Casual Receptionist

Casual Receptionist

Delta
Hotels by Marriott Preston

Reporting
into: Front Office Manager, Senior Front Office Supervisor, Front Office
Supervisors

This job description sets out the
current duties of the job role that may vary from time to time without changing
the general character of the job role or the level of responsibility entailed.

Job Purpose

As a Casual Receptionist at the Delta
Hotels by Marriott Preston, you will be the face of the hotel, creating
exceptional first and last impressions for every guest. You will deliver a
seamless and personalised service experience from arrival to departure,
ensuring each interaction reflects the warmth, professionalism, and hospitality
synonymous with the Delta brand.

You will play a key role in supporting Front
Office operations — assisting with check-in and check-out procedures, handling
guest enquiries, and ensuring that all guests feel recognised, cared for, and
valued throughout their stay.

Key Responsibilities

Guest Experience

·
Deliver a professional, warm, and engaging welcome
to all guests, ensuring check-in and check-out procedures are handled smoothly
and efficiently.

·
Actively listen to and respond to guest needs,
requests, and feedback with a focus on creating memorable experiences.

·
Promote Marriott Bonvoy enrolment and recognition
to enhance guest loyalty.

·
Demonstrate thorough knowledge of hotel facilities,
services, and local attractions to provide accurate information and
recommendations.

·
Handle guest complaints with empathy and
efficiency, following service recovery procedures and escalating where
appropriate.

·
Ensure the lobby and front desk areas are clean,
organised, and welcoming at all times.

Operational Excellence

·
Operate
the Property Management System (PMS) accurately to manage reservations,
billing, and room allocations.

·
Maintain
awareness of daily arrivals, departures, VIPs, and special requests to ensure
smooth coordination across departments.

·
Support
coordination with Housekeeping, Engineering, and Food & Beverage to ensure
room readiness and guest satisfaction.

·
Ensure
all guest documentation, data input, and payment information are completed
accurately and in line with company policies.

·
Follow
all standard operating procedures (SOPs) to maintain consistency and compliance
with brand standards.

·
Assist
in handling guest luggage, messages, parcels, and lost property following hotel
policy.

Financial
& Revenue Management

·
Process
all payment methods accurately and securely, in accordance with Marriott
accounting procedures.

·
Handle
floats, deposits, and daily banking responsibly, following blind-drop and audit
compliance requirements.

·
Identify
and act on opportunities to upsell rooms and services, supporting revenue
generation initiatives.

·
Report
any cash or billing discrepancies immediately to the Front Desk Supervisor or
Front Office Manager.

Teamwork
& Development

·
Work collaboratively with colleagues across all
hotel departments to ensure a seamless guest journey.

·
Support new team members through peer coaching and
on-the-job guidance.

·
Attend departmental meetings and training sessions
as scheduled.

·
Uphold Marriott’s culture of teamwork, respect, and
continuous improvement.

Health,
Safety & Compliance

·
Adhere to all health, safety, and fire regulations
in accordance with company policy.

·
Report any incidents, accidents, or security
concerns promptly to management.

·
Follow emergency procedures and participate in
safety drills as required.

·
Maintain confidentiality and data protection
standards in compliance with GDPR.

Communication
& Collaboration

·
Communicate clearly and professionally with guests,
colleagues, and managers.

·
Respond to telephone and email enquiries promptly,
following brand etiquette.

·
Maintain detailed and accurate shift handovers to
ensure operational continuity.

·
Actively participate in pre-shift briefings and
departmental meetings.

Key
Controls

·
Maintain full control of assigned cash float and
keys, ensuring security compliance.

·
Complete end-of-shift cash reconciliation and blind
drops as per audit standards.

·
Ensure access cards, passwords, and system
credentials are used securely and never shared.

·
Immediately report any discrepancies or breaches of
procedure to management.

Cash & Bank Handling

·
Process all payment
methods in accordance with Accounting procedures and policies.

·
Follow property
control audit standards and cash handling procedures (e.g., blind drops).

·
Count bank at end of
shift, complete designated cashier reports, resolve any discrepancies, drop off
receipts, and secure bank.

·
Obtain assigned bank
and ensure accuracy of contracted monies, obtaining change required for
expected business level, and keeping bank secure at all times.

• Transport bank to/from assigned workstation,
  following security procedures.


• Harri, Micros,
  or any other systems access cards/passwords must not be left unattended
  under any circumstances, not shared with anyone, and must be stored
  appropriately whilst off duty.

Working Pattern

·
Work flexibly on a scheduled shift rota, including
mornings, evenings, weekends, and public holidays.

·
Adapt to operational requirements and cover shifts
where necessary to support the team.

·
Perform any additional duties as assigned by the
Front Office Manager or Senior Leadership.