Guest Experience Host

Robinsons Brewery; Skipton; On-site; GBP 18,000 - 22,000; Full time

Job summary

Robinsons Brewery in Skipton is seeking a welcoming Receptionist to be the first point of contact for guests. You will manage check-ins and check-outs, handle enquiries, and support reservations with a friendly, professional approach.

Working across the hospitality team, you will provide information on rooms, facilities and local attractions, uphold high service standards, and help maximise occupancy through attentive guest care and accurate guest records.

Qualifications

• Previous customer service experience.
• Excellent communication and interpersonal skills.
• Strong organisational and administrative abilities.
• Professional appearance and approach.
• Good IT skills and confidence using booking systems.
• Ability to remain calm under pressure and manage multiple priorities.
• Desirable: previous hotel, hospitality or reception experience.
• Experience using property management or reservation systems.
• Cash handling and payment processing experience.

Responsibilities

• Welcome all guests in a friendly, professional and engaging manner.
• Manage check-ins and check-outs efficiently and accurately.
• Handle guest enquiries, requests and complaints, ensuring prompt resolution.
• Provide information on rooms, facilities, local attractions and Robinsons products.
• Maintain exceptional standards of customer service at all times.
• Ensure guest feedback is acted upon and communicated appropriately.
• Manage telephone calls, emails and online booking enquiries professionally.
• Process reservations accurately using the hotel booking system.
• Monitor room availability and maximise occupancy opportunities.
• Assist with group bookings, special requests and accommodation packages.
• Ensure guest records are maintained in line with GDPR requirements.
• Process payments and maintain accurate financial records.
• Promote accommodation, food, beverage and retail offers to maximise revenue.
• Identify opportunities to upsell bedrooms, dining experiences and additional services.
• Support the delivery of business targets through effective booking management.
• Ensure accurate reporting and communication of occupancy levels and booking trends.
• Maintain a clean, professional and welcoming reception environment.
• Ensure all cash handling and payment procedures are followed correctly.
• Follow company procedures relating to health and safety, security and guest welfare.
• Support compliance with licensing, data protection and company operating standards.
• Work collaboratively with housekeeping, kitchen and management teams to ensure seamless guest experiences.

Skills

Customer service

Communication

Organisation

IT skills

Booking systems

Calm under pressure

Multi-tasking

Tools

Booking system

Job description

Robinsons Brewery in Skipton is seeking a welcoming Receptionist to be the first point of contact for guests. You will manage check-ins and check-outs, handle enquiries, and support reservations with a friendly, professional approach.

Working across the hospitality team, you will provide information on rooms, facilities and local attractions, uphold high service standards, and help maximise occupancy through attentive guest care and accurate guest records.