Job Summary:
The Head Receptionist is responsible for leading the front desk team to ensure the highest standards of guest service are consistently delivered. This role involves supervising reception staff, managing day-to-day front desk operations, ensuring efficient check-in/check-out procedures, and maintaining a warm, professional, and welcoming environment for all guests.
Key Responsibilities:
* Supervise and support the reception team in all daily operations.
* Ensure all guests receive a warm and professional welcome on arrival.
* Oversee check-in and check-out procedures, ensuring accuracy and efficiency.
* Manage room reservations, cancellations, and no-shows in line with hotel policy.
* Train, mentor, and schedule front desk staff to maintain high performance.
* Handle guest complaints and resolve issues promptly and professionally.
* Liaise with housekeeping and other departments to ensure seamless service.
* Ensure all front desk activities comply with hotel policies and procedures.
* Prepare and submit shift reports, occupancy data, and other relevant records.
* Maintain a strong knowledge of all hotel services, promotions, and local attractions.
* Uphold GDPR and confidentiality standards when handling guest information.
Requirements:
* Proven experience in a hotel front desk or reception role, ideally at supervisory level.
* Strong leadership and team management skills.
* Excellent communication and interpersonal abilities.
* Ability to multitask and remain calm under pressure.
* Proficient in using hotel booking software (e.g. OPERA, Protel, or similar).
* Flexibility to work shifts, including evenings, weekends, and holidays.
* A warm, professional, and guest-focused approach at all times.
Desirable:
* Qualification in Hospitality or Tourism Management.
* First Aid and/or Fire Warden training.
* Knowledge of the local area and tourism offerings.
What We Offer:
* Competitive salary
* Opportunities for career growth and development
* Staff meals while on duty
* Uniform provided
* Discounts on hotel stays at our sister property
Job Type: Full-time
Benefits:
* Bike to work scheme
* Company events
* Employee discount
* Food allowance
* Gym membership
* On-site gym
* On-site parking
* Relocation assistance
* Sick pay
* Store discount
* Wellness program
Work Location: In person