Hotel Front Desk & Guest Experience Lead

Brightstar Hospitality Management; Birmingham; On-site; GBP 18,000 - 24,000; Full time

Job summary

Brightstar Hospitality Management invites applications for a Hotel Receptionist to warmly welcome guests, manage check-ins, check-outs, and reservations, and handle guest inquiries with professionalism.

You will coordinate with housekeeping and other departments to ensure a smooth guest journey, maintain front desk standards, upsell services where appropriate, and uphold Brightstar's commitment to outstanding guest experiences.

Qualifications

• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Friendly, proactive, and approachable manner.
• Ability to manage multiple tasks in a fast-paced environment.
• Confident using booking systems and Microsoft Office.
• Flexible to work shifts, including evenings and weekends.
• Customer service focus with a can-do attitude.
• Experience in a receptionist or front-of-house role (preferred).
• Familiarity with hotel systems or PMS software (preferred).

Responsibilities

• Greet all guests warmly and professionally upon arrival.
• Communicate clearly with colleagues and other departments to meet guest needs.
• Build positive guest relationships through excellent customer service.
• Support new team members with front desk knowledge and behaviours.
• Help maintain a supportive and collaborative team culture.
• Handle guest feedback with empathy and professionalism.
• Represent the Brightstar values at all times.
• Complete accurate check-in and check-out processes.

Skills

Verbal communication

Written communication

Attention to detail

Multitasking

Booking systems

Microsoft Office

Shift flexibility

Customer service

Reception experience

Hotel PMS familiarity

Tools

Booking systems

Microsoft Office

Job description

Brightstar Hospitality Management invites applications for a Hotel Receptionist to warmly welcome guests, manage check-ins, check-outs, and reservations, and handle guest inquiries with professionalism.

You will coordinate with housekeeping and other departments to ensure a smooth guest journey, maintain front desk standards, upsell services where appropriate, and uphold Brightstar's commitment to outstanding guest experiences.