Front Desk Receptionist - London

Royal Lancaster London; City of Westminster; On-site; GBP 28,000; Full time

Job summary

A leading hotel in the UK is seeking a Front Office Associate to provide exceptional service to guests. Responsibilities include check-in/out processes, assisting with inquiries and bookings, and maintaining guest records. The ideal candidate has experience in customer service, excellent communication skills, and a collaborative attitude. The role offers a competitive annual salary and benefits, including restaurant discounts and a healthcare cash plan.

Benefits

Pension with company contributions

50% discount at all restaurants and spa treatments

Complimentary stay after probation

Healthcare cash plan

Employee Assistance Programme

Free meals on duty

Qualifications

• Previous experience in front office or customer service roles.
• Flexible to work shifts including weekends and holidays.
• Collaborative, team-focused attitude.

Responsibilities

• Greet guests with enthusiasm, check them in and out efficiently.
• Assist guests with inquiries, dinner bookings, and billing queries.
• Maintain guest records and assist housekeeping for smooth operations.
• Follow hotel policies including safety and key control protocols.

Skills

Customer service

Communication

Problem-solving

Tech-savvy

Attention to detail

Tools

Opera Cloud

Job description

Responsibilities

• Warm welcomes: Greet every guest with genuine enthusiasm, check them in and out efficiently, assist with luggage and create a positive first and last impression.
• Be their go-to: Assist with everything from local tips to room preferences, dinner bookings to billing queries; you'll be the heartbeat of the guest journey.
• Keep the conversation flowing: Engage with IHG Rewards Club members and returning guests, and always personalise your service where you can.
• Handle the details: Take bookings, process payments, manage reservations, and answer phones; all with confidence and clarity.
• Support operations: Maintain guest records, assist with room allocations, and liaise with Housekeeping and other teams to ensure every stay goes smoothly.
• Keep things safe: Follow all hotel policies and procedures including health & safety, key control, and guest privacy protocols.

You will be required to work 40 hours per week on a shift rota over 5 days out of 7.

You're friendly, confident, and cool under pressure. You love interacting with people and you're always one step ahead when it comes to their needs.

Qualifications

• Previous front office, reception, or customer service experience
• Great communication and problem-solving skills
• Familiarity with hotel systems (Opera Cloud is a plus)
• Tech‑savviness and attention to detail
• Flexibility to work shifts, including evenings, nights, weekends, and public holidays
• A collaborative, team-focused attitude and positive energy
• A passion for hospitality and guest experience!

About Hotel Indigo

Hotel Indigo is about creating authentic local experiences. That means reflecting the creative energy of Shepherd's Bush through every interaction: bold, effortless, and full of personality. Whether it's helping a guest find the best late‑night music spot or solving a billing query with calm confidence, our Front of House team brings hospitality to life.

Compensation

Annual salary: 27,900

Benefits

• Pension with company contributions
• 50% discount at all our restaurants and spa treatments across our properties
• Team member and Friends & Family rates across our properties
• Complimentary stay after passing probation
• IHG Employee rate across 6000 hotels globally
• Extensive discounts on our benefits platform
• Healthcare cash plan
• Interest‑free season ticket loan
• Employee Assistance Programme - 24/7 online GP, mental health support, and wellbeing
• World‑class development programmes and growth opportunities
• Bike to work scheme
• Recommend a Friend incentive
• Free meals on duty
• Social squads and recognition schemes to make your voice heard and celebrate success