Reception Agent

Ibis; Luton; On-site; GBP 18,000 - 24,000; Full time

Job summary

Ibis in Luton, United Kingdom, is seeking a Reception Agent to welcome guests, handle check-in/out, and assist with guest inquiries. You will coordinate reservations, process payments, upsell hotel services, and support other front-desk operations to ensure smooth guest experiences.

The role requires a customer-focused mindset, strong communication, and familiarity with Opera PMS. Weekend and holiday shifts are expected; basic MS Office skills are needed, and a high school diploma is required.

Qualifications

• Customer service experience in hospitality is required.
• Strong service mindset and guest-focused approach.
• Excellent communication and interpersonal skills.
• Proficiency with Opera or similar PMS is expected.
• Fluent in English; other languages are a plus.
• Ability to multitask and work in a fast-paced environment.
• Problem-solving skills and independent decision-making.
• Basic computer skills including MS Office.
• Willingness to work weekends and holidays.
• High school diploma or equivalent; hospitality studies valued.

Responsibilities

• Greet and welcome guests, creating a warm first impression.
• Manage check-in and check-out with accuracy.
• Respond to guest inquiries and provide local information.
• Handle reservations, modifications, cancellations, and special requests.
• Process payments and maintain financial records.
• Collaborate with departments to resolve issues and ensure satisfaction.
• Promote hotel services and upsell opportunities.
• Maintain a clean, organized front desk area.
• Assist with administrative tasks and other hotel operations as needed.

Skills

Customer service

Communication skills

Multitasking

Problem solving

Microsoft Office

Attention to detail

Organizational skills

Professional appearance

Education

High school diploma

Hospitality management degree (preferred)

Tools

Opera PMS

Job description

Job Description

We are seeking an enthusiastic and customer-focused Reception Agent to join our team in Luton, United Kingdom. As the first point of contact for our guests, you will play a crucial role in creating memorable experiences and ensuring smooth operations at our front desk.

• Greet and welcome guests upon arrival, providing a warm and professional first impression
• Efficiently manage the check-in and check-out processes, ensuring accuracy and attention to detail
• Respond promptly to guest inquiries and requests, offering helpful information about hotel amenities and local attractions
• Handle reservation modifications, cancellations, and special requests with a customer-centric approach
• Process payments and maintain accurate financial records
• Collaborate with other departments to ensure guest satisfaction and resolve any issues that may arise
• Promote hotel services and facilities, identifying opportunities to enhance guest experiences through upselling
• Maintain a clean and organized front desk area
• Assist with administrative tasks and support other hotel operations as needed

Qualifications

• Proven experience in a customer service role, preferably in the hospitality industry
• Strong service-focused personality with a genuine passion for creating positive guest experiences
• Excellent communication and interpersonal skills
• Proficiency in Opera or similar property management systems
• Fluency in English; additional languages are a plus
• Ability to multitask and prioritize in a fast-paced environment
• Problem-solving skills and the ability to make decisions independently
• Basic computer proficiency, including Microsoft Office applications
• Flexibility to work various shifts, including weekends and holidays
• High school diploma or equivalent; higher education in hospitality management is a plus
• Attention to detail and strong organizational skills
• Professional appearance and positive attitude