Receptionist

Role: Receptionist (Front Desk)

Grade and Salary: Grade 4 (£24,215 - £26,707) per annum

FTE and working pattern: 35 hours per week, on a rota basis covering 7 days (5/7 days)

Organisation Name: Estates & Facilities, Hospitality Services

Holiday Entitlement: 28 days annual leave plus 9 buildings closed days (and Christmas Eve when it falls on a weekday)

About our School/Directorate and Team

The Estates and Facilities Directorate work to support the academic excellence of the University by providing, maintaining and improving our international campuses through the buildings, spaces and environments which facilitate teaching, learning and research. The Directorate encompasses the Estates Team, Hospitality Services and Oriam.

The Hospitality Services team makes up nearly 10% of the University's staff establishment and includes Catering, Events and Conferences, Residential and Cleaning Services, Accommodation Office and Front Desk.

Hospitality Services operates the main University reception for Heriot Watt University providing the initial welcome to all students, visitors and guests of the University. The service is delivered seven days a week and supports the student, staff and external users of the on campus accommodation, and plays an important part in delivering the University's student experience goals.

The Accommodation Office administers, allocates and contracts the 2000+ rooms on campus to students year-round. It plays an important part in ensuring students have an exceptional experience living on campus and the University operates its value resource effectively, efficiently, and professionally.

Purpose of Role

The purpose of the role is to deliver a warm, friendly and professional welcome to the University and act as a key point for information and support to anyone visiting the University. The role holder will;

• Provide a full and extensive professional front desk reception and information service to all visitors, students, staff and guests of the University.
• Be the initial point of contact for visitors and users of the campus whether in person, electronically or on the telephone.
• Professionally and courteously deal with enquiries relating to both student and commercial accommodation, events, the provision of directions, services and activities taking place on campus.
• Follow all processes and procedures for the administration of University non student accommodation bookings to include processing of the booking, correspondence, allocation of accommodation, check in / check out of guests, creation and handling of accounts and payments; as well as other student accommodation and departmental cashiering tasks.
• Provision of nightly reports to finance, safeguarding (and other departments as required)

The anticipated start date is 1 June 2026 or ASAP.

Summary of Key Duties and Responsibilities

• Interact professionally and politely to establish level of assistance required by customers in order to deliver the highest level of service at all times
• On student arrival and departure check contract details and key log on system. Assist in the task of keeping Accommodation and Residences informed of Arrivals and Departures. Liaise with Accommodation and Residences regarding unexpected arrivals and departures.
• Issue and record temporary or replacement keys/key cards, taking payment in line with the relevant policy, enter and account for this income at shift end (where applicable).
• Carry out frequent audit of keys and key card, and generate detailed lists of keys that require replacement. Raise orders for replacements in a timely manner, cross check and confirm deliveries.
• Be responsible for the float allocated to Front desk when on duty ensuring all cash handling processes and procedures are followed. Be aware of relevant emergency procedures and report any discrepancies immediately to Accommodation Operations or Senior Departmental Managers.
• Planning and preparation of keys / key cards for arrivals, summer business etc.
• Working with the Senior Manager, administer and process individual, group and event accommodation bookings and enquiries; follow the agreed policies and procedures with regards to individual and group reservations, deposit requests, cancellations, refunds and end of shift payment reconciliation.
• As directed, create and monitor individual and group guest accounts ensuring that changes posted are correct and that supporting documentation is readily available.
• Coordinate room allocation for groups or individuals carrying out adjustments, as necessary or as directed by line management, ensuring all relevant service teams are kept updated.
• Report maintenance/issues from accommodation to appropriate sections or departments using the agreed processes and procedures (via MICAD).
• Diary and email management of information and internal communication within own team, line management and any other relevant parties.
• Participate fully in the university and department's personal development process, including writing and following annual Personal Development Reviews (PDR's).

Education, Qualifications & Experience Essential

1. Educated to SCQF Level 6 or similar (see link for details) or equivalent experience
2. Experience of working within a similar environment as outlined above
3. Competent in the use of relevant IT packages
4. Well-developed interpersonal skills
5. Demonstrable professional and proactive approach
6. Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
7. Demonstrable provision of excellent customer service

Desirable

1. Educated to SCQF Level 6 or equivalent qualification
2. Knowledge of Kinetics Software - KX Student, KResidential, KX Conference would be advantageous
3. Minimum 2 years' experience working at a large volume hotel front desk or equivalent
4. A second language would be advantageous

About Heriot Watt University

Heriot-Watt University has five campuses: three in the UK (Edinburgh, Scottish Borders, and Orkney), one in Dubai and one in Malaysia. The University offers a highly distinctive range of degree programmes in the specialist areas of science, engineering, design, business and languages.

With a history dating back to 1821, Heriot-Watt University has established a reputation for world-class teaching and practical, leading-edge research, which has made it one of the top UK universities for business and industry. We connect with industry at every level and develop programmes to match their needs - so employers get work-ready industry-fit graduates.

Heriot-Watt is also Scotland's most international university, boasting the largest international student cohort.

We have an established set of values that help us to nurture innovation and leadership and show our commitment to continuous improvement and development in all our activities.

How to Apply

Please submit your CV & covering letter via the Heriot-Watt on-line recruitment.

Applications can be submitted up to midnight (UK time) on Sunday 12th April 2026.

Shortlisting is expected to be completed by 13 April. Interviews are scheduled to take place on 21 and 22 April.

The anticipated start date is 1 June 2026 or ASAP.

Heriot-Watt University is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all.

Heriot-Watt University values diversity across our University community and welcomes applications from all sectors of society, particularly from underrepresented groups. For more information, please see our website and also our award-winning work in Disability Inclusive Science Careers .

We welcome and will consider flexible working patterns e.g. part-time working and job share options.

Use our total rewards calculator: to see the value of benefits provided by Heriot-Watt University.