Receptionist

Role Overview

This position is the main welcome point for hotel guests, handling both face-to-face and phone interactions from the center of the property. Working within the Front of House team, you will help deliver an efficient arrival and departure experience while responding to guest questions promptly and professionally.

As the first representative many guests meet, your approach will shape how they perceive their stay. The hotel places strong emphasis on consistently high service standards, so this role is important in protecting and enhancing that reputation. Previous hotel reception experience is not mandatory, but you should already understand what excellent guest service looks like. Strong communication, solid administration ability, and careful attention to detail are essential.

Key Responsibilities

• Lead, guide, and keep the Guest Service and Switchboard team motivated so both external and internal guests receive exceptional care.
• Manage the daily running of the reception desk and switchboard, working closely with department heads across the hotel.
• Maintain and, where possible, raise the quality standards of the Guest Service team, using Red Star and Elite standards as the baseline for performance.
• Ensure full and effective use of Fidelio Opera PMS, Concept, and Squirrel POS, and make sure reception staff are comfortable using the relevant functions.
• Use guest history and profile information effectively, and record, review, and respond to guest feedback appropriately.

Additional Information

The hotel’s wider aim is to ensure every guest leaves with a positive experience that they are eager to share with others.

Service Expectations

You are expected to deliver high-quality service, handle guest queries efficiently, and contribute to a polished front-of-house experience throughout the day.