Head Receptionist

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

Why join Meldrum House Hotel?

Due to our ongoing popularity and commitment to excellence and innovation, we're looking to strengthen our Front Office team with the addition of a Head Receptionist. We welcome the opportunity to showcase the very best of Scottish food, drink, scenery, and warm hospitality to our guests.

Our unique features include our award-winning, locally sourced cuisine, our 800-year-old Cave Bar with an impressive collection of over 120 whiskies, contemporary luxury dining domes and an exceptional golf course, ranked among Scotland's top 100. With 51 luxurious bedrooms and a number of diverse event spaces, including a ballroom with breathtaking views and the outdoor Titan Sky Bar dome, we cater for a variety of occasions by delivering excellence and memorable experiences.

You'll meet great people, have fun at work, develop new friendships, learn new skills, and receive a competitive rate of pay alongside a generous range of employee benefits, including:

• 29 days holiday
• Training and development from day one
• Employee events and celebrations
• In-house company interactive employee communication app
• Entry to our state-of-the-art gym and pools
• Healthy meals while you're working
• Access to an external Employee Assistance Programme
• Financial Wellbeing App, allowing flexibility to access pay earlier
• Referral bonus when friends or family join the team
• Pension contributions

Following your first successful 3 months, you'll also receive:

• Access to our discounts and wellbeing platform, "Treat Yourself Here"
  Involvement in our employee recognition schemes
• Long service recognition
• Complimentary overnight stay and dinner for two on probation pass and annual anniversaries
• 50% discount in our restaurants
• Cycle to Work Scheme
• Discounted room rates for employees, friends and family
• Spa treatments and product discounts
• Life Assurance cover

The Role

We are looking for an organised, proactive and guest-focused Head Receptionist to lead the day-to-day Reception operation and support the delivery of exceptional guest experiences at Meldrum House.

This role combines hands-on guest service with Front Office administration, ensuring accurate guest records, billing and operational procedures are maintained while supporting, coaching and developing the Reception team. You will be a key point of contact for guests and colleagues, helping to ensure the smooth running of the hotel while maintaining the luxury standards expected at Meldrum House.

Key Responsibilities

• Lead the daily Reception operation, ensuring professional check-ins, check-outs and exceptional guest service.
• Support, coach and develop Reception colleagues, including new starters, helping to maintain high performance and engagement.
• Maintain accurate guest profiles, billing instructions, room allocations, reservations information and special requests.
• Oversee daily administrative tasks, Front Office reports, payment checks and outstanding guest accounts.
• Ensure Reception procedures, checklists and Standard Operating Procedures are consistently followed.
• Assist with shift planning, team briefings, handovers and rota management.
• Respond to guest enquiries, requests and concerns, resolving issues professionally and escalating when required.
• Ensure effective communication of VIP arrivals, guest preferences and operational updates across departments.
• Maintain accurate records and effective use of hotel systems, including Infor/HMS, Zonal and guest communication platforms.
• Support room revenue opportunities through upselling and promoting hotel facilities and services.
• Ensure Front Office compliance with health and safety, fire safety, security, GDPR and cash handling procedures.
• Work closely with Housekeeping, Maintenance, Food & Beverage and Events teams to ensure a seamless guest journey.
• Support Duty Management responsibilities and wider hotel operations when required.

About You

As Head Receptionist, you will lead by example, creating a welcoming and professional environment for both guests and colleagues. You will be highly organised, guest-focused and passionate about delivering exceptional service, while ensuring Front Office administration and operational standards are consistently maintained.

You will thrive in a busy luxury hotel environment, balancing guest interaction, team leadership and operational responsibilities while maintaining a calm and positive approach.

We are looking for someone who has:

Previous experience in a senior Reception or Front Office leadership role, ideally within 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.
The ability to coach, motivate and develop a team.
Confidence in handling guest concerns and finding effective solutions.
A good understanding of hotel health and safety, security and compliance procedures.
A proactive, professional and approachable attitude.

We will provide excellent training and development opportunities, allowing you to flourish in a fun and rewarding hospitality career. Whatever your personality, there's a place for you within our team. We have one ask: bring your personality, ideas and spark.

Meldrum House is part of the Apex Hotels Group, an innovative and thriving business, and we want you to be part of our exciting journey.

Please note, this role does not meet the requirements for sponsorship under the Skilled Worker visa route.