Overview of Role
Under the general direction of the Duty Manager and in accordance with 4C Hotel Group’s standards and guidelines, the Front Desk team member is responsible for delivering excellent guest service by managing check-in and check-out procedures, cashiering, and responding to guest inquiries. The role also involves promoting the core values, service culture, and brand ethos of 4C Hotel Group to ensure a welcoming and memorable guest experience.
The Role
- Manage guest check-in, check-out, and room changes, ensuring all information is accurately recorded in the hotel management system.
- Handle reservations, booking amendments, and daily reservation checks in accordance with hotel procedures.
- Maintain the reception cashier float, process payments accurately, and ensure daily financial reports are completed and balanced.
- Review daily departures and inform guests of late check-out procedures and applicable charges.
- Maintain up-to-date knowledge of reservation systems, booking procedures, hotel policies, and accounting processes.
- Provide guests with accurate information regarding hotel facilities, breakfast times, check-out times, local attractions, restaurants, and other services.
- Answer telephone calls promptly and professionally, ensuring messages, guest requests, and deliveries are handled efficiently.
- Liaise with Housekeeping and Maintenance to monitor room availability, cleanliness, maintenance requirements, and overall hotel operations.
- Respond to guest inquiries and requests promptly, ensuring a welcoming and positive guest experience.
- Report maintenance issues and guest service concerns to the relevant department for immediate attention.
- Assist guests with computer terminals and other hotel facilities when required.
- Maintain a clean, tidy, and professional reception desk and lobby at all times.
- Follow all hotel policies, procedures, and operational standards, including shift handovers and communication protocols.
- Comply with company grooming standards, employee handbook guidelines, and time and attendance policies.
- Maintain a professional appearance, positive attitude, and behaviour consistent with 4C Hotel Group's core values and brand ethos.
- Understand and follow fire safety, emergency response, health, and safety procedures, including the specific responsibilities of the Receptionist during emergencies.
- Attend departmental meetings and participate in mandatory training, development programmes, and other learning opportunities.
- Work collaboratively with colleagues across all departments to ensure smooth daily operations and excellent guest service.
- Perform any additional duties and responsibilities as required by the Duty Manager or management team.
What We Offer:
- Flexible working ( subject to role and probationary review)
- Staff accommodation rates across UK Hotels
- Death in service cover
- Cycle scheme
- Tech Scheme
- Health Cash Plan ( HSF)
- Referral Scheme ( recruit a friend)
- Workplace pension scheme
- Access to EAP and wellbeing support
- Eyecare vouchers
- Pension
- Private Medical Insurance
- Continuous Learning & Development opportunities
- Recognition Programme and social events
The Candidate
- You are flexible, approachable, and sociable in nature.
- Able to demonstrate leadership and role-model core values
- Experience of working in a fast paced and dynamic environment.
- Suitable experience and/ or qualifications in the role
- You must have the right to work in the UK to be eligible for this role, documented evidence of eligibility will be required from candidates
About 4C Group
4C Group is a market-leading property developer and operator with a growing portfolio of hotels, residential and mixed-use developments across the UK, East Africa and Canada. The Group works with major global hospitality brands, including Marriott, Hilton, IHG and Choice, and its portfolio features landmark properties such as The Westin London City and Canopy by Hilton London City, among others. Through thoughtful development, operational excellence and a commitment to sustainable growth, 4C Group creates exceptional places that deliver lasting value for guests, investors and local communities.
