Front Office Guest Experience Lead

KE Hotels (Newcastle); Newcastle upon Tyne; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Competitive salary

Job summary

KE Hotels (Newcastle) seeks a passionate front desk professional to join our hotel team. Reporting to the Front Office Manager and Rooms Division Manager, you will oversee guest arrivals and check-ins, ensuring a warm, efficient welcome.

You will handle guest queries, cash transactions and coordinate with other departments to maintain service standards. A calm telephone manner, attention to detail and a proactive, team-oriented attitude are essential.

Qualifications

• Experience in customer-facing roles within hospitality is preferred.
• Demonstrates calm, professional demeanor at all times.
• Strong communication and interpersonal skills are essential.
• Proficiency with Opera PMS or similar PMS systems is expected.
• Likely able to handle cash transactions accurately.

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Deal with guests promptly upon arrival and departure, per standards for check in/out.
• Assist with reviews and updates 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 colleagues need help.
• Manage emergency situations and hotel system incidents as needed.
• Complete Duty Management duties with focus on lobby, Concierge and Front Desk.
• Address guest queries and complaints and resolve satisfactorily.
• Be an ambassador for the hotel industry and the IHG brand.

Skills

Positive demeanor

Confident telephone manner

Flexibility

Problem solving skills

Good initiative

Customer facing experience

Excellent communication skills

Computer proficiency Opera PMS

Attention to detail

Team player

Tools

Opera PMS

Job description

KE Hotels (Newcastle) seeks a passionate front desk professional to join our hotel team. Reporting to the Front Office Manager and Rooms Division Manager, you will oversee guest arrivals and check-ins, ensuring a warm, efficient welcome.

You will handle guest queries, cash transactions and coordinate with other departments to maintain service standards. A calm telephone manner, attention to detail and a proactive, team-oriented attitude are essential.