Reception Team Member

KE Hotels; Newcastle upon Tyne; Hybrid; GBP 20,000 - 24,000; Full time

Job summary

KE Hotels is seeking a Front Desk Agent in Newcastle upon Tyne to welcome guests and handle transactions, bookings and local insights. You will be a brand ambassador and ensure an exceptional guest experience from arrival to departure.

In this full-time role, you’ll manage guest check-in/out, upsell opportunities, and coordinate with team to meet guest needs while maintaining safety and brand standards.

Qualifications

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Responsibilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge VIP guests and returning guests, in person or on the phone.
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
• Handle cash and credit transactions.
• Start every stay right by swiftly checking guests in and out - take IDs and hand out room keys.
• Stay one step ahead of guests’ needs - record and act on their preferences, handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Stay safe all the times. Following our safety procedures, you will report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador.
• Always know what events and activities are on the day’s schedule.
• Be willing to assist with other ad-hoc duties when your colleagues need your help.

Skills

Customer service

Interpersonal skills

Team player

Communication

Prioritisation under pressure

Tools

Central Reservations System

Job description

As Front Desk Agent, you will be responsible for all guest transactions, advice and local insights. You will anticipate every detail to ensure an exceptional guest experience is delivered. This is a full time role.

Education & Experience

• Experience working in a customer facing environment, preferably within a hospitality venue.
• Knowledge of Central Reservations Systems is preferred.
• Experience of working within structured team environment.
• Highly motivated and enthusiastic and good team player.
• Demonstrate strong interpersonal skills and be able to communicate and engage effectively at all levels.
• Remain focused at all times and able to prioritise, work under pressure and meet deadlines.

Accountabilities

• Be the warm welcome that kicks off a memorable guest experience.
• Acknowledge VIP guests and returning guests, in person or on the phone.
• Take and manage guest bookings, up-selling opportunities and telling them about ways to improve their stay.
• Handle cash and credit transactions.
• Start every stay right by swiftly checking guests in and out - take IDs and hand out room keys.
• Stay one step ahead of guests’ needs - record and act on their preferences, handle their messages, requests, questions and concerns.
• Be a trusted contact for all guests. Help them with anything from bill issues to local knowledge, and loop in management when necessary.
• Stay safe all the times. Following our safety procedures, you will report all incidents and wear any protective gear needed.
• Take pride in your appearance and place as a brand ambassador.
• Always know what events and activities are on the day’s schedule.
• Be willing to assist with other ad-hoc duties when your colleagues need your help.