Front Desk Guest Experience Specialist

Leonardo Hotels; Brighton; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Special rates on Leonardo Hotel rooms

Company-wide recognition scheme

Talent referral scheme

Thank You Week

Wellbeing Calendar

Ongoing job-related training

Job summary

Leonardo Hotels is seeking a Receptionist to deliver exceptional guest care at our Brighton property. You will manage check-in/check-out, handle enquiries, and collaborate with departments to elevate the guest experience.

As the first point of contact, you will calmly handle guest issues, upsell breakfast and seasonal offers, and follow safety protocols while using hotel systems to complete tasks efficiently. Training and career progression are promised within the Leonardo Hotels network.

Qualifications

• Genuine passion for delivering memorable moments to guests.
• Positive approach to changing service environments and priorities.
• Pro-active with a hands-on approach to delivering consistent results.
• Embrace the Leonardo Hotels’ Guest Care culture; be empowered to work on your own initiative.
• Friendly team player with the ability to work effectively and efficiently with others.
• A confident communicator willing to make suggestions for improvements, and open to feedback from colleagues.
• Engaged with hotel initiatives to support the local community.

Responsibilities

• Offer exceptional guest care at all times.
• Manage check-in and check-out processes, offering exceptional experiences to all arriving and departing guests.
• Answer the telephone in a professional manner and appropriately action enquiries.
• Collaborate with colleagues in other departments to elevate the overall guest experience consistently.
• As the first point of contact manage guest complaints calmly and professionally; escalating to the Duty Manager as appropriate.
• Maintain expert knowledge of the hotel product and outlets to offer exceptional service to guests.
• Upsell room upgrades, breakfast and seasonal offers in adherence with departmental targets.
• Follow safety and security protocols to protect guests with particular adherence to Key Security.
• Utilise all relevant systems correctly to complete tasks in a timely manner.
• Adhere to Company policies, Code of Conduct, procedures and relevant legislation at all times – including, but not limited to, Data Protection and Health and Safety regulations.
• Complete any other reasonable request made by a member of the management team or a supervisor

Skills

Guest care

Communication

Teamwork

Proactive attitude

Customer focus

Education

GCSEs or equivalent

Tools

Guest management systems

Job description

Leonardo Hotels is seeking a Receptionist to deliver exceptional guest care at our Brighton property. You will manage check-in/check-out, handle enquiries, and collaborate with departments to elevate the guest experience.

As the first point of contact, you will calmly handle guest issues, upsell breakfast and seasonal offers, and follow safety protocols while using hotel systems to complete tasks efficiently. Training and career progression are promised within the Leonardo Hotels network.