Hotel Receptionist

Role overview

The Old Swan Hotel in Harrogate is looking for a polished and approachable Hotel Receptionist to join the Front of House team. This position sits within the Reception department and reports to the Reception Manager. It is a full-time role with 40 hours scheduled across 5 days, and the rota will include some evenings and weekends.

About Classic Lodges

Classic Lodges is a collection of eight distinctive hotels located in some of the UK’s most appealing destinations. While each property has its own character, they all share a common aim: to create memorable experiences that bring together people, places and lasting memories.

The focus is on more than simply providing accommodation. The hotels aim to create meaningful moments for guests, whether they are visiting for a restful break, a special occasion or a business event. Attention to detail and warm hospitality are central to the guest experience.

What the role involves

You will be the first person many guests meet, so a welcoming attitude and strong service standards are essential. The job involves handling a variety of front desk duties in a busy hotel setting while helping guests from arrival through to departure.

• Greet guests on arrival and manage check-in and check-out processes smoothly and accurately.
• Answer guest questions in person, by phone and by email, offering useful information about the hotel and the surrounding area.
• Take care of bookings, changes and cancellations through the hotel reservation system while keeping guest information and payments accurate.
• Deal with guest needs and complaints quickly, or direct them to the right department when needed to ensure a good result.
• Process payments, keep transaction records up to date, and follow correct cash-handling procedures.
• Work with Housekeeping and Maintenance so that rooms are prepared on time and any issues are resolved without delay.
• Help with porter duties and luggage handling when required, taking care of guest belongings.
• Support the Front of House Manager with administration, daily reports, and opening and closing tasks.
• Encourage use of hotel services and offers such as dining, spa and events to improve the guest experience and contribute to revenue.
• Represent Classic Lodges professionally at all times through appearance and service delivery.

Requirements

• Prior experience in reception, customer service, or hospitality is preferred.
• Strong spoken and written communication skills, with a courteous and friendly manner.
• Good organisation and multitasking abilities for a fast-paced environment.
• Comfort using hotel booking software and basic office applications; training can be provided where needed.
• Solid numeracy skills and experience handling both cash and card payments.
• Ability to stay calm under pressure and deal with guest concerns in a professional way.
• Willingness to work flexible hours, including evenings, weekends and bank holidays as needed.
• Must have the right to work in the UK.

Contract and working pattern

This is a permanent full-time position. The expected working pattern is 40 hours per week over 5 days, and the rota will include weekends and evenings.

Pay

Pay is competitive and will depend on experience.

Benefits

• Discounts for employees, including 25% off food and drink, along with savings for friends and family.
• Confidential wellbeing support through Hospitality Action, with access to advice and resources at no cost.
• Free uniform for Front of House team members.
• Complimentary meals while on shift.
• Monthly gratuities and recognition through Employee of the Quarter awards.
• Long-service awards and invitations to the Classic Lodges Awards Ceremony.
• Free use of pool and spa facilities, where available at the hotel.
• 28 days of holiday, increasing with service length up to 33 days.
• Training and development support, including apprenticeships and clear progression routes.

How to apply

Applicants should send a CV along with a short covering note that explains relevant experience and availability. Candidates who are personable, organised and committed to excellent service are encouraged to apply.