Receptionist

Brightstar Hospitality Management; Birmingham; On-site; GBP 21,000 - 25,000; Full time

Job summary

Brightstar Hospitality Management is seeking a Hotel Receptionist to welcome guests, manage check-in and check-out, handle reservations, and respond to enquiries with warmth and professionalism.

You will communicate effectively across departments, maintain high service standards, and ensure a smooth guest journey while supporting a friendly and efficient front desk operation.

Qualifications

• Excellent verbal and written communication.
• Strong attention to detail.
• Friendly, proactive, and approachable.
• Ability to manage multiple tasks in a fast-paced environment.
• Confident using booking systems and Microsoft Office.
• Flexible to work shifts, including evenings and weekends.

Responsibilities

• Greet guests warmly and professionally upon arrival and assist with check-in/check-out.
• Handle bookings, cancellations, and amendments via phone, email, and in person.
• Communicate with housekeeping and other departments to ensure room readiness and guest satisfaction.
• Upsell hotel services or packages where appropriate.
• Maintain a tidy, welcoming front desk area and adhere to brand standards.

Skills

Excellent verbal and written comms

Customer service orientation

Multitasking in fast-paced env

Flexible to work shifts

Tools

Booking systems

Microsoft Office

PMS software

Job description

Profile

Brightstar is an award-winning hospitality management company, with a proven track record in delivering excellence. Our motto is people, quality, profit, and it’s no accident that people come first. We know that great things come from great people! We are passionate about creating an environment where our employees can bring their A-game and be their best selves.

As a Hotel Receptionist, you’ll be the welcoming face of the hotel, supporting guests with check-in, check-out, reservations, and enquiries, while maintaining high standards of service, communication, and professionalism throughout the front office function.

Brightstar’s values are at the heart of everything we do: Have Fun, Enjoy Your Work, Act with Integrity, Reach for More, and Take Care. As Hotel Receptionist, you’ll embody these values by creating warm and memorable guest experiences, responding helpfully and proactively to needs, and ensuring our front desk sets the tone for a high-quality stay.

Objectives of this role:

• Deliver excellent service and first impressions to all hotel guests and visitors.
• Manage check-in, check-out, and reservations in line with brand standards.
• Communicate effectively with all departments to support a smooth guest journey.
• Remain calm under pressure and resolve guest queries promptly.
• Maintain a professional and friendly front desk presence at all times.

Key Responsibilities

People

• Greet all guests warmly and professionally upon arrival.
• Communicate clearly with colleagues and other departments to meet guest needs.
• Build positive guest relationships through excellent customer service.
• Support new team members with front desk knowledge and behaviours.
• Help maintain a supportive and collaborative team culture.
• Handle guest feedback with empathy and professionalism.
• Represent the Brightstar values at all times.

Quality

• Complete accurate check-in and check-out processes.
• Handle bookings, cancellations, and amendments via phone, email, and face-to-face.
• Keep guest records up to date and secure in the system.
• Liaise with housekeeping to ensure rooms are ready and standards are upheld.
• Upsell hotel services or packages where appropriate.
• Maintain a tidy, welcoming, and well-presented front desk environment.
• Follow all brand standards and policies in daily duties.

Profit

• Accurately process guest payments and invoices.
• Support the promotion of upgrades and hotel offers.
• Identify opportunities to enhance the guest experience and drive revenue.
• Monitor and report low stock levels for front desk supplies.
• Avoid wastage of materials and supplies through responsible use.
• Support cost-effective processes without compromising guest experience.
• Contribute to achieving positive guest satisfaction scores and repeat visits.

Responsible Business

• Follow all health & safety and fire procedures accurately.
• Report maintenance or safety issues promptly.
• Maintain confidentiality of guest information.
• Ensure secure handling of cash, keys, and guest data.
• Promote sustainability efforts (e.g., paper-saving, recycling) where possible.
• Support an inclusive, respectful, and welcoming environment for all.
• Comply with all company policies, procedures, and operational standards including any hotel-specific brand standards.
• Complete all E-learning and mandatory training within required timeframes.

Skills and Qualifications

• Excellent verbal and written communication skills.
• Strong attention to detail and accuracy.
• Friendly, proactive, and approachable manner.
• Ability to manage multiple tasks in a fast-paced environment.
• Confident using booking systems and Microsoft Office.
• Flexible to work shifts, including evenings and weekends.
• Customer service focused with a can-do attitude.
• Experience in a receptionist or front-of-house role (preferred).
• Familiarity with hotel systems or PMS software (preferred).
• Multilingual skills are a plus.

The above responsibilities are intended to describe the general nature of the role and are not intended to be an exhaustive list