Guest Experience Lead – Front Desk & Concierge

KE Hotels; Newcastle upon Tyne; Hybrid; GBP 20,000 - 24,000; Full time

Job summary

KE Hotels is seeking a Front Desk Agent in Newcastle upon Tyne to welcome guests and handle transactions, bookings and local insights. You will be a brand ambassador and ensure an exceptional guest experience from arrival to departure.

In this full-time role, you’ll manage guest check-in/out, upsell opportunities, and coordinate with team to meet guest needs while maintaining safety and brand standards.

Qualifications

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Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge VIP guests and returning guests, in person or on the phone.
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
• Handle cash and credit transactions.
• Start every stay right by swiftly checking guests in and out - take IDs and hand out room keys.
• Stay one step ahead of guests’ needs - record and act on their preferences, handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Stay safe all the times. Following our safety procedures, you will report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador.
• Always know what events and activities are on the day’s schedule.
• Be willing to assist with other ad-hoc duties when your colleagues need your help.

Skills

Customer service

Interpersonal skills

Team player

Communication

Prioritisation under pressure

Tools

Central Reservations System

Job description

KE Hotels is seeking a Front Desk Agent in Newcastle upon Tyne to welcome guests and handle transactions, bookings and local insights. You will be a brand ambassador and ensure an exceptional guest experience from arrival to departure.

In this full-time role, you’ll manage guest check-in/out, upsell opportunities, and coordinate with team to meet guest needs while maintaining safety and brand standards.