Front Desk Agent

ABOUT US

University Arms consists of 192 design-led bedrooms, complemented by Parker’s Tavern, a high-end, quintessentially British Restaurant and Bar, Library, and a stunning Ballroom. Set in the heart of Cambridge, University Arms is the ‘go to’ destination, alluring visitors with the promise of a sense of modern luxury.

WHAT WILL YOU BE DOING

As Front Desk Agent, you will be responsible for providing a friendly, helpful, and exceptional level of service to all our guests, ensuring they are treated as individuals and will want to return. You will seek out every opportunity to create lasting memories.

DUTIES

• Serve as a key point of contact for guests and answer any questions or concerns ensuring all our guests receive the highest levels of service throughout their stay in every guest interaction.
• You will handle phone calls, guests checking in/out, all guest requests, and reservations, prepare invoices, take payments from our guests, do end-of-shift duties, and prepare for the next shift.
• Be fully conversant with the facilities, services, and special promotions offered by the hotel and pass this information on to the guest whenever possible to maximise hotel sales and revenue.
• Coordinate with other departments, such as housekeeping and maintenance, to ensure that guests’ requests are met promptly.
• Assisting the Guest Relations Team - handling luggage, providing information, and booking services as requested
• Having a thorough knowledge of the local area.
• Seeking opportunities to create memories for our guests.
• Support newer Team Members in their training to ensure they understand our service standards.
• Managing guest preferences and updating profiles accordingly.
• Handle guest complaints and provide timely resolutions, ensuring that guests are fully satisfied with the outcomes – we focus on the solution, not the complaint!
• Ensure the Front Desk is covered at all times, neat and tidy, and stocked with all necessary equipment and supplies.
• Responsible for ensuring the accuracy of guest billing, financial transactions, and the reception float.
• We believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests.

WHAT ARE WE LOOKING FOR IN YOU

• It's all about attitude for us, someone who enjoys being helpful to others; that person who makes you feel confident they can answer any question and who you'd want to stop and chat to.
• Previous hotel (or similar) experience is great, but it's not a must-have for us - if you're eager to learn we can teach you what you need to know.
• You’re all about having a positive impact on the people you interact with, leaving them with a memorable experience.
• Excellent communication skills, both spoken and written.
• You’re not precious. We leave our egos at the door and help get stuff done.
• You want to be part of a team that works hard, supports each other, and has fun along the way.
• Flexibility to work different shifts including weekends and bank holidays.
• Knowledge of OPERA PMS (preferred).

THE PERKS

As well as the opportunity to work with a fantastic team in an exceptional property, the position comes with:

• Competitive salary
• Free meals on duty
• Uniform
• Team Member Incentives
• Team Member Parties
• Room and FB discounts across the Marriott portfolio
• Free employee assistance program – mental health, well-being, financial, and legal support because you matter!
• Refer a friend – who do you know who could be interested in a new role? When they are placed, you could earn up to £400 for referring them!

RIGHT TO WORK:

In line with the requirements of UK immigration legislation, all applicants must be eligible to live and work in the UK. Documentary evidence of eligibility to work will be required from candidates as part of the recruitment process.

Why work at University Arms and Parker’s Tavern?