Front Desk Agent

ABOUT US

University Arms is a 192-bedroom design-led Hotel situated in the heart of Cambridge, United Kingdom. Overlooking Parker’s Piece is the Hotel’s quintessentially British Restaurant and Bar Parker’s Tavern, Library Lounge, and beautiful 272 square metre wood panelled Ballroom.

Opened in 1834 as a Coaching Inn, University Arms is Cambridge’s oldest Hotel. For 180 years, the Hotel was added to, updated, and modernised in line with the age; however, it was the reopening in 2018 after a four-year £80m full renovation that really positioned the Hotel. It is now Cambridge's 'go to’ destination, alluring visitors with the promise of a sense of modern luxury.

WHAT WILL YOU BE DOING

You will be the face of the hotel from the moment a guest arrives until they depart. You will actively engage with guests, anticipate needs, resolve concerns, and turn ordinary stays into exceptional memories.

DUTIES

• 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, providing information, and booking services as requested.

WHAT ARE WE LOOKING FOR IN YOU

• Previous experience in a luxury or high-end hospitality environment preferred.
• Passion for customer service and people interaction.
• Confident handling guest concerns professionally.
• Exceptional communication, presentation, and customer service skills.
• Confident with technology, PMS systems, and multitasking under pressure.
• Warm, polished, and professional demeanour with a guest-first mindset.
• Flexible to work shifts including evenings, weekends and holidays.

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 F&B discounts across the Marriott portfolio
• 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.

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