Guest Experience Lead – Front Office

The Monogram Collective; Inverurie; On-site; GBP 28,000 - 38,000; Full time

Benefits offered by this job

29 days holiday

Training and development from day one

Employee events and celebrations

In-house communication app

Gym and pools access

Healthy meals while you're working

Employee Assistance Programme

Pension contributions

Cycle to Work Scheme

Discounted room rates for employees

Job summary

Meldrum House Hotel in Scotland invites a seasoned Head Receptionist to lead our day-to-day Front Office and deliver exceptional guest experiences in a luxury setting.

You will coach and develop the Reception team, ensure accurate guest records and billing, and collaborate with Housekeeping, Food & Beverage and Events to place guest journeys at the heart of our operation. A proactive, professional attitude and strong MS PMS skills are essential.

Qualifications

• Previous experience in a senior Reception or Front Office leadership role in a luxury hotel.
• Excellent guest service and communication skills.
• Strong organisational skills and meticulous attention to detail.
• Experience using hotel PMS systems and managing guest billing processes.
• Ability to coach, motivate and develop a team.
• Proactive, professional and approachable attitude.

Responsibilities

• Lead the daily Reception operation, ensuring professional check-ins, check-outs and exceptional guest service.
• Coach and develop Reception colleagues, including new starters, to maintain high performance.
• Maintain accurate guest profiles, billing instructions, room allocations, reservations and requests.
• Oversee daily Front Office tasks, reports, payment checks and outstanding accounts.
• Ensure SOPs and checklists are consistently followed and contribute to shift planning.
• Respond to guest inquiries, escalate issues when required and communicate VIP updates.

Skills

Guest service leadership

Team coaching

Organisational skills

Communication skills

Tools

Infor/HMS

Zonal PMS

Job description

Meldrum House Hotel in Scotland invites a seasoned Head Receptionist to lead our day-to-day Front Office and deliver exceptional guest experiences in a luxury setting.

You will coach and develop the Reception team, ensure accurate guest records and billing, and collaborate with Housekeeping, Food & Beverage and Events to place guest journeys at the heart of our operation. A proactive, professional attitude and strong MS PMS skills are essential.