Front Desk & Duty Manager — Guest Experience

KE Hotels; Newcastle upon Tyne; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

KE Hotels in Newcastle upon Tyne is seeking a passionate front desk associate to ensure smooth guest experiences and maintain service standards. You will welcome guests, assist with check-ins/outs, handle inquiries, and support various hotel operations.

Reporting to the Front Office Manager and Rooms Division Manager, the role requires excellent communication, a professional telephone manner, flexibility, and proficiency with Opera PMS.

Qualifications

• Experience working in a customer facing environment, preferably within a hospitality venue.
• Excellent communication skills.
• Computer proficiency (Opera PMS).

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Deal with guests promptly upon arrival and departure, as per Company standards for check in and out procedures.
• Assist with reviews and update where appropriate.
• Ensure the safety and security of guests and hotel property.
• Support all department heads in maintaining service standard excellence.
• Handle cash and credit transactions.
• Jump into other ad-hoc duties when your colleagues need your help.
• Dealing with, supporting and coordinating with any emergency situation (fire, downtime, accident, breakdown or failure of hotel systems, lift entrapment, etc.
• Complete Duty Management duties, relevant to day or night throughout the Hotel with particular attention paid to lobby management, Concierge and Front Desk Area.
• Deal with all guest queries and complaints and ensure that all queries and problems are dealt with in a satisfactory manner.
• To be an ambassador for the hotel industry and the IHG hotel brand.

Skills

Positive demeanour

Telephone manners

Flexibility

Problem solving

Initiative

Customer facing

Communication skills

Opera PMS

Attention to detail

Team player

Tools

Opera PMS

Job description

KE Hotels in Newcastle upon Tyne is seeking a passionate front desk associate to ensure smooth guest experiences and maintain service standards. You will welcome guests, assist with check-ins/outs, handle inquiries, and support various hotel operations.

Reporting to the Front Office Manager and Rooms Division Manager, the role requires excellent communication, a professional telephone manner, flexibility, and proficiency with Opera PMS.