Receptionist

Brighton Grand Hotel Operations Ltd; Brighton; On-site; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Special rates on Leonardo Hotel rooms

Recognition scheme

Talent referral scheme

Thank You Week

Wellbeing Calendar

Training programmes with progression

Job summary

The Grand Brighton, part of Leonardo Hotels Limited Edition, invites a friendly Receptionist to join our guest-focused team. You’ll be the first point of contact, handle check-in/out, answer enquiries, upsell if appropriate, and collaborate with colleagues to elevate the guest experience.

You bring a passion for hospitality, strong communication, and a proactive, team-driven attitude. Training and progression opportunities are available within our Growing Leonardo community.

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.
• 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.

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.
• Manage guest complaints calmly and professionally; escalate to the Duty Manager when appropriate.
• Maintain expert knowledge of the hotel product and outlets to offer excellent service.
• Upsell room upgrades, breakfast and seasonal offers in line with departmental targets.
• Follow safety and security protocols to protect guests, with emphasis on Key Security.

Skills

Guest care

Communication

Team player

Proactive

Feedback welcome

Job description

LGB - The Grand Brighton is Limited Edition, which is a collection of distinctive hotels that have their own characters.

Our diverse and friendly teams focus on delivering exceptional guest care, ensuring every guest feels welcomed.

Limited Edition is a part of the Leonardo Hotels portfolio.

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 KPIsFulfilment 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

NOTE: 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 & 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.

Once you join a Limited Edition, you’re part of the Leonardo community of over 55 hotels across the UK & Ireland.

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.