Job Description

Company Description
Pale Hall, the only AA Five Red Star country house hotel in Wales, is seeking an experienced and accomplished Head Receptionist to lead our Front of House reception team. Set within the exceptional landscape of Snowdonia, Pale Hall is entering an exciting phase of growth and investment, offering an outstanding opportunity for a senior reception professional to play a key role in shaping the guest experience.
As Head Receptionist, you will be responsible for the smooth and professional operation of the reception function, ensuring the highest standards of service are delivered consistently. You will lead by example, acting as an ambassador for Pale Hall, and will work closely with the Guest Relations Manager and wider hotel leadership team.
This is a hands-on leadership role, combining operational excellence with team management. You will oversee daily reception operations, manage guest journeys from pre-arrival to departure, and ensure that every interaction reflects the luxury standards of the hotel and be responsible for the Front of House accounting. You will also support the training, scheduling and development of the reception team, fostering a positive, motivated and detail-driven working environment.
The reception department operates on a shift basis between 7.00am and 11.00pm. Flexibility is essential, including working early, middle and late shifts, as well as weekends on a rota basis.
Key responsibilities will include overseeing reservations for bedrooms, restaurants and private events; managing check-in and check-out procedures; handling guest feedback and resolving issues with professionalism and discretion; ensuring accurate cash handling and payment processing and account management; maintaining effective communication with all departments; and supporting operational standards, systems and reporting.
The successful candidate will have proven experience in a senior reception or Front of House role within a luxury hospitality environment. Exceptional personal presentation, strong leadership and communication skills, excellent attention to detail and confident IT capability are essential. A calm, organised and guest-focused approach is critical, alongside the ability to manage priorities in a fast-paced setting.
Pale Hall offers 22 individually designed bedrooms and suites, AA Three Rosettes dining, and holds the Michelin Green Star for food sustainability. We are proud of our reputation for excellence and place great value on our people.
In return, we offer a competitive salary, onsite parking, complimentary meals on duty, generous hotel discounts and gratuities. This is an excellent opportunity for a motivated professional seeking to progress their career within a highly respected and prestigious hotel.
Applicants must have the right to live and work in the UK and be able to commute independently in line with shift requirements. A full driving licence is preferred to assist with valet parking duties

• Provide a polished, professional and welcoming first impression for all guests, overseeing arrival and departure experiences and ensuring luggage assistance and valet parking are delivered to the highest standard.
• Maintain comprehensive knowledge of all hotel services, facilities, accommodation types, rates, dining options, menus and packages, ensuring the reception team is consistently well informed and confident in their delivery.
• Proactively enhance the guest experience through tailored recommendations for local attractions, dining and activities, using strong local knowledge and guest insight.
• Set and uphold exceptional standards of communication across telephone, email and face-to-face interactions, ensuring the reception team represents Pale Hall with professionalism and warmth at all times.
• Oversee check-in and check-out procedures, ensuring accuracy of guest accounts, billing and payment processes, and delivering a seamless and well-managed guest journey.
• Supervise and manage reservations, cancellations and amendments for bedrooms, restaurants and events, ensuring systems are used accurately and efficiently.
• Ensure all reception records, reports, daily logbooks and shift handovers are completed accurately and to a high standard.
• Manage and delegate administrative responsibilities, including guest correspondence, billing queries and departmental documentation, ensuring compliance with hotel procedures.
• Lead the promotion of hotel services, experiences and special offers, guiding the team to confidently recommend upgrades, dining options and added-value services to enhance guest satisfaction and maximise revenue.
• Work closely with Housekeeping, Kitchen, Food & Beverage and other departments to coordinate daily operations and ensure seamless communication across the hotel.
• Demonstrate leadership through flexibility and a hands-on approach, providing support to other departments when required and setting a positive example for the team.
• Support the training, development and ongoing performance of reception colleagues, contributing to a culture of continuous improvement and service excellence.
• Ensure full compliance with all hotel policies and procedures, including Health & Safety, fire and emergency protocols.
• Take responsibility for maintaining the safety, security and confidentiality of guests, staff and hotel property at all times.

Qualifications
Friendly, approachable, and confident in guest interactions.
Excellent communication skills, both verbal and written.
Well-organised, detail-oriented, and able to multitask under pressure.
Professional appearance and presentation.
Flexible and willing to assist other departments as required.
Previous hotel or customer service experience is desirable but not essential; a positive attitude and enthusiasm are key.
Knowledge of the local area and Welsh language skills are an advantage.
Additional Information
Shifts will include mornings, evenings, weekends, and public holidays as part of a rota system.
Share of Gratuities, Meals on duty, Onsite parking, Generous employee discounts

Skills Required