Front Desk Host – Guest Care & Upsell Expert

The Grand Brighton; Basingstoke; On-site; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Special rates on Leonardo rooms across

Recognition vouchers

Talent referral scheme

Thank You Week

Wellbeing calendar

Ongoing training programmes

Job summary

The Grand Brighton, part of Leonardo Hotels Limited Edition, is seeking a warm and professional Receptionist to welcome guests and deliver memorable experiences. You will be the first point of contact, handle check-ins/check-outs, answer calls, and collaborate with teams to maintain exceptional service.

We value guest care, initiative, and strong communication. Benefits include special room rates across the Leonardo network, ongoing training, and a supportive team culture that encourages

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.
• Be empowered to work on your own initiative within Guest Care culture.
• 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

Positive adaptability

Proactive attitude

Guest Care culture

Team player

Confident communicator

Open to feedback

Community engagement

Job description

The Grand Brighton, part of Leonardo Hotels Limited Edition, is seeking a warm and professional Receptionist to welcome guests and deliver memorable experiences. You will be the first point of contact, handle check-ins/check-outs, answer calls, and collaborate with teams to maintain exceptional service.

We value guest care, initiative, and strong communication. Benefits include special room rates across the Leonardo network, ongoing training, and a supportive team culture that encourages