Receptionist

Leonardo Hotels; Stretton Baskerville; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading hotel chain in Stretton Baskerville is looking for a dedicated individual to provide exceptional guest care. Responsibilities include managing check-ins, handling guest complaints, and collaborating with various departments to enhance guest experiences. The ideal candidate will have a passion for customer service, adaptability, and a positive attitude. This role offers comprehensive training and development opportunities.

Benefits

Special rates on Leonardo Hotel rooms across the UK & Europe

Company-wide recognition scheme

Ongoing job-related training programmes

Qualifications

• Genuine passion for delivering memorable moments to guests.
• Positive approach to changing service environments and priorities.
• Engaged with hotel initiatives to support the local community.

Responsibilities

• Offer exceptional guest care at all times.
• Manage check-in and check-out processes.
• Collaborate with colleagues in other departments to elevate guest experience.

Skills

Customer care

Communication

Teamwork

Problem-solving

Adaptability

Job description

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
• Complete any other reasonable request made by a member of the management team or a supervisor, 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

Learning & Development Opportunities

• 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.

Perks & Benefits

• 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? 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!

Qualities & Attributes

• 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, Disability Confident

Disability Confident

About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to .