House Host - Hotel Reception

Locke Hotels; City of Edinburgh; On-site; GBP 20,000 - 25,000; Full time

Job summary

A hotel brand in the City of Edinburgh seeks a dynamic individual to join their reception team. The role involves creating a welcoming experience for guests, managing reservations, and providing stellar customer service. Ideal candidates will have experience in customer-facing roles and an intuitive grasp of guest needs. This position offers the chance to be a key part of a vibrant team while contributing to the hotel's success.

Qualifications

• Experience in a customer-facing role.
• Strong grasp of spoken and written English.
• Confidence to act quickly and take smart risks.

Responsibilities

• Create welcoming experiences for guests.
• Manage reservations and queries effectively.
• Support management in operational tasks.

Skills

Customer service

Sales ability

Attention to detail

Decision-making

IT proficiency

Tools

Microsoft Office

Job description

The role...

Are you a natural host? A people person with next-level organisational skills? Do you get a kick from creating a seamless, welcoming experience? Reporting to the Assistant General Manager, you’ll be a key member of the reception team and the face of the Locke brand. It’ll be up to you to make our guests feel at home from the minute they arrive, until the minute they leave (if they can bring themselves to do that…).

What it looks like...

• Creating tell-your-mates experiences that makes guests want to keep coming back
• Being an authority on local goings-on and inspiring guests with new ideas
• Being a friendly face and go-to person for guests, contractors and visitors
• Managing reservations and queries online, by email, on the phone and in person with a can-do attitude
• Being empowered to use your initiative when dealing with guest complaints or operational challenges
• Being an active member of the team in meetings and development sessions
• Supporting the management team in ensuring our apartments stay looking fresh
• Liaising with contractors and suppliers
• Being happy working both on your own and as part of a team
• Taking payments and reconciling the books at the end of the day
• Actively looking for opportunities to grow revenue and occupancy
• Identifying upselling opportunities
  
  

What you will need..

• Experience in a customer-facing role
• Intuitive customer service
• Natural influencing skills with a knack for managing expectations
• Proven sales ability
• Reliable decision-making
• Confidence to act quickly and take smart risks based on insight
• Strong grasp of spoken and written English
• Impeccable attention to detail
• Confidence using IT systems and software (including Microsoft Office)