Head Hotel Receptionist Overview
Broome Park Hotel is a magnificent Grade I listed country estate offering elegant accommodation, exceptional dining, an 18-hole golf course, memorable weddings and warm hospitality in the heart of Kent. We are seeking a friendly, professional and experienced Head Receptionist to lead our front-of-house reception team.
As one of the first points of contact for our guests, you will play a key role in creating a warm welcome and ensuring the smooth running of the reception operation. You will supervise the reception team, manage rotas and provide consistently high standards of guest service throughout the entire guest journey.
The ideal candidate will have previous hotel reception experience, strong leadership and organisational skills, and the confidence to resolve guest concerns professionally.
Key Responsibilities
- Lead, support and motivate the reception team to deliver excellent guest service.
- Welcome guests and oversee efficient check-in and check-out procedures.
- Manage room reservations, amendments and cancellations accurately.
- Prepare team rotas and manage holiday requests, ensuring the reception desk is covered across the hotel’s 24-hour operation.
- Respond promptly and professionally to guest enquiries by telephone, email and in person.
- Handle guest complaints with empathy and confidence, resolving issues wherever possible and escalating serious matters when required.
- Ensure guest accounts, payments and financial records are processed accurately.
- Support the training and development of reception team members.
- Maintain a clean, organised and welcoming reception environment.
- Provide guests with accurate information about the hotel, golf course, local attractions, transport and dining options.
- Communicate effectively with Housekeeping, Reservations, Food and Beverage, Golf and Events to ensure a seamless guest experience.
- Encourage room upgrades and promote hotel services and facilities where appropriate.
- Ensure all procedures relating to guest information, data protection, cash handling and hotel security are followed.
- Assist hotel management with administrative and operational duties when required.
Requirements
- Previous experience within a hotel reception or front-office environment is essential.
- Supervisory or team-leadership experience is highly desirable.
- Excellent communication, telephone and customer-service skills.
- Strong organisational skills and attention to detail.
- Confidence in handling complaints and making decisions during busy periods.
- Experience using Rezlynx or a similar hotel property-management system is desirable.
- Good computer skills and experience with reservation and payment-processing systems.
- A professional appearance and a friendly, approachable manner.
- The ability to remain calm and organised while managing competing priorities.
- Flexibility to work a range of shifts, including early mornings, evenings, weekends and bank holidays.
Join the team at Broome Park Hotel and take a leading role in delivering the warm, professional service our guests expect.
Job Type: Full-time
Pay: £13.50-£14.00 per hour
Benefits:
- Discounted or free food
- Employee discount
- On-site parking
Ability to commute/relocate:
- Canterbury CT4 6QX: reliably commute or plan to relocate before starting work (preferred)
Experience:
- Hotel Receptionist: 1 year (required)
Licence/Certification:
- Driving Licence (required)
Work Location: In person
