Receptionist

Leonardo Hotel Management (UK) Limited; Belfast City District; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Special rates on Leonardo Hotel rooms

Staff recognition scheme

Wellbeing calendar

Ongoing training & progression

Job summary

Leonardo Hotels is looking for a friendly Receptionist to join our Belfast front desk. You will greet guests, manage check-in/check-out, answer calls, and coordinate with departments to ensure a seamless stay.

The role emphasizes guest satisfaction, upselling opportunities, and adherence to safety and security guidelines, with ongoing training and progression pathways within the Leonardo network.

Qualifications

• Excellent guest-facing service orientation.
• Strong communication and interpersonal skills.
• Calm and professional under pressure.
• Willingness to learn and take initiative.

Responsibilities

• Offer exceptional guest care at all times
• Manage check-in and check-out processes with a focus on guest experience
• Answer calls professionally and direct enquiries appropriately
• Collaborate with colleagues to elevate guest experience
• Resolve guest complaints calmly and escalate when needed
• Maintain knowledge of hotel services and outlets
• Upsell room upgrades, breakfast, and seasonal offers within targets
• Follow safety and security protocols and use systems accurately
• Adhere to company policies and health and safety regulations
• Complete other requests from management or supervisors

Skills

Guest care

Communication

Team player

Problem solving

Job description

Be Yourself - Be Bold Team Player - Be Leonardo

Once 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 supervisor

Person 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 community

Measurable 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 manager

Available 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 Hospitality

Some of the perks our Receptionist could enjoy include:

• Special rates on Leonardo Hotel rooms across the UK & Europe
• Company-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shops
• Talent referral scheme
• Thank You Week: from ice cream trucks to yoga classes and lots in between!
• Wellbeing Calendar
• Ongoing job-related training programmes with clear paths for progression

We'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!

At Leonardo Hotels, our vision is very simple: to be the first choice for everyone who values genuine hospitality!

We are a Disability Confident Employer and a member of the Valuable 500.

We partner with social enterprises to change attitudes towards disability, and provide opportunities ensuring everyone is able to fulfil their potential at work.