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.
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Receptionist in Newcastle upon Tyne employer: Burlington Hotel
Bespoke Hotels is an exceptional employer that values passion and dedication in the hospitality industry. With a strong focus on employee growth, we offer comprehensive training and development opportunities, fostering a supportive work culture where every team member can thrive. Located in the vibrant UK hospitality scene, our team enjoys a dynamic environment that encourages creativity and excellence in guest service.
