Reception

Leonardo Hotels; City of Edinburgh; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Special room rate discounts

Recognition scheme

Talent referral programme

Wellbeing calendar

Training programmes

Career progression opportunities

Job summary

NYX Hotel Edinburgh seeks a proactive Reception team member to deliver high-end guest care, manage check-in and check-out, and respond to inquiries with professionalism.

You will collaborate with colleagues across departments to enhance the guest experience, handle complaints calmly, and promote upgrades and hotel offers while adhering to safety and company policies.

Qualifications

• Genuine passion for delivering memorable moments to guests.
• Pro-active with a hands-on approach to delivering consistent results.
• Confident communicator willing to make suggestions for improvements, and open to feedback.

Responsibilities

• Manage check-in and check-out processes with a focus on guest experience.
• Answer telephone calls professionally and handle enquiries.
• Collaborate with departments to elevate guest experience.
• Handle guest complaints calmly, escalating to Duty Manager when needed.
• Upsell room upgrades, breakfast and seasonal offers in line with targets.
• Follow safety and security protocols and use systems correctly.

Skills

Guest care

Check-in / check-out

Communication skills

Upselling

Team player

Problem solving

Job description

## ReceptionApply: NEJ - NYX Hotel Edinburgh: Full time: Posted Today: JR106352NYX 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 managerAvailable 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 progressionWe’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!