Receptionist

Marrable's Hotel; London Borough of Islington; On-site; GBP 22,000 - 26,000; Full time

Benefits offered by this job

Food & Drink discount

Friends & Family rates

Birthday day off

Growth culture

Equal opportunity employer

Job summary

The Zetter Group’s Marrable’s in Clerkenwell is seeking a friendly Front Office host to welcome guests and support check-in/check-out, reservations, and guest records. You’ll coordinate with housekeeping, maintenance, and F&B to deliver a distinctly London boutique experience.

Night shifts on a rota basis are included, with opportunities to grow in a vibrant, inclusive team. Applicants should deliver professional service, handle guest inquiries promptly, and help maintain high standards of

Responsibilities

• Greet and welcome guests in a friendly, professional, and engaging manner.
• Assist guests with check-in and check-out processes, ensuring accuracy and efficiency.
• Handle reservations, cancellations, and amendments using the hotel management system.
• Ensure accuracy of guest information, billing, and payment details.
• Update and maintain guest records in line with company procedures.
• Prepare daily reports and complete administrative tasks as required.
• Maintain an organised, tidy, and professional front desk area, including filing and paperwork.
• Provide information about hotel facilities, services, and local attractions.
• Answer telephone calls and respond to guest enquiries promptly and courteously.
• Handle guest requests, complaints, and concerns with empathy, professionalism, and a proactive approach, escalating where appropriate.
• Anticipate guest needs and contribute to a personalised, distinctly “Zetter” experience.
• Communicate effectively with other hotel departments to ensure seamless guest experiences.
• Collaborate with housekeeping, maintenance, food & beverage, and other teams to coordinate special requests.
• During busy periods, support operations in The Parlour, including welcoming guests, greeting, and taking orders, as reasonably required.
• Always deal with all internal and external customers in a professional and courteous manner.
• Adhere to fire safety, security, food safety, health & safety, and hygiene requirements.
• Be familiar with: Fire procedures, security procedures, health & safety policies, hotel and restaurant facilities, SOPs, payment methods, marketing promotions, and general safety obligations.
• Report hazards, accidents, near misses, or maintenance promptly.
• Maintain high standards of personal presentation, dress, and hygiene.
• Maintain high levels of housekeeping within the department.
• Uphold standards in line with SOPs.
• Protect guest confidentiality and handle data per data protection rules.
• Use company equipment and resources responsibly.
• Participate in cross-training and multi-skilling as directed.
• Identify personal training needs and discuss with your manager.
• Occasionally carry out duties outside your normal scope as requested.
• All roles except dedicated night roles cover night shifts on a rota basis with notice.

Job description

Welcome to Marrable’s, an architecturally inspired London hotel.

A uniquely designed boutique hotel located right at the core of London’s creative neighbourhood, Clerkenwell.

From a luxurious suite to well-appointed and chic club rooms, all our bedrooms offer a quirky and very British home from home.

Key Responsibilities

Front Office & Operational Duties

• Greet and welcome guests in a friendly, professional, and engaging manner.
• Assist guests with check-in and check-out processes, ensuring accuracy and efficiency.
• Handle reservations, cancellations, and amendments using the hotel management system.
• Ensure accuracy of guest information, billing, and payment details.
• Update and maintain guest records in line with company procedures.
• Prepare daily reports and complete administrative tasks as required.
• Maintain an organised, tidy, and professional front desk area, including filing and paperwork.

Guest Experience & Service

• Provide information about hotel facilities, services, and local attractions.
• Answer telephone calls and respond to guest enquiries promptly and courteously.
• Handle guest requests, complaints, and concerns with empathy, professionalism, and a proactive approach, escalating where appropriate.
• Anticipate guest needs and contribute to a personalised, distinctly “Zetter” experience.

Teamwork & Cross-Department Support

• Communicate effectively with other hotel departments to ensure seamless guest experiences.
• Collaborate with housekeeping, maintenance, food & beverage, and other teams to coordinate special requests.
• During busy periods, support operations in The Parlour, including welcoming guests, greeting, and taking orders, as reasonably required.
• Always deal with all internal and external customers in a professional and courteous manner.

Health, Safety & Compliance

• Adhere to all statutory requirements relating to fire safety, security, food safety, health & safety, and hygiene.
• Be fully conversant with:
• Fire and emergency procedures
• Company security procedures
• Health & Safety policies and procedures
• Hotel and restaurant facilities and local attractions
• Standards of operation and departmental procedures
• Accepted methods of payment
• Current short- and long-term company marketing promotions
• Take reasonable care for your own health and safety and that of others.
• Report hazards, accidents, near misses, or maintenance issues promptly.

Standards, Presentation & Quality

• Maintain high standards of personal presentation, dress, and hygiene at all times, in line with company guidelines.
• Maintain high levels of housekeeping within the department.
• Uphold and maintain all standards in line with departmental standard operating procedures.
• Protect guest confidentiality and handle data in line with data protection requirements.
• Use company equipment, systems, and resources responsibly.

Learning, Development & Flexibility

• Participate in cross-training and multi-skilling within your department or other departments, as deemed appropriate by your manager.
• Take responsibility for identifying personal training needs and communicating these to your manager.
• From time to time, carry out duties outside your normal sphere of work, where reasonably requested by management.
• All roles (excluding dedicated night roles) are required to cover night shifts on a rota basis, with reasonable notice.

What Awaits You at The Zetter

Discounted Food & Drink in all Zetter Parlours

Friends & Family Hotel Rates – 50% off for your favourite people

A paid day off on your birthday

A culture that values individuality, celebrates effort, and supports growth

We are an equal opportunity employer, and all applications will receive consideration for employment without regard to any protected characteristics by law