Receptionist (YMCA Bath)
Our Values
The post holder will be expected to operate in line with our workplace values, which are:
We are kind
We treat everyone with empathy, respect and compassion. As kind individuals we prioritise the wellbeing of others, offering support and understanding in every interaction. We believe that kindness strengthens our community and creates a positive, inclusive environment where everyone can belong and thrive.
We are curious
We embrace a mindset of lifelong learning and exploration. As curious individuals, we ask questions, seek new perspectives, and are open to discovering innovative solutions. We are driven by a desire to understand, grow, and continually improve both personally and as an organisation.
We are custodians
We care deeply for the legacy and future of our YMCA and the transformative work we do. As custodians, we take pride in protecting and nurturing our assets and our community, ensuring our mission thrives for generations to come. We are active stewards of the planet, making thoughtful choices that contribute to a sustainable future. Through our actions, we honour the trust placed in us to create lasting positive change and safeguard the world we all share
We are wavemakers
We are bold, innovative and unafraid to challenge the status quo. As wavemakers, we actively create positive change and aim to inspire others. We take initiative, drive progress, and make a meaningful impact on our community and beyond.
We are genuine
We are honest, transparent, and true to our word. As Genuine individuals. we act with integrity and authenticity, building trust and fostering meaningful connections. We stay true to our mission and values, ensuring that our actions consistently reflect who we are and what we stand for.
Role Purpose
The Receptionist is responsible for delivering a professional, efficient, and welcoming front-of-house service, ensuring all guests experience a smooth and well-managed stay.
The role exists to:
- Manage guest check-ins, check-outs, and enquiries
- Maintain accurate booking and payment information
- Act as the central communication point within the building
- Support operational flow between departments
The Receptionist controls the guest journey and represents the first and last impression of YMCA Bath.
Role Context
YMCA Bath is a high-volume hostel environment with a varied guest base, including individuals, groups, and international travellers.
Reception operates at the centre of the operation and must balance:
- Guest experience
- Administrative accuracy
- Operational awareness
- Communication with Duty Managers and Housekeeping
The role requires attention to detail, strong communication, and the ability to remain calm under pressure.
Terms of Employment
Contract: Permanent
Salary: £12.71 per hour
Responsible to: Duty and Deputy Manager – Escalation support to General Manager
Working hours:
· Weekday shifts: 09:00 – 17:00
· Weekend shifts: 07:30 – 13:30 / 13:00 – 19:00
Including weekends and bank holidays on a rota basis
18.5 hours per week (Fri 09:00 - 17:00, Sat 13:00 - 19:00 and Sun 07:30 - 13:30)
Special conditions: This is a guest facing role and requires the candidate to have great interpersonal skills as well as the ability to multitask in a fast pace environment. Receptionist will always be supported by a senior role on site.
Annual Leave: 5 weeks plus any worked bank holidays, pro rata
Other benefits: These are in line with YMCA Brunel Group current benefits
Core Responsibilities
1. Guest Check-In, Check-Out & Front-of-House Service
Deliver a professional and efficient guest experience.
- Welcome guests in a friendly, professional manner
- Complete check-ins and check-outs accurately and efficiently
- Provide clear information about the building and facilities
- Handle guest enquiries confidently and appropriately
Guests feel welcomed, informed, and confident in the service provided.
2. Booking Accuracy & Administrative Control
Maintain accurate booking and guest information at all times.
- Manage reservations, amendments, and cancellations
- Ensure all guest details are recorded correctly
- Process payments accurately and securely
- Maintain clear and organised booking systems
All booking and payment information is accurate and up to date.
3. Operational Awareness & Coordination
Maintain awareness of the building’s operational status.
- Monitor room readiness in coordination with Housekeeping
- Communicate with Duty Managers regarding availability and issues
- Support early check-ins where possible
- Identify and escalate delays or problems
Reception operates with full awareness of the building, supporting smooth operational flow.
4. Communication & Information Flow
Act as the central communication point within the building.
- Relay key information between departments
- Respond to emails and enquiries (e.g. Whistle)
- Record and communicate guest issues, maintenance concerns, and incidents
- Ensure accurate information is passed between shifts
Information is clear, accurate, and consistently communicated.
5. Guest Issue Resolution & Escalation
Manage guest concerns professionally and effectively.
- Handle minor issues independently
- Remain calm and professional under pressure
- Escalate more serious concerns to the Duty Manager
- Ensure guests feel heard and supported
Issues are managed promptly, professionally, and appropriately.
6. Environment & Presentation
Maintain a clean, organised, and professional front-of-house area.
- Keep reception and surrounding areas tidy and presentable
- Ensure guest-facing areas reflect high standards
- Support the overall presentation of the building
The reception area reflects a professional and welcoming environment.
7. Professional Behaviour & Standards
Maintain high standards of conduct and reliability.
- Arrive on time and prepared for shift
- Work with focus, accuracy, and attention to detail
- Demonstrate a positive and professional attitude
- Work collaboratively with colleagues across departments
Behaviour supports a consistent, professional front-of-house operation.
Authority & Accountability
- Receptionists are responsible for:
- Accuracy of bookings and payments
- Quality of guest interaction
- Effective communication within the building
- Have authority to:
- Manage standard guest interactions and enquiries
- Escalate issues appropriately
The role operates within a structured system, with support from the Duty Manager.
Role Boundaries
· The role is operational and front-of-house focused
· Strategic decisions and escalations sit with the Duty Manager
· Receptionists must follow operational procedures and adapt to demand
The duties and responsibilities in this job are not restrictive and the post holder may be required to on occasion undertake other duties. This will not substantially change the nature of the post.
YMCA Brunel Group is committed to follow safer recruitment guidelines and all candidates will have to demonstrate full employment history, give 2 good references and be DBS checked. In line with the requirements of the Asylum & Immigration Act 1996, all applicants must be eligible to live and work in the UK. Documented evidence of eligibility will be required from candidates as part of the recruitment process.
*YMCA Brunel Group is no longer able to offer employment sponsorship.
Job Type: Part-time
Pay: £12.71 per hour
Work Location: In person
