Receptionist

Burlington Hotel; Newcastle upon Tyne; On-site; GBP 21,000 - 26,000; Full time

Job summary

Hotel Gotham - Newcastle is seeking a polished Receptionist to create a five-star welcome for every guest. You will be the first point of contact, handling check-in/check-out with grace, discreetly managing requests, and guiding guests to facilities with expert local knowledge.

In this role you will operate front desk systems, maintain accurate guest records in line with GDPR, upsell dining and spa services, and collaborate with reservations and sales teams to maximise guest satisfaction and

Responsibilities

• Welcome all guests warmly and professionally, ensuring a seamless check-in and check-out experience in line with luxury service standards.
• Deliver exceptional service through all face-to-face, telephone, and digital interactions, ensuring guest satisfaction at every stage.
• Anticipate guest needs, resolve queries efficiently, and go the extra mile to exceed expectations.
• Maintain a high level of awareness regarding hotel facilities, services, and promotions, as well as local attractions and transportation options.
• Ensure the lobby and reception areas remain immaculate, calm, and welcoming at all times.
• Handle all reservations, amendments, and cancellations with accuracy and attention to detail.
• Maximise room revenue through effective upselling and understanding of rate strategies and availability.
• Apply the 24/7 Sales Conversation model to promote additional hotel services such as dining, spa, and events.
• Work collaboratively with the reservations and sales teams to support occupancy goals and guest retention.
• Operate all front desk systems, including the PMS, efficiently and accurately.
• Maintain clear and accurate records of guest accounts, billing, and payment methods in accordance with company policy.
• Understand and implement hotel procedures relating to guest arrivals, departures, early check-ins, and late check-outs.
• Ensure all guest data is handled confidentially and in compliance with GDPR regulations.
• Follow all company and legal policies relating to Health & Safety, Fire Safety, COSHH, and security.
• Maintain vigilance in hazard spotting and adhere to first aid and accident reporting procedures.
• Be fully trained and competent in fire evacuation procedures and emergency response.
• Support the security of all hotel guests, staff, and property.
• Attend hotel and departmental induction programmes.
• Participate in Job Chats, Performance Reviews, and one-to-one coaching.
• Complete relevant Health & Safety and compliance training.
• Engage in ongoing professional development including cross-training and leadership pathways.
• Serve as a 'Buddy' or mentor for new team members as needed.

Job description

Job Title: Receptionist
Department: Front Office
Reporting to: Front Office Manager/ Assistant Front Office Manager

ROLE OVERVIEW

As a Receptionist at Hotel Gotham - Newcastle, you will be the first point of contact for all guests, setting the tone for an exceptional five-star experience. With a focus on elegant service, attention to detail, and confident professionalism, you will ensure each guest's journey begins and ends with impeccable care.

This role requires a proactive approach to guest service, a thorough understanding of front office operations, and a commitment to ensuring every interaction reflects the sophistication and excellence of the Hotel Gotham brand.

KEY RESPONSIBILITIES

Guest Service & Experience

• Welcome all guests warmly and professionally, ensuring a seamless check-in and check-out experience in line with luxury service standards.
• Deliver exceptional service through all face-to-face, telephone, and digital interactions, ensuring guest satisfaction at every stage.
• Anticipate guest needs, resolve queries efficiently, and go the extra mile to exceed expectations.
• Maintain a high level of awareness regarding hotel facilities, services, and promotions, as well as local attractions and transportation options.
• Ensure the lobby and reception areas remain immaculate, calm, and welcoming at all times.

Reservations & Revenue

• Handle all reservations, amendments, and cancellations with accuracy and attention to detail.
• Maximise room revenue through effective upselling and understanding of rate strategies and availability.
• Apply the 24/7 Sales Conversation model to promote additional hotel services such as dining, spa, and events.
• Work collaboratively with the reservations and sales teams to support occupancy goals and guest retention.

Front Office Operations

• Operate all front desk systems, including the Property Management System (PMS), efficiently and accurately.
• Maintain clear and accurate records of guest accounts, billing, and payment methods in accordance with company policy.
• Understand and implement hotel procedures relating to guest arrivals, departures, early check-ins, and late check-outs.
• Ensure all guest data is handled confidentially and in compliance with GDPR regulations.

Health, Safety & Compliance

• Follow all company and legal policies relating to Health & Safety, Fire Safety, COSHH, and security.
• Maintain vigilance in hazard spotting and adhere to first aid and accident reporting procedures.
• Be fully trained and competent in fire evacuation procedures and emergency response.
• Support the security of all hotel guests, staff, and property.

TRAINING & DEVELOPMENT

• Attend hotel and departmental induction programmes.
• Participate in Job Chats, Performance Reviews, and one-to-one coaching.
• Complete relevant Health & Safety and compliance training.
• Engage in ongoing professional development including cross-training and leadership pathways.
• Serve as a 'Buddy' or mentor for new team members as needed.

CORE COMPETENCIES & PERFORMANCE INDICATORS

• Delivers consistent five-star service with warmth, grace, and discretion.
• Demonstrates strong communication and conflict resolution skills.
• Maintains detailed knowledge of hotel operations and guest preferences.
• Achieves high guest satisfaction scores and positive feedback.
• Adheres to service standards, grooming expectations, and brand tone at all times.
• Operates with integrity, reliability, and strong attention to detail.