Job Description

Job Ref

BES6626

Branch

Hotel Gotham - Newcastle

Location

Newcastle Upon Tyne

Salary/Benefits

Competitive Salary

Contract type

Permanent

Hours

Full Time

Hours per week

40

Date posted

15/08/2025

Closing date

17/09/2025

Job Title:

Receptionist

Department:

Front Office

Reporting to:

Front Office Manager / Assistant Front Office Manager

Position Overview

As the first and last point of contact for our guests, the Receptionist plays a vital role in delivering exceptional and memorable guest experiences. This position is central to the seamless operation of the Front Office and embodies the highest standards of five-star service, professionalism, and care. The Receptionist supports the wider team in creating a welcoming, efficient, and luxurious environment for every guest, every time.

Key Responsibilities

Guest Experience

Provide a warm, polished, and professional welcome and farewell to all guests, ensuring their journey is smooth and memorable. Deliver exceptional 5 service at every stage of the guest's stay, including check-in, check-out, and all guest inquiries or requests.
Anticipate guest needs, resolve issues promptly, and go above and beyond to exceed expectations. Serve as a knowledgeable ambassador for the hotel and the local area, offering tailored recommendations and assistance. Be a first point of contact for guest feedback and complaints, resolving issues with empathy, efficiency, and professionalism.

Front Desk Operations

Ensure a seamless and structured front desk operation throughout your shift. Adhere to all checklists and daily procedures, including accurate billing, cashiering, and reporting tasks. Manage reservations, modifications, and cancellations for both hotel rooms and F&B outlets. Operate the telephone system professionally, responding promptly and courteously to all internal and external calls. Maintain an immaculate reception area that reflects the hotel's brand standards.

Sales & Revenue

Use upselling techniques to promote room upgrades and hotel services, enhancing guest satisfaction while maximizing revenue. Be aware of current packages, offers, and promotions to confidently inform and engage guests. Understand the hotel's sales and occupancy strategies and support their implementation from the front desk.

Teamwork & Communication

Participate actively in daily handovers and contribute to the efficient communication across shifts. Work collaboratively with colleagues in all departments to ensure the smooth delivery of guest services. Contribute to a positive team culture that embodies hospitality, motivation, and high standards.

Health, Safety & Compliance

Maintain a safe working environment, following all health and safety protocols and reporting hazards or incidents immediately. Ensure knowledge of fire safety, emergency procedures, and first aid responsibilities relevant to your area. Adhere to the hotel's hygiene, appearance, and uniform standards at all times. Attend all required statutory and hotel-specific training sessions.

General Responsibilities

Support the Management Team and wider Front Office team with operational needs as required. Attend departmental meetings, performance reviews, and training sessions as scheduled. Undertake any reasonable task or duty requested by management in line with the needs of the business.

Additional Expectations

Always act in the best interests of the hotel, its guests, and your colleagues. Maintain discretion and professionalism at all times, upholding the hotel's image and brand values. * Cooperate fully with the company's Equal Opportunities and Anti-Harassment policies.