All applicants must be able to provide evidence of their Right to Work in the UK. Must have valid UK Driving Licence and vehicle to commute due to hours and location. Shift Pattern 06.45am - 14.45pm or 14.30pm until 10.30pm, please note this role requires weekend work with 1 weekend off in 4. Role Overview The main aim of this role is to provide a warm and welcoming experience to customers arriving at the hotel, through-out their stay, until check-out. Enhancing the customer experience by supporting the Guest Services Manager at all times with ideas about how to continuously improve the service we deliver. Key to the role is communicating all amendments to the operations team in a timely and clear manner. The role holder will also further enhance the guest stay by promoting the estate activities and spa treatments and driving bounce-back offers and encouraging guest feedback. Reporting to Front Desk Manager Main Responsibilities To be confident and take pride in ensuring the well-being, satisfaction and comfort of all guests within the limits of the Department and to establish a highly personalised style of service and attention to guests in keeping with the atmosphere of a family run Hotel To establish a courteous, helpful and friendly attitude to all guests at all times and to be confident to use guest names at every available opportunity. To take pride in maintaining a high standard in personal appearance and demeanor. To have a good working knowledge of all departments of the Hotel, Spa & Estate To be confident in the full understanding of all equipment within the Front Office including Guestline and Premier Systems, Word, Excel and Email. To be familiar with all reservation tasks in order to cover this role if required, understanding teamwork and flexibility. To be the point of contact for all VIP guests, showing passion and pride ensuring all return guests and return complaints are handled effectively and in a correct and sensitive manner To be efficient and well-informed in taking restaurant reservations, in the absence of the Restaurant Manager - availability, prices and any restrictions. To take pride in being well-informed of the 'market; - all aspects of accommodation as well as traditional sales areas in F & B and other hotel services. Fully understand all of the Hotel facilities and Estate activities, hours of activity and pricing to provide customers with information on the whole Coniston experience Maximise sales of the Hotel's facilities and Estate activities when checking guests in To record all relevant comments of appreciation, suggestions and maintenance points in order to initiate follow up using your integrity. To know and understand the current policies and procedures of the Hotel and Spa. To take ownership and be responsible for monies in your care as per cashiering shift and in the Main Safe and be aware of security issues. To ensure correct hand-over procedure of day's business with regard to cover and cashiering. To be aware of the problems arising with reference to queries on accounts and restaurant bills. To be confident with how to rectify these and explain fully, adjusting if necessary, using your intuition and integrity. To be aware of complaints/problems and bring them to the attention of the Guest Services Manager, Duty Manager and to offer assistance using your integrity. To be fully aware of the Hotel's Fire Safety procedures and Health & Safety Person Specification Essential You genuinely care about the Coniston guest and seek to exceed their expectations Experience of working in a fast paced and system driven environment. Confident and eloquent when speaking on calls Have excellent numeral and written skills Have excellent organizational skills Passionate about customer service Enthusiastic and positive outlook Flexible approach to working hours as business needs dictate The ability to respond quickly and positively to a range of work situations A good level of computer literacy (outlook, word, PowerPoint and excel) At all times portray a professional image by wearing the uniform provided Desirable Displays a solution based approach to any situation Previous experience in working in hospitality Has a can-do, will-do attitude Employee Benefits - What we offer you We value the commitment and loyalty of our colleagues and are delighted to offer a range of benefits to show our ongoing appreciation, benefits include: Pay increase following successful probationary period Meals on Duty 30 Minute Paid Breaks 28 days annual leave (including Bank Holidays), increasing with service - we value and celebrate long service. NEST pension scheme for all eligible employees. FREE Hospitality Action Employee Assistance Programme for all employees providing a range of specialist support services. Ongoing development, training and opportunities to progress. Gratuities and service charge paid on a monthly basis (up to £2,500.00 per annum) Regular rewards and recognition with monthly, annual and long service awards. Preferential membership fees for our award-winning Nàdarra Spa. 20% discount for Spa Treatments (on the same day), 10% discount on Gift Shop & Spa Retail (excluding sale items), Food & Beverage and Hotel Celebrations (excluding weddings), as well as £75.00 Bedroom Rate (room only) for you or your family to enjoy. Uniform provided for guest-facing roles. FREE on-site parking.
Apr 10, 2026
Full time
All applicants must be able to provide evidence of their Right to Work in the UK. Must have valid UK Driving Licence and vehicle to commute due to hours and location. Shift Pattern 06.45am - 14.45pm or 14.30pm until 10.30pm, please note this role requires weekend work with 1 weekend off in 4. Role Overview The main aim of this role is to provide a warm and welcoming experience to customers arriving at the hotel, through-out their stay, until check-out. Enhancing the customer experience by supporting the Guest Services Manager at all times with ideas about how to continuously improve the service we deliver. Key to the role is communicating all amendments to the operations team in a timely and clear manner. The role holder will also further enhance the guest stay by promoting the estate activities and spa treatments and driving bounce-back offers and encouraging guest feedback. Reporting to Front Desk Manager Main Responsibilities To be confident and take pride in ensuring the well-being, satisfaction and comfort of all guests within the limits of the Department and to establish a highly personalised style of service and attention to guests in keeping with the atmosphere of a family run Hotel To establish a courteous, helpful and friendly attitude to all guests at all times and to be confident to use guest names at every available opportunity. To take pride in maintaining a high standard in personal appearance and demeanor. To have a good working knowledge of all departments of the Hotel, Spa & Estate To be confident in the full understanding of all equipment within the Front Office including Guestline and Premier Systems, Word, Excel and Email. To be familiar with all reservation tasks in order to cover this role if required, understanding teamwork and flexibility. To be the point of contact for all VIP guests, showing passion and pride ensuring all return guests and return complaints are handled effectively and in a correct and sensitive manner To be efficient and well-informed in taking restaurant reservations, in the absence of the Restaurant Manager - availability, prices and any restrictions. To take pride in being well-informed of the 'market; - all aspects of accommodation as well as traditional sales areas in F & B and other hotel services. Fully understand all of the Hotel facilities and Estate activities, hours of activity and pricing to provide customers with information on the whole Coniston experience Maximise sales of the Hotel's facilities and Estate activities when checking guests in To record all relevant comments of appreciation, suggestions and maintenance points in order to initiate follow up using your integrity. To know and understand the current policies and procedures of the Hotel and Spa. To take ownership and be responsible for monies in your care as per cashiering shift and in the Main Safe and be aware of security issues. To ensure correct hand-over procedure of day's business with regard to cover and cashiering. To be aware of the problems arising with reference to queries on accounts and restaurant bills. To be confident with how to rectify these and explain fully, adjusting if necessary, using your intuition and integrity. To be aware of complaints/problems and bring them to the attention of the Guest Services Manager, Duty Manager and to offer assistance using your integrity. To be fully aware of the Hotel's Fire Safety procedures and Health & Safety Person Specification Essential You genuinely care about the Coniston guest and seek to exceed their expectations Experience of working in a fast paced and system driven environment. Confident and eloquent when speaking on calls Have excellent numeral and written skills Have excellent organizational skills Passionate about customer service Enthusiastic and positive outlook Flexible approach to working hours as business needs dictate The ability to respond quickly and positively to a range of work situations A good level of computer literacy (outlook, word, PowerPoint and excel) At all times portray a professional image by wearing the uniform provided Desirable Displays a solution based approach to any situation Previous experience in working in hospitality Has a can-do, will-do attitude Employee Benefits - What we offer you We value the commitment and loyalty of our colleagues and are delighted to offer a range of benefits to show our ongoing appreciation, benefits include: Pay increase following successful probationary period Meals on Duty 30 Minute Paid Breaks 28 days annual leave (including Bank Holidays), increasing with service - we value and celebrate long service. NEST pension scheme for all eligible employees. FREE Hospitality Action Employee Assistance Programme for all employees providing a range of specialist support services. Ongoing development, training and opportunities to progress. Gratuities and service charge paid on a monthly basis (up to £2,500.00 per annum) Regular rewards and recognition with monthly, annual and long service awards. Preferential membership fees for our award-winning Nàdarra Spa. 20% discount for Spa Treatments (on the same day), 10% discount on Gift Shop & Spa Retail (excluding sale items), Food & Beverage and Hotel Celebrations (excluding weddings), as well as £75.00 Bedroom Rate (room only) for you or your family to enjoy. Uniform provided for guest-facing roles. FREE on-site parking.
Burlington Hotel
Newcastle Upon Tyne, Tyne And Wear
Job Title: Concierge Department: FrontOffice Reporting to: Guest Relations Manager Position Overview As a Concierge in a five star hotel, you are an ambassador of service excellence and local knowledge, offering a warm welcome and seamless assistance to every guest. From managing luggage and valet parking to providing tailored recommendations, you ensure that each guest's stay is effortless, memorable, and personalised. Your presence throughout the hotel supports all departments in maintaining a refined atmosphere and exceptional guest experience. Applicants for this role must be over 25 years old and hold a full UK driving licence for guest valet parking purposes. Key Responsibilities Guest Engagement & Service Greet all guests with warmth, professionalism, and discretion, anticipating needs and personal preferences. Offer expert assistance with all guest enquiries, including directions, restaurant bookings, spa appointments, transport, and bespoke experiences. Be present and attentive in the hotel lobby/ entrance and outlets, ensuring guests feel consistently supported, acknowledged, and cared for. Handle guest complaints or requests calmly and efficiently, escalating when appropriate and always following through. Provide a polished arrival and departure experience through coordinated luggage handling, valet parking, and seamless service communication. Valet & Luggage Services Manage all valet parking operations, ensuring secure and careful handling of guest vehicles. Assist guests with luggage on arrival, during room moves, and upon departure. Maintain the concierge desk, lobby, and front drive in immaculate condition, representing the hotel's luxury image. Tag, store, and retrieve guest luggage with accuracy and care, following correct procedures. Hotel Wide Presence Maintain a visible and supportive presence across all hotel outlets-restaurants, bar, spa, events-offering assistance and checking on guest satisfaction. Act as a liaison between departments to enhance communication and service flow, particularly during high guest movement periods. Support event coordination and VIP arrivals by overseeing timing, transport, or special touches. Assist with covering holidays for day/night porter team. Administrative & Coordination Tasks Maintain accurate records of bookings, guest requests, car parking logs, and deliveries. Manage guest messages, packages, and internal communication with discretion and efficiency. Maintain and update concierge resources such as menus, maps, brochures, and partner contact lists. Use hotel systems to log guest preferences, update reservations, and record service notes. Assist with preparing welcome notes, guest itineraries, amenity arrangements, and departmental handovers. Health, Safety & Security Ensure valet and luggage handling is carried out with full consideration of health & safety and manual handling protocols. Follow all procedures related to guest vehicle security, key control, and liability. Monitor and report safety hazards or suspicious activity in and around the hotel entrance and lobby. Participate in fire safety, emergency response, and evacuation procedures as required. General Responsibilities Attend all required training, team meetings, and performance reviews. Maintain a flawless appearance and professional conduct in line with five star hospitality standards. Contribute to a positive, supportive culture that champions luxury service, teamwork, and integrity. Undertake any other duties as assigned by the Guest Relations Manager or Assistant/Front Office Manager in the interest of the hotel and guest satisfaction.
Apr 08, 2026
Full time
Job Title: Concierge Department: FrontOffice Reporting to: Guest Relations Manager Position Overview As a Concierge in a five star hotel, you are an ambassador of service excellence and local knowledge, offering a warm welcome and seamless assistance to every guest. From managing luggage and valet parking to providing tailored recommendations, you ensure that each guest's stay is effortless, memorable, and personalised. Your presence throughout the hotel supports all departments in maintaining a refined atmosphere and exceptional guest experience. Applicants for this role must be over 25 years old and hold a full UK driving licence for guest valet parking purposes. Key Responsibilities Guest Engagement & Service Greet all guests with warmth, professionalism, and discretion, anticipating needs and personal preferences. Offer expert assistance with all guest enquiries, including directions, restaurant bookings, spa appointments, transport, and bespoke experiences. Be present and attentive in the hotel lobby/ entrance and outlets, ensuring guests feel consistently supported, acknowledged, and cared for. Handle guest complaints or requests calmly and efficiently, escalating when appropriate and always following through. Provide a polished arrival and departure experience through coordinated luggage handling, valet parking, and seamless service communication. Valet & Luggage Services Manage all valet parking operations, ensuring secure and careful handling of guest vehicles. Assist guests with luggage on arrival, during room moves, and upon departure. Maintain the concierge desk, lobby, and front drive in immaculate condition, representing the hotel's luxury image. Tag, store, and retrieve guest luggage with accuracy and care, following correct procedures. Hotel Wide Presence Maintain a visible and supportive presence across all hotel outlets-restaurants, bar, spa, events-offering assistance and checking on guest satisfaction. Act as a liaison between departments to enhance communication and service flow, particularly during high guest movement periods. Support event coordination and VIP arrivals by overseeing timing, transport, or special touches. Assist with covering holidays for day/night porter team. Administrative & Coordination Tasks Maintain accurate records of bookings, guest requests, car parking logs, and deliveries. Manage guest messages, packages, and internal communication with discretion and efficiency. Maintain and update concierge resources such as menus, maps, brochures, and partner contact lists. Use hotel systems to log guest preferences, update reservations, and record service notes. Assist with preparing welcome notes, guest itineraries, amenity arrangements, and departmental handovers. Health, Safety & Security Ensure valet and luggage handling is carried out with full consideration of health & safety and manual handling protocols. Follow all procedures related to guest vehicle security, key control, and liability. Monitor and report safety hazards or suspicious activity in and around the hotel entrance and lobby. Participate in fire safety, emergency response, and evacuation procedures as required. General Responsibilities Attend all required training, team meetings, and performance reviews. Maintain a flawless appearance and professional conduct in line with five star hospitality standards. Contribute to a positive, supportive culture that champions luxury service, teamwork, and integrity. Undertake any other duties as assigned by the Guest Relations Manager or Assistant/Front Office Manager in the interest of the hotel and guest satisfaction.
My client is seeking a hotel Reception Manager, to join a hotel in the Bromley area. We are seeking an experienced and guest-focused Reception Manager , to lead the Front Office team and oversee the daily operation of reception services. This role is pivotal in ensuring a seamless guest journey, from check-in to check-out, whilst maintaining the highest standards of service, professionalism, and efficiency. The ideal candidate will be a confident leader with excellent communication and organisational skills, capable of managing a team, resolving guest concerns, and driving service excellence. A strong understanding of front office systems, revenue awareness, and a proactive approach to problem-solving are essential. This is a hands on role to include, working both early and late shifts and weekends on a rota. As RECEPTION MANAGER, duties / responsibilities, consist of: Oversee the daily operation of the reception desk, ensuring smooth and efficient service at all times. Lead, motivate, and develop the Front Office team, including Receptionists and Night team. Ensure a warm, professional welcome and departure experience for all guests. Manage guest check-in, check-out, and reservation processes, ensuring accuracy and efficiency. Handle guest enquiries, feedback, and complaints promptly and professionally, ensuring resolution and guest satisfaction. Monitor room availability, occupancy levels, and coordinate closely with Housekeeping to optimise room readiness. Ensure all front office systems and procedures are followed, including cash handling and billing accuracy. Support reservation and revenue management strategies by maximising room sales, upselling, and promoting hotel services. Assist with and review daily reports for departments where necessary Maintain high standards of presentation, cleanliness, and organisation within the reception and lobby areas. Conduct regular team meetings as well as regular team performance reviews to communicate operational updates and service expectations. Ensure compliance with hotel policies, data protection regulations, and health & safety procedures. Assist with recruitment, onboarding, and training of new front office team members. Monitor team performance, attendance, and conduct appraisals in line with company procedures. Work collaboratively with all departments to ensure a seamless and consistent guest experience. Support the Night Audit process where required and ensure accurate end-of-day procedures. Drive guest engagement, loyalty, and positive reviews through exceptional service delivery. Perform additional duties as assigned by senior management including Duty Management shifts The salary for the role of Reception Manager, is given as £33,000 / per annum, plus a quarterly incentive scheme in addition. A selection of other company benefits are available, including company benefit and free car parking. There is the possibility of temporary live-in accommodation for relocation if required. N.E. Recruitment is acting as an Employment Agency in relation to this vacancy Please send an up to date copy of your Curriculum Vitae. We look forward to receiving all applications however due to the high number of applications we are only able to contact candidates which closely match the level of skills and experience of the requirements of our clients. However for more information or opportunities please contact us or forward your cv for consideration. Candidates must be eligible to live and work in the UK
Apr 01, 2026
Full time
My client is seeking a hotel Reception Manager, to join a hotel in the Bromley area. We are seeking an experienced and guest-focused Reception Manager , to lead the Front Office team and oversee the daily operation of reception services. This role is pivotal in ensuring a seamless guest journey, from check-in to check-out, whilst maintaining the highest standards of service, professionalism, and efficiency. The ideal candidate will be a confident leader with excellent communication and organisational skills, capable of managing a team, resolving guest concerns, and driving service excellence. A strong understanding of front office systems, revenue awareness, and a proactive approach to problem-solving are essential. This is a hands on role to include, working both early and late shifts and weekends on a rota. As RECEPTION MANAGER, duties / responsibilities, consist of: Oversee the daily operation of the reception desk, ensuring smooth and efficient service at all times. Lead, motivate, and develop the Front Office team, including Receptionists and Night team. Ensure a warm, professional welcome and departure experience for all guests. Manage guest check-in, check-out, and reservation processes, ensuring accuracy and efficiency. Handle guest enquiries, feedback, and complaints promptly and professionally, ensuring resolution and guest satisfaction. Monitor room availability, occupancy levels, and coordinate closely with Housekeeping to optimise room readiness. Ensure all front office systems and procedures are followed, including cash handling and billing accuracy. Support reservation and revenue management strategies by maximising room sales, upselling, and promoting hotel services. Assist with and review daily reports for departments where necessary Maintain high standards of presentation, cleanliness, and organisation within the reception and lobby areas. Conduct regular team meetings as well as regular team performance reviews to communicate operational updates and service expectations. Ensure compliance with hotel policies, data protection regulations, and health & safety procedures. Assist with recruitment, onboarding, and training of new front office team members. Monitor team performance, attendance, and conduct appraisals in line with company procedures. Work collaboratively with all departments to ensure a seamless and consistent guest experience. Support the Night Audit process where required and ensure accurate end-of-day procedures. Drive guest engagement, loyalty, and positive reviews through exceptional service delivery. Perform additional duties as assigned by senior management including Duty Management shifts The salary for the role of Reception Manager, is given as £33,000 / per annum, plus a quarterly incentive scheme in addition. A selection of other company benefits are available, including company benefit and free car parking. There is the possibility of temporary live-in accommodation for relocation if required. N.E. Recruitment is acting as an Employment Agency in relation to this vacancy Please send an up to date copy of your Curriculum Vitae. We look forward to receiving all applications however due to the high number of applications we are only able to contact candidates which closely match the level of skills and experience of the requirements of our clients. However for more information or opportunities please contact us or forward your cv for consideration. Candidates must be eligible to live and work in the UK
