Guest Experience Lead, Front Office

Ke Hotels (Newcastle); England; On-site; GBP 18,000 - 24,000; Full time

Job summary

Ke Hotels (Newcastle) is looking for a passionate front desk team member to help ensure the smooth running of the hotel and a warm guest experience. You will report to the Front Office Manager and Rooms Division Manager, delivering high standards at check-in and check-out and supporting all departments to maintain service excellence.

You will handle cash and card transactions, assist with guest reviews, and respond promptly to enquiries while remaining calm, professional and guest-focused in a

Qualifications

• Experience working in a customer facing environment, preferably within a hospitality venue.
• Excellent communication skills.
• Computer proficiency (Opera PMS).

Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Deal with guests promptly upon arrival and departure, per company 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.
• Deal with emergencies (fire, downtime, accidents, system failures).
• Complete Duty Management duties, including lobby, concierge and front desk areas.
• Deal with guest queries and complaints and resolve them satisfactorily.
• Be an ambassador for the hotel industry and the IHG brand.

Skills

Customer service

Communication

Problem solving

Telephone etiquette

Team player

Attention to detail

Flexibility

Initiative

Tools

Opera PMS

Job description

Ke Hotels (Newcastle) is looking for a passionate front desk team member to help ensure the smooth running of the hotel and a warm guest experience. You will report to the Front Office Manager and Rooms Division Manager, delivering high standards at check-in and check-out and supporting all departments to maintain service excellence.

You will handle cash and card transactions, assist with guest reviews, and respond promptly to enquiries while remaining calm, professional and guest-focused in a