Guest Experience Concierge - Luxury Hotel

Parker's Tavern; Cambridge; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Competitive salary

Free meals on duty

Uniform

Team Member Incentives

Team Member Parties

Room and F&B discounts across the MarR

Refer a friend – up to £400 for a hire

Job summary

University Arms Cambridge is seeking a warm, professional Front Desk Host to welcome guests from arrival to departure. You will deliver impeccable service, anticipate needs, resolve concerns and create memorable stays in a luxury setting.

You will handle check-ins, reservations, payments and inquiries, coordinate with other departments, upsell rooms and amenities, and maintain a polished lobby. Previous luxury hospitality experience and strong communication are essential.

Qualifications

• Experience in luxury or high-end hospitality preferred.
• Passion for customer service and people interaction.
• Confident handling guest concerns with professionalism.
• Exceptional communication, presentation and customer service skills.
• Comfortable with technology, PMS systems, and multitasking under pressure.
• Warm, polished and guest-first demeanour with a flexible schedule.

Responsibilities

• Welcome and check in guests with impeccable service and a genuine sense of hospitality.
• Handle check-outs, reservations, payments, and guest enquiries efficiently and accurately.
• Provide personalised recommendations and support to enhance each guest’s stay.
• Manage guest requests, coordinating with other departments to ensure timely solutions.
• Resolve issues with confidence, professionalism, and ownership.
• Upsell rooms, amenities and hotel services.
• Respond to guest emails and online enquiries in a timely and personalised manner.
• Maintain front desk presentation and lobby standards.
• Organise special occasions (birthdays, anniversaries, VIP arrivals).
• Build rapport with guests and recognise returning visitors.
• Prepare and deliver in-room amenities (VIP amenities, celebrations, special requests).
• Assist when needed with guest luggage, information, and booking services.

Skills

Guest service

Communication

Problem solving

Teamwork

Customer focus

Attention to detail

Tools

PMS systems

Job description

University Arms Cambridge is seeking a warm, professional Front Desk Host to welcome guests from arrival to departure. You will deliver impeccable service, anticipate needs, resolve concerns and create memorable stays in a luxury setting.

You will handle check-ins, reservations, payments and inquiries, coordinate with other departments, upsell rooms and amenities, and maintain a polished lobby. Previous luxury hospitality experience and strong communication are essential.