty
• Provision and laundry of uniform
• Employee recognition awards
• Performance review and personal development plan
• Internal transfer and promotion opportunities
• Support in the development of your career
• Preferential room rates within the hotel group for yourself and family & friends

You must be eligible to live and work in the UK to apply for this position and be in possession of a current work visa. In line with the requirements set by the Asylum and Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of the eligibility will be required from candidates as part of the recruitment process.