JOB OVERVIEW
To co-operate and work with departmental colleagues and team members across the business, carry out tasks as designated and manage the day-to-day practical aspects of customer service in an organised, structured and professional way.
As one of the first faces our guests see, you’ll play a key role in shaping their overall experience—from the moment they arrive to the moment they leave. Whether you’re checking someone in after a long journey, recommending your favourite dish, or serving drinks with a smile, you’ll be at the heart of delivering genuine, memorable hospitality.
No two shifts are the same. One moment you might be handling bookings or answering guest enquiries at reception, and the next you’ll be on the floor supporting the restaurant or bar team during a busy service.
To carry out all tasks and procedures in line with statutory requirements and ensure that customer service is provided in line with the business and performance objectives of the Hotel.
DUTIES AND RESPONSIBILITIES
Reception & Guest Experience
1. Welcome guests with warmth, authenticity, and a personalised approach.
2. Complete check-in and check-out efficiently using the hotel’s PMS.
3. Assist with reservations, room allocation, and guest requests.
4. Provide local knowledge, recommendations, and curated lifestyle tips.
5. Handle billing, payments, and procedures accurately.
6. Resolve guest concerns quickly and effectively, escalating when needed.
7. Support lobby hosting duties: welcoming, socialising, and maintaining presentation.
Food & Beverage Service (where applicable)
8. Deliver high-quality service across breakfast, bar, restaurant, coffee bar, and grab & go.
9. Prepare and serve coffees, drinks, and light food to brand standards.
10. Host in F&B spaces: welcoming guests, explaining menus, ensuring great experiences.
11. Maintain cleanliness, setup, and replenishment of F&B areas.
12. Assist with orders, inventory checks, and receiving deliveries.
13. Follow food safety, allergens, and hygiene procedures.
General Operations & Team Support:
14. Work flexibly across multiple areas depending on business needs.
15. Support events, activations, and lifestyle programming.
16. Ensure public areas remain clean, inviting, and on-brand.
17. Maintain a positive, supportive, and inclusive team environment.
18. Follow all hotel policies, safety procedures, and brand standards.
Other
19. While this job description is intended to be an accurate reflection of the duties involved with this position, the company reserves the right to add, remove or alter duties when business need dictates.
REQUIRED KNOWLEDGE, SKILLS & EXPERIENCE FOR THIS ROLE
Experience:
20. Previous hotel reception experience
21. Experience in food and beverage services
22. Experience using PMS and POS systems
Skills:
23. Passion for hospitality and delivering memorable guest experiences.
24. Positive, energetic, and adaptable personality.
25. Strong communication skills and confidence in guest interaction.
26. Ability to multi-task and remain calm under pressure.
27. Willingness to learn across multiple operational areas.
The statements in this job description are intended to describe the essential nature and level of work being performed. They are not intended to be all responsibilities of the job.