Guest Experience Lead — Front Desk & Reservations (Flexible)

Bannatyne Group; Tees Valley; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Lunch provided

Flexible schedule

28 days leave

Free gym membership

Guest gym for a companion

Spa discounts

Spa products 20%

Meal discounts

Career development

Wellbeing program

Length of service awards

Staff bonuses

Discounted entertainment

Job summary

Bannatyne Group is seeking a friendly Hotel Receptionist to welcome guests and manage the front desk, ensuring a smooth check-in and check-out experience. You will answer inquiries, handle bookings, and coordinate with other hotel teams to meet guest needs.

The role requires strong communication, hospitality passion, and the ability to work flexible shifts, including mornings and evenings. A positive, guest-centered approach is essential for delivering memorable stays.

Qualifications

• Strong interpersonal and communication skills with a customer-focused attitude.
• Genuine passion for hospitality and delivering exceptional guest experiences.
• Excellent organisational skills, attention to detail, and multitasking abilities.
• Ability to work flexible shift patterns, including early mornings, late evenings, weekends and holidays.
• Desirable experience in hotel receptionist or front-of-house customer service and familiarity with booking platforms.

Responsibilities

• Warmly greet arriving hotel guests, manage the check-in and check-out process, and issue room keys.
• Handle room reservations, amendments, and cancellations using the hotel booking system.
• Direct calls, respond to email inquiries, and assist guests with queries about their stay and local attractions.
• Provide information about hotel amenities, restaurant options, and on-site spa/leisure facilities.
• Process guest payments, settle accounts, and manage the front desk efficiently.
• Coordinate with Housekeeping and Maintenance to monitor room readiness and guest requests.

Skills

Interpersonal skills

Communication

Customer focus

Organizational skills

Multitasking

Booking platforms

Tools

Booking system

Job description

Bannatyne Group is seeking a friendly Hotel Receptionist to welcome guests and manage the front desk, ensuring a smooth check-in and check-out experience. You will answer inquiries, handle bookings, and coordinate with other hotel teams to meet guest needs.

The role requires strong communication, hospitality passion, and the ability to work flexible shifts, including mornings and evenings. A positive, guest-centered approach is essential for delivering memorable stays.