About Company
Malmaison Edinburgh, nestled in the vibrant heart of Leith’s waterfront, stands as a beacon of boutique luxury and unique style. We’re not just a hotel; we’re a destination where every guest experience is crafted with passion, personality, and an undeniable flair. Part of the acclaimed Malmaison & Hotel du Vin group, we pride ourselves on exceptional service, design-led interiors, and creating memorable moments for our diverse clientele. Our team is a collective of hospitality enthusiasts who thrive on delivering extraordinary experiences and being part of a brand that dares to be different. Join us and become a pivotal part of a team where your contributions are celebrated, and your career can truly flourish amidst a culture of excellence and fun.
Job Description
Are you a charismatic individual with a passion for people and a flair for making every guest feel like a VIP? Malmaison Edinburgh is seeking a dynamic and dedicated Hotel Receptionist to be the welcoming face and efficient backbone of our bustling Leith hotel. As our Guest Check-in & Support specialist, you’ll be the first impression and lasting memory for our guests, setting the tone for their entire stay. This isn’t just a desk job; it’s an opportunity to curate exceptional experiences from arrival to departure. You will manage check-ins and check-outs with seamless efficiency, handle reservations with precision, and act as a local expert, providing guests with insider tips on exploring Edinburgh’s historic charm and Leith’s vibrant scene. Beyond the transactional, you’ll engage with guests, anticipate their needs, and resolve any queries with grace and professionalism. Your role is central to maintaining our high standards of service, ensuring a smooth operational flow, and upholding the unique Malmaison brand ethos. If you are an organised, proactive, and genuinely friendly individual eager to contribute to a luxury boutique hotel environment, we want to hear from you.
Key Responsibilities
- Warmly welcome guests upon arrival, processing check-ins and check-outs efficiently and accurately.
- Manage and update guest reservations, ensuring all details are correct and preferences are noted.
- Answer incoming calls and emails professionally, providing information and assistance to guests and prospective visitors.
- Handle all guest inquiries and resolve any issues or complaints promptly and courteously to ensure guest satisfaction.
- Process payments, manage cash handling, and accurately reconcile daily transactions.
- Provide comprehensive knowledge of hotel services, facilities, and local attractions, offering personalized recommendations.
- Maintain the cleanliness and presentation of the reception area and lobby.
- Liaise effectively with other departments (housekeeping, concierge, restaurant) to ensure a seamless guest experience.
- Assist with administrative tasks and special projects as required by hotel management.
- Adhere to all hotel policies, safety procedures, and brand standards at all times.
Required Skills
- Proven experience in a customer-facing role, preferably within hospitality or retail.
- Exceptional communication and interpersonal skills, with a friendly and professional demeanor.
- Strong organizational abilities and attention to detail.
- Proficiency in basic computer systems, including Microsoft Office suite.
- Ability to multi-task and perform effectively in a fast-paced environment.
- Excellent problem-solving skills and a proactive approach to guest needs.
- A genuine passion for delivering outstanding customer service.
- Ability to work flexible shifts, including evenings, weekends, and holidays.
Preferred Qualifications
- Previous experience with Property Management Systems (PMS) such as Opera or similar.
- Knowledge of the local Leith and Edinburgh area, including attractions, dining, and transport.
- Basic understanding of hotel operations and procedures.
- Additional language proficiency is a plus.
Perks & Benefits
- Competitive salary and opportunities for career progression within the Malmaison & Hotel du Vin group.
- Generous staff discounts across all Malmaison & Hotel du Vin hotels and restaurants.
- Comprehensive training and development programs.
- Meals on duty provided.
- Company pension scheme.
- Complimentary uniform.
- Referral bonus scheme.
- Discounted health and wellbeing benefits.
How to Apply
Ready to bring your spark to Malmaison Edinburgh? We encourage all qualified candidates to apply by clicking on the application link below. Please ensure your CV highlights your relevant experience and demonstrates your passion for delivering exceptional guest service. We look forward to reviewing your application and potentially welcoming you to our team!