Job Title: Receptionist 
Department: Front Office
Reporting to: Front Office Manager/ Assistant Front Office Manager 

ROLE OVERVIEW

As a Receptionist at Hotel Gotham – Newcastle, you will be the first point of contact for all guests, setting the tone for an exceptional five-star experience. With a focus on elegant service, attention to detail, and confident professionalism, you will ensure each guest’s journey begins and ends with impeccable care.

This role requires a proactive approach to guest service, a thorough understanding of front office operations, and a commitment to ensuring every interaction reflects the sophistication and excellence of the Hotel Gotham brand.

KEY RESPONSIBILITIES

Guest Service & Experience

• Welcome all guests warmly and professionally, ensuring a seamless check-in and check-out experience in line with luxury service standards.
• Deliver exceptional service through all face-to-face, telephone, and digital interactions, ensuring guest satisfaction at every stage.
• Anticipate guest needs, resolve queries efficiently, and go the extra mile to exceed expectations.
• Maintain a high level of awareness regarding hotel facilities, services, and promotions, as well as local attractions and transportation options.
• Ensure the lobby and reception areas remain immaculate, calm, and welcoming at all times.

Reservations & Revenue

• Handle all reservations, amendments, and cancellations with accuracy and attention to detail.
• Maximise room revenue through effective upselling and understanding of rate strategies and availability.
• Apply the 24/7 Sales Conversation model to promote additional hotel services such as dining, spa, and events.
• Work collaboratively with the reservations and sales teams to support occupancy goals and guest retention.

Front Office Operations

• Operate all front desk systems, including the Property Management System (PMS), efficiently and accurately.
• Maintain clear and accurate records of guest accounts, billing, and payment methods in accordance with company policy.
• Understand and implement hotel procedures relating to guest arrivals, departures, early check-ins, and late check-outs.
• Ensure all guest data is handled confidentially and in compliance with GDPR regulations.

Health, Safety & Compliance

• Follow all company and legal policies relating to Health & Safety, Fire Safety, COSHH, and security.
• Maintain vigilance in hazard spotting and adhere to first aid and accident reporting procedures.
• Be fully trained and competent in fire evacuation procedures and emergency response.
• Support the security of all hotel guests, staff, and property.

TRAINING & DEVELOPMENT

• Attend hotel and departmental induction programmes.
• Participate in Job Chats, Performance Reviews, and one-to-one coaching.
• Complete relevant Health & Safety and compliance training.
• Engage in ongoing professional development including cross-training and leadership pathways.
• Serve as a ‘Buddy’ or mentor for new team members as needed.

CORE COMPETENCIES & PERFORMANCE INDICATORS

• Delivers consistent five-star service with warmth, grace, and discretion.
• Demonstrates strong communication and conflict resolution skills.
• Maintains detailed knowledge of hotel operations and guest preferences.
• Achieves high guest satisfaction scores and positive feedback.
• Adheres to service standards, grooming expectations, and brand tone at all times.
• Operates with integrity, reliability, and strong attention to detail.