Location: Scottish Highlands
Department: Front Office
Reports to: General Manager
Role Overview
We are seeking an experienced and personable Head Receptionist to lead our front-of-house team and deliver outstanding guest experiences in our Highland hotel. As the first point of contact, you will set the tone for exceptional service, ensuring every guest receives a warm, professional welcome reflective of the hospitality and charm of the Scottish Highlands.
Key Responsibilities
Front Desk Operations
- Oversee daily reception activities including check-in, check-out, reservations, and guest enquiries
- Ensure all front desk procedures are carried out efficiently and in line with hotel standards
- Maintain accurate guest records and handle cash/card transactions responsibly
Team Leadership
- Supervise, train, and motivate reception staff to deliver excellent customer service
- Prepare rotas, manage staffing levels, and ensure adequate coverage at all times
- Conduct performance reviews and support staff development
Guest Experience
- Provide a friendly, professional, and knowledgeable welcome to all guests
- Handle guest requests, feedback, and complaints promptly and effectively
- Promote local attractions, events, and experiences within the Highlands
Reservations & Administration
- Manage room bookings and availability using the hotel’s booking system
- Coordinate with housekeeping and other departments to ensure room readiness
- Produce reports on occupancy, revenue, and reception performance
Standards & Compliance
- Ensure high standards of presentation and cleanliness in the reception area
- Adhere to company policies, health & safety, and data protection regulations
- Support revenue management strategies and upselling opportunities
Key Skills & Experience
- Previous experience in a senior reception or front office role, ideally within hospitality
- Strong leadership and team management skills
- Excellent communication and interpersonal abilities
- Professional appearance and a passion for delivering exceptional customer service
- Good organisational skills and attention to detail
- Experience with hotel reservation systems (e.g., Opera, Rezlynx, or similar)
- Ability to remain calm and efficient in a fast-paced environment
Desirable
- Knowledge of the Scottish Highlands and local tourism offerings
- Experience working in boutique or rural hotels
- Additional language skills
Working Hours
- Full-time position, including evenings, weekends, and public holidays
What We Offer
- Competitive salary
- Staff accommodation (if applicable)
- Meals on duty
- Opportunities for career development
- A supportive and friendly working environment in a stunning Highland setting
