Job Title
Hotel Receptionist
Reports To
Hotel Manager
Location
Saram Lodge, Lichfield.
Hours
Primarily 14:00 – 22:00, with occasional 06:00 – 14:00 shifts, including weekends and bank holidays on a rota basis.
Job Purpose
To provide a warm, professional, and efficient welcome to all guests while delivering exceptional customer service throughout their stay. The Hotel Receptionist is responsible for managing the front desk, operating the Guestline Property Management System (PMS), handling guest enquiries, and ensuring the smooth day-to-day operation of the reception department.
Key ResponsibilitiesGuest Services
- Welcome guests in a friendly, professional, and courteous manner.
- Complete guest check-ins and check-outs efficiently using the Guestline PMS.
- Provide information about the hotel, local attractions, and available services.
- Respond promptly to guest requests and resolve any issues or complaints professionally, escalating where necessary.
- Answer telephone calls and respond to emails in a timely and professional manner.
Reception & Administration
- Operate the Guestline Property Management System for reservations, room allocation, billing, guest profiles, and reporting.
- Process individual and group bookings accurately.
- Handle cash, card payments, and complete end-of-shift cash reconciliation.
- Produce invoices and process guest payments.
- Maintain accurate guest records in line with GDPR requirements.
- Complete daily reception checklists and shift handovers.
Reservations
- Manage new reservations received via telephone, email, online travel agents, and direct bookings.
- Upsell rooms and hotel services where appropriate.
- Monitor room availability and maximise occupancy.
Operational Duties
- Liaise effectively with Housekeeping, Maintenance, Food & Beverage, and Management to ensure excellent guest service.
- Monitor room status and communicate any maintenance or housekeeping issues.
- Assist with preparing arrivals, departures, and VIP guests.
- Support the hotel with administrative tasks as required.
Health & Safety
- Follow all hotel policies and procedures.
- Ensure guest security by adhering to key control and data protection procedures.
- Report maintenance issues, accidents, or security concerns promptly.
- Assist during emergency situations in accordance with hotel procedures.
Skills & Experience Essential
- Previous customer service experience.
- Excellent communication and interpersonal skills.
- Strong organisational skills and attention to detail.
- Good IT literacy.
- Ability to remain calm under pressure.
- Flexible approach to working shifts, including evenings and weekends.
Desirable
- Previous hotel reception experience.
- Experience using Guestline PMS.
- Knowledge of online booking channels (Booking.com, Expedia, etc.).
- Cash handling experience.
Personal Attributes
- Friendly and approachable.
- Professional appearance and manner.
- Reliable and punctual.
- Positive attitude with a willingness to learn.
- Team player with the ability to work independently.
- Strong problem-solving skills.
- Committed to delivering excellent customer service.
Pay: From £12.81 per hour
Benefits:
- Free parking
- On-site parking
Work Location: In person
