Job Description

JOIN THE TEAM

re you a friendly, professional individual with a passion for delivering exceptional guest service? The Marcliffe is looking for a full-time Front of House Receptionist to join our welcoming team.

As the first point of contact for our guests, you'll play a vital role in creating memorable experiences from check-in to departure. This is a dynamic role in a busy, 5-star environment where no two days are the same -- and your attention to detail and positive attitude will help make every stay special.

ABOUT MARCLIFFE

A couthy character nestled in eight acres of nature. A place woven into the fabric of the North East of Scotland. A country hideaway on the edge of the city steeped in stories.

The Marcliffe is an elevated, luxury Scottish five-star hotel destination wrapped in warmth and wonder--where traditions are cherished, and memories feel timeless. Situated on the doorstep of scenic Royal Deeside, the hotel offers the perfect place to explore the very best of Aberdeen and Aberdeenshire.

ABOUT THE ROLE

Greet all guests warmly, ensuring smooth and professional check-ins and check-outs Provide 5-star service, handling queries, bookings, and any concerns promptly Take reservations for rooms, the restaurant, and drawing room with accuracy Coordinate with housekeeping and other departments to ensure guest needs are met Support the Front Office Manager and contribute to the overall running of the front desk Keep reception and back office tidy, organised, and well-stocked

WHAT YOU'LL DO

Using our

recipe for success

, empowering our people, excellence in service, strengthening infrastructure and optimizing operations, you will:

Welcome guests during check-in and giving a fond farewell to guests while checkout. Ensuring all guests receive a high level of 5-star service at all times. Handling guest complaints and concerns in an efficient and timely manner. Overseeing VIP guests, arrivals and departures. Co-ordinating and multi-tasking job duties in a busy environment. Detailed information regarding arrivals and room requirements. Have up to date information on daily room occupancy. Providing excellent customer service as per hotel standards. Providing information regarding the Hotel, town attractions, activities etc. Maintain up-to date information on room rates, current promotion, offers and packages. Co-ordinate with housekeeping for clearing of rooms. Handle all guests without bias or prejudice and collect feedback including likes and dislikes. Perform basic cashier activities. Ensure that all check-ins and check-outs -- including for groups, golf, weddings, and events -- are handled smoothly and without unnecessary delay or discomfort to any guest. Give proper and complete handover to the next shift. Follow the house rules and policies laid down by the management. Adhere to the Hotel's dress code policy. Ensure Head of Department is kept fully informed of any relevant guest feedback. Keep all area of reception & back office tidy and well stocked. Take all bookings for the Restaurant & Drawing room accurately and in accordance with timings and availability. Take reservation calls in a timely & professional manner ensuring rates are quoted accordingly. Ability to take a detailed message for a guest or staff member. Comply with hotel's security, H&S and fire regulations. Take direction from Front Office Manager. Proven experience in a similar role within a high-end hotel, resort, or hospitality venue. A natural leader with a hands-on, guest-focused approach. Strong knowledge of food, wine, and spirits, with a passion for quality and innovation. Strong commercial awareness and business acumen. Excellent communication, team-building and management skills. Calm under pressure, with a proactive, flexible and solutions-focused mindset with excellent organisational skills and attention to detail Experience of supporting and leading the opening/launch of a restaurant/bar/venue is desirable

ABOUT YOU

At least 1 years' experience in a front desk or customer service role (4 or 5-star environment preferred) Friendly, professional, and able to multitask with a calm and proactive attitude Excellent communication skills and a great team player Strong time management and attention to detail Confident with using phone/email bookings and following up with guests

SALARY & BENEFITS

Full-time, 40 hours per week (as per rota - weekend availability required) Ongoing investment in your personal development with access to internal and external training qualifications and programmes. Monthly service charge and gratuities via Tronc Free onsite parking Meals and uniform provided Employee Discount Shine Awards programme
Job Types: Full-time, Permanent

Pay: 26,000.00 per year

Benefits:

Discounted or free food Employee discount Free parking On-site parking Referral programme
Ability to commute/relocate:

Aberdeen AB15: reliably commute or plan to relocate before starting work (required)
Experience:

hotel reception: 1 year (preferred)
Work authorisation:

United Kingdom (required)
Work Location: In person

Application deadline: 01/08/2025