Receptionist

Be Yourself - Be a Bold Team Player - Be LeonardoOnce you're part of the team, you're part of the Leonardo community of over 55 hotels across the UK & Ireland!Main TasksOffer exceptional guest care at all timesManage check-in and check-out processes, offering exceptional experiences to all arriving and departing guestsAnswer the telephone in a professional manner and appropriately action enquiriesCollaborate with colleagues in other departments to elevate the overall guest experience consistentlyAs the first point of contact manage guest complaints calmly and professionally; escalating to the Duty Manager as appropriateMaintain expert knowledge of the hotel product and outlets to offer exceptional service to guestsUpsell room upgrades, breakfast and seasonal offers in adherence with departmental targetsFollow safety and security protocols to protect guests with particular adherence to Key SecurityUtilise all relevant systems correctly to complete tasks in a timely mannerAdhere to Company policies, Code of Conduct, procedures and relevant legislation at all times - including, but not limited to, Data Protection and Health and Safety regulationsComplete any other reasonable request made by a member of the management team or a supervisorPerson SpecificationGenuine passion for delivering memorable moments to guestsPositive approach to changing service environments and prioritiesPro-active with a hands-on approach to delivering consistent resultsEmbrace the Leonardo Hotels' Guest Care culture; be empowered to work on your own initiativeFriendly team player with the ability to work effectively and efficiently with othersA confident communicator willing to make suggestions for improvements, and open to feedback from colleaguesEngaged with hotel initiatives to support the local communityMeasurable Performance IndicatorsDemonstrating the Company vision, mission and values when interacting with colleagues and guestsCustomer reviewsAchieving agreed KPIsFulfilment of the job skills checklistCustomer satisfaction scores e.g. Booking.comRegular review meetings with line managerAvailable Ongoing LearningGROWonline BELONG induction and development coursesAcademy Technical skills trainingTeam Coach'Come Join Us' Guest Care trainingOpportunity to apply for internal development programmes, such as:Junior Chef Development programmeGraduate programmeLevel 2 Apprenticeships in HospitalityNOTE: The learning opportunities listed above are correct at the time of issue and are subject to change. You must speak with your line manager if you are interested in pursuing any training courses or programmes.Some of the perks our Receptionist could enjoy include:Special rates on Leonardo Hotel rooms across the UK & EuropeCompany-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shopsTalent referral schemeThank You Week: from ice cream trucks to yoga classes and lots in between!Wellbeing CalendarOngoing job-related training programmes with clear paths for progressionWe're 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.Why come join us as a Receptionist?We look after our colleagues just as well as we look after our guests. Our regular Learning Bites, "Come Join Us Guest Care" training and Wellbeing webinars all help your progress with us. With support on tap, top-notch practical training and clear progression you'll be on track for a brilliant future in Hospitality!