Reception Team Member

KE Hotels (Newcastle); Newcastle upon Tyne; On-site; GBP 18,000 - 23,000; Full time

Job summary

KE Hotels (Newcastle) is seeking a Front Desk Agent to deliver exceptional guest experiences through attentive service, local insights, and smooth transactions. You will be the first point of contact, handling bookings, check-ins, and inquiries with a guest-centric approach.

This full-time role requires a friendly demeanour, strong interpersonal skills, and the ability to work under pressure within a structured team environment.

Qualifications

• Experience in a customer-facing environment.
• Knowledge of Central Reservations Systems preferred.
• Experience in a structured team environment.
• Strong interpersonal and communication skills.
• Ability to prioritise, work under pressure and meet deadlines.

Responsibilities

• Greet guests warmly to start a memorable stay.
• Acknowledge VIP and returning guests.
• Manage bookings and upsell opportunities.
• Handle cash and credit transactions.
• Check guests in and out, collect IDs, issue keys.
• Record guest preferences and respond to requests.
• Be a trusted contact for guests and escalate to management when needed.
• Follow safety procedures and wear protective gear.
• Maintain a professional appearance as a brand ambassador.
• Be informed about events and activities.
• Assist with ad-hoc duties as needed.

Skills

Customer service

Interpersonal skills

Team player

Ability to work under pressure

Communication

Tools

Central Reservations Systems

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.