Bespoke Hotels
Receptionist
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Job Title: Receptionist
Department: Front Office
Reporting to: Front Office Manager / Assistant Front Office Manager
Position Overview
As the first and last point of contact for our guests, the Receptionist plays a vital role in delivering exceptional and memorable guest experiences. This position is central to the seamless operation of the Front Office and embodies the highest standards of five-star service, professionalism, and care. The Receptionist supports the wider team in creating a welcoming, efficient, and luxurious environment for every guest, every time.
Key Responsibilities
Guest Experience
- Provide a warm, polished, and professional welcome and farewell to all guests, ensuring their journey is smooth and memorable.
- Deliver exceptional service at every stage of the guest’s stay, including check-in, check-out, and all guest inquiries or requests.
- Anticipate guest needs, resolve issues promptly, and go above and beyond to exceed expectations.
- Serve as a knowledgeable ambassador for the hotel and the local area, offering tailored recommendations and assistance.
- Be a first point of contact for guest feedback and complaints, resolving issues with empathy, efficiency, and professionalism.
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Front Desk Operations
- Ensure a seamless and structured front desk operation throughout your shift.
- Adhere to all checklists and daily procedures, including accurate billing, cashiering, and reporting tasks.
- Manage reservations, modifications, and cancellations for both hotel rooms and F&B outlets.
- Operate the telephone system professionally, responding promptly and courteously to all internal and external calls.
- Maintain an immaculate reception area that reflects the hotel’s brand standards.
Sales & Revenue
- Use upselling techniques to promote room upgrades and hotel services, enhancing guest satisfaction while maximizing revenue.
- Be aware of current packages, offers, and promotions to confidently inform and engage guests.
- Understand the hotel’s sales and occupancy strategies and support their implementation from the front desk.
Teamwork & Communication
- Participate actively in daily handovers and contribute to the efficient communication across shifts.
- Work collaboratively with colleagues in all departments to ensure the smooth delivery of guest services.
- Contribute to a positive team culture that embodies hospitality, motivation, and high standards.
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Health, Safety & Compliance
- Maintain a safe working environment, following all health and safety protocols and reporting hazards or incidents immediately.
- Ensure knowledge of fire safety, emergency procedures, and first aid responsibilities relevant to your area.
- Adhere to the hotel’s hygiene, appearance, and uniform standards at all times.
- Attend all required statutory and hotel-specific training sessions.
General Responsibilities
- Support the Duty Manager and wider Front Office team with operational needs as required.
- Attend departmental meetings, performance reviews, and training sessions as scheduled.
- Undertake any reasonable task or duty requested by management in line with the needs of the business.
Additional Expectations
- Always act in the best interests of the hotel, its guests, and your colleagues.
- Maintain discretion and professionalism at all times, upholding the hotel’s image and brand values.
- Cooperate fully with the company’s Equal Opportunities and Anti-Harassment policies.
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