Reception

Leonardo Hotel Management (UK) Limited; City of Edinburgh; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Special rates on Leonardo Hotel rooms

Company-wide recognition scheme

Talent referral scheme

Wellbeing Calendar

Ongoing job-related training

Job summary

NYX Hotels is seeking a Reception team member to deliver laidback luxury and exceptional guest care, handling check-in and check-out while upselling breakfast and seasonal offers.

As the first point of contact, you will answer enquiries, collaborate with other departments, and uphold safety and data protection standards across our hospitality teams.

Qualifications

• Guest care and frontline service experience.
• Strong communication and a positive attitude.
• Proactive, hands-on approach.
• Ability to work independently and in a team.
• Willingness to learn and adapt to hotel initiatives.
• Commitment to hospitality standards and data protection.

Responsibilities

• Offer exceptional guest care at all times.
• Manage check-in and check-out processes, offering exceptional experiences to all arriving and departing guests.
• Answer the telephone in a professional manner and appropriately action enquiries.
• Collaborate with colleagues in other departments to elevate the overall guest experience consistently.
• As the first point of contact manage guest complaints calmly and professionally; escalating to the Duty Manager as appropriate.
• Maintain expert knowledge of the hotel product and outlets to offer exceptional service to guests.
• Upsell room upgrades, breakfast and seasonal offers in adherence with departmental targets.
• Follow safety and security protocols to protect guests with particular adherence to Key Security.
• Utilise all relevant systems correctly to complete tasks in a timely manner.
• Adhere to Company policies, Code of Conduct, procedures and relevant legislation at all times - including, but not limited to, Data Protection and Health and Safety regulations.
• Complete any other reasonable request made by a member of the management team or a supervisor.

Skills

Guest care

Communication

Teamwork

Proactive

Job description

NYX Hotels is giving laidback luxury: we are THE destination! Our NYX team (we call them City Lovers!) is a diverse bunch of vibrant people, who are on a mission to make NYX the first-choice for guests looking for a high-end stay with a unique, urban feel. NYX Hotels is a part of the Leonardo Hotels portfolio.

Main Tasks

• Offer exceptional guest care at all times
• Manage check-in and check-out processes, offering exceptional experiences to all arriving and departing guests
• Answer the telephone in a professional manner and appropriately action enquiries
• Collaborate with colleagues in other departments to elevate the overall guest experience consistently
• As the first point of contact manage guest complaints calmly and professionally; escalating to the Duty Manager as appropriate
• Maintain expert knowledge of the hotel product and outlets to offer exceptional service to guests
• Upsell room upgrades, breakfast and seasonal offers in adherence with departmental targets
• Follow safety and security protocols to protect guests with particular adherence to Key Security
• Utilise all relevant systems correctly to complete tasks in a timely manner
• Adhere to Company policies, Code of Conduct, procedures and relevant legislation at all times - including, but not limited to, Data Protection and Health and Safety regulations
• Complete any other reasonable request made by a member of the management team or a supervisor

Person Specification

• Genuine passion for delivering memorable moments to guests
• Positive approach to changing service environments and priorities
• Pro-active with a hands-on approach to delivering consistent results
• Embrace the Leonardo Hotels’ Guest Care culture; be empowered to work on your own initiative
• Friendly team player with the ability to work effectively and efficiently with others
• A confident communicator willing to make suggestions for improvements, and open to feedback from colleagues
• Engaged with hotel initiatives to support the local community

Measurable Performance Indicators

• Demonstrating the Company vision, mission and values when interacting with colleagues and guests
• Customer reviews
• Achieving agreed KPIs
• Fulfilment of the job skills checklist
• Customer satisfaction scores e.g. Booking.com
• Regular review meetings with line manager

Available Ongoing Learning

• GROWonline BELONG induction and development courses
• Academy Technical skills training
• Team Coach
• 'Come Join Us' Guest Care training
• Opportunity to apply for internal development programmes, such as:
  • Junior Chef Development programme
  • Graduate programme
  • Level 2 Apprenticeships in Hospitality

NOTE: The learning opportunities listed above are correct at the time of issue and are subject to change. You must speak with your line manager if you are interested in pursuing any training courses or programmes.

Some of the perks our Reception could enjoy include: Special rates on Leonardo Hotel rooms across the UK & Europe Company-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shops Talent referral scheme Thank You Week: from ice cream trucks to yoga classes and lots in between! Wellbeing Calendar Ongoing job-related training programmes with clear paths for progression

We're committed to creating a workplace where every individual - regardless of background, identity, or lived experience is welcomed, valued, and respected for who they are. Belonging means embracing our differences and ensuring everyone feels seen, heard, and empowered.

Why come join us as a Reception? At NYX Hotels, we look after our City Lovers just as well as we look after our guests. Once you're part of the NYX team, you're part of the Leonardo Hotels community of over 55 hotels across the UK & Ireland. Our regular Learning Bites, "Come Join Us" Guest Care training and Wellbeing webinars all help your progress with us. With support on tap, top-notch practical training and clear progression you'll be on track for a brilliant future in Hospitality! At Leonardo Hotels, our vision is very simple: to be the first choice for everyone who values genuine hospitality! We are a Disability Confident Employer and a member of the Valuable 500. We partner with social enterprises to change attitudes towards disability, and provide opportunities ensuring everyone is able to fulfil their potential at work.