Receptionist

Be Yourself – Be a Bold Team Player – Be Leonardo

Once you’re part of the team, you’re part of the Leonardo community of over 55 hotels across the UK & Ireland!

Main Tasks

Offer exceptional guest care at all times

Manage check-in and check-out processes, offering exceptional experiences to all arriving and departing guests

Answer the telephone in a professional manner and appropriately action enquiries

Collaborate with colleagues in other departments to elevate the overall guest experience consistently

As the first point of contact manage guest complaints calmly and professionally; escalating to the Duty Manager as appropriate

Maintain expert knowledge of the hotel product and outlets to offer exceptional service to guests

Upsell room upgrades, breakfast and seasonal offers in adherence with departmental targets

Follow safety and security protocols to protect guests with particular adherence to Key Security

Utilise all relevant systems correctly to complete tasks in a timely manner

Adhere to Company policies, Code of Conduct, procedures and relevant legislation at all times – including, but not limited to, Data Protection and Health and Safety regulations

Complete any other reasonable request made by a member of the management team or a supervisor

Person Specification

Genuine passion for delivering memorable moments to guests

Positive approach to changing service environments and priorities

Pro-active with a hands-on approach to delivering consistent results

Embrace the Leonardo Hotels’ Guest Care culture; be empowered to work on your own initiative

Friendly team player with the ability to work effectively and efficiently with others

A confident communicator willing to make suggestions for improvements, and open to feedback from colleagues

Engaged with hotel initiatives to support the local community

Measurable Performance Indicators

Demonstrating the Company vision, mission and values when interacting with colleagues and guests

Customer reviews

Achieving agreed KPIs

Fulfilment of the job skills checklist

Customer satisfaction scores e.g. Booking.com

Regular review meetings with line manager

Available Ongoing Learning

GROWonline BELONG induction and development courses

Academy Technical skills training

Team Coach

‘Come Join Us’ Guest Care training

Opportunity to apply for internal development programmes, such as:

Junior Chef Development programme

Graduate programme

Level 2 Apprenticeships in Hospitality

NOTE: 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 & Europe

Company-wide recognition scheme: you could earn vouchers to spend on a wide range of high street shops

Talent referral scheme

Thank You Week: from ice cream trucks to yoga classes and lots in between!

Wellbeing Calendar

Ongoing job-related training programmes with clear paths for progression

We’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!