Receptionist in Brighton

Responsibilities

• Offer exceptional guest care at all times.
• 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.
• Act as the first point of contact for guest complaints, managing them calmly and professionally and escalating to the Duty Manager when 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, demonstrating the Company vision, mission and values when interacting with colleagues and guests.
• Achieve agreed KPIs.
• Fulfil the job skills checklist.
• Achieve customer satisfaction scores (e.g., Booking.com).
• Participate in regular review meetings with line manager.

Qualifications & Attributes

• 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 and work on your own initiative.
• Friendly team player with the ability to work effectively and efficiently with others.
• Confident communicator willing to make suggestions for improvements and open to feedback from colleagues.
• Engaged with hotel initiatives to support the local community; Disability Confident.

Training & Development Opportunities

• GROWonline BELONG induction and development courses.
• Academy Technical skills training.
• Team Coach.
• Guest Care training.
• Opportunity to apply for internal development programmes, such as Junior Chef Development programme, Graduate programme, Level 2 Apprenticeships in Hospitality.
• Ongoing job-related training programmes with clear paths for progression.

Benefits and Perks

• Special rates on Leonardo Hotel rooms across the UK & Europe.
• Company-wide recognition scheme; earn vouchers to spend at a wide range of high-street shops.
• Talent referral scheme.
• Thank You Week (ice-cream trucks, yoga classes, lots in between).
• Wellbeing Calendar.
• Wellbeing webinars and Learning Bites to support your progress with us.

Our Commitment to Inclusion

We are 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. Disability Confident – A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer.