Receptionist

Leonardo Hotel Belfast; Belfast City; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Room discounts across Leonardo hotels

Vouchers through recognition scheme

Referral program

Job summary

Leonardo Hotel Belfast is seeking a friendly Receptionist to deliver memorable guest experiences. You will welcome guests, manage check-in and check-out, answer calls, and work with teams to ensure seamless service across all hotel outlets.

The role emphasizes upselling services, adhering to safety and data protection policies, and resolving guest concerns with professionalism. Training opportunities and a supportive environment are highlighted.

Qualifications

• Welcoming guests and providing outstanding service.
• Handle guest enquiries and resolve issues professionally.
• Upsell services like room upgrades and breakfast where appropriate.

Responsibilities

• Manage check-in and check-out with a focus on guest experience.
• Answer the telephone professionally and route enquiries.
• Collaborate with other departments to elevate guest experience.
• Handle guest complaints calmly and escalate to Duty Manager as needed.
• Maintain expert knowledge of hotel products and outlets.
• Upsell room upgrades, breakfast and seasonal offers per targets.
• Follow safety, security and data protection policies.
• Use hotel systems accurately to complete tasks promptly.

Skills

Guest care

Communication

Team player

Proactive

Job description

Be Yourself – Be a Bold Team Player – Be LeonardoOnce you’re part of the team, you’re part of the Leonardo community of over 55 hotels across the UK & Ireland!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 supervisorPerson 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 communityMeasurable 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 HospitalityNOTE: 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 Receptionist could enjoy include:Special rates on Leonardo Hotel rooms across the UK & EuropeCompany-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shopsTalent referral schemeThank You Week: from ice cream trucks to yoga classes and lots in between!Wellbeing CalendarOngoing 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 Receptionist?We look after our colleagues just as well as we look after our guests. 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!