Receptionist

Leonardo Hotels; Stretton Baskerville; On-site; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Staff room rates

Vouchers program

Talent referral

Wellbeing calendar

Training programs

Job summary

Leonardo Hotels in the United Kingdom seeks an enthusiastic Front Desk Team Member to warmly welcome guests, handle check-in/out, and respond to inquiries with a professional and friendly attitude.

You will collaborate with colleagues across departments to consistently elevate the guest experience, upsell upgrades and breakfast, and follow safety and data protection protocols while using hotel systems efficiently.

Qualifications

• Experience in guest-facing roles or hospitality preferred.
• Commitment to delivering memorable guest experiences.
• Ability to handle multiple tasks with calm and professionalism.

Responsibilities

• Handle check-in and check-out, delivering exceptional guest experiences.
• Answer phone calls professionally and action inquiries.
• Collaborate with departments to elevate guest experience consistently.
• Manage guest complaints calmly; escalate when needed.
• Maintain knowledge of hotel products and outlets to assist guests.
• Upsell room upgrades, breakfast, and seasonal offers against targets.
• Follow safety protocols and protect guests, including data protection.
• Utilize systems to complete tasks efficiently.
• Support management with additional requests and training opportunities.
• Complete any other reasonable request from management or supervisors.

Skills

Guest passion

Adaptability

Proactivity

Guest care

Team player

Communication

Continuous improvement

Community outreach

Job description

Responsibilities

• 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, 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 you 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.

Fully flexible able to work evenings and weekends

Qualities

• 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