Receptionist

Leonardo Hotels; Belfast City; On-site; GBP 12,000 - 17,000; Full time

Benefits offered by this job

Special rates on Leonardo Hotel rooms

Company-wide recognition scheme

Talent referral scheme

Thank You Week

Wellbeing Calendar

Job summary

Leonardo Hotels in Belfast is seeking a welcoming Receptionist to provide exceptional guest care at check-in and check-out, answer calls professionally, and assist guests with enquiries. You will collaborate across departments to elevate guest experiences and be the first point of contact for guest concerns, resolving issues calmly and escalating to the Duty Manager when needed.

You will maintain up-to-date knowledge of hotel products and outlets, upsell meals, breakfasts, and seasonal offers,

Qualifications

• 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.
• Friendly team player with the ability to work effectively and efficiently with others.

Responsibilities

• 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.

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!