Five-Star Front Desk Concierge – Guest Experience

Burlington Hotel; Newcastle upon Tyne; On-site; GBP 21,000 - 25,000; Full time

Job summary

Hotel Gotham – Newcastle is seeking a Receptionist for the Front Office team. You will be the first point of contact for guests, setting the tone for a five-star experience with warmth, discretion, and professional service.

You will manage check-ins and check-outs, handle inquiries across face-to-face, phone and digital channels, upsell services, and support front office operations in line with brand standards and GDPR compliance.

Qualifications

• Experience in front office operations or hotel reception.
• Excellent communication and guest service skills.
• Strong attention to detail and professionalism.

Responsibilities

• Welcome guests warmly and ensure smooth check-in/check-out.
• Deliver service across face-to-face, telephone, and digital channels.
• Anticipate guest needs and resolve queries promptly.
• Maintain a welcoming lobby and reception area at all times.
• Handle reservations, amendments, and cancellations accurately.
• Upsell hotel services and understand rate strategies.
• Collaborate with reservations and sales to support occupancy goals.

Skills

Five-star service

Strong communication

Discretion

Tools

Property Management System (PMS)

Job description

Hotel Gotham – Newcastle is seeking a Receptionist for the Front Office team. You will be the first point of contact for guests, setting the tone for a five-star experience with warmth, discretion, and professional service.

You will manage check-ins and check-outs, handle inquiries across face-to-face, phone and digital channels, upsell services, and support front office operations in line with brand standards and GDPR compliance.