Head Receptionist

Responsibilities

• Provide a polished, professional and welcoming first impression for all guests, overseeing arrival and departure experiences and ensuring luggage assistance and valet parking are delivered to the highest standard.
• Maintain comprehensive knowledge of all hotel services, facilities, accommodation types, rates, dining options, menus and packages, ensuring the reception team is consistently well informed and confident in their delivery.
• Proactively enhance the guest experience through tailored recommendations for local attractions, dining and activities, using strong local knowledge and guest insight.
• Set and uphold exceptional standards of communication across telephone, email and face-to-face interactions, ensuring the reception team represents Palé Hall with professionalism and warmth at all times.
• Oversee check-in and check-out procedures, ensuring accuracy of guest accounts, billing and payment processes, and delivering a seamless and well-managed guest journey.
• Supervise and manage reservations, cancellations and amendments for bedrooms, restaurants and events, ensuring systems are used accurately and efficiently.
• Ensure all reception records, reports, daily logbooks and shift handovers are completed accurately and to a high standard.
• Manage and delegate administrative responsibilities, including guest correspondence, billing queries and departmental documentation, ensuring compliance with hotel procedures.
• Lead the promotion of hotel services, experiences and special offers, guiding the team to confidently recommend upgrades, dining options and added‑value services to enhance guest satisfaction and maximise revenue.
• Work closely with Housekeeping, Kitchen, Food & Beverage and other departments to coordinate daily operations and ensure seamless communication across the hotel.
• Demonstrate leadership through flexibility and a hands‑on approach, providing support to other departments when required and setting a positive example for the team.
• Support the training, development and ongoing performance of reception colleagues, contributing to a culture of continuous improvement and service excellence.
• Ensure full compliance with all hotel policies and procedures, including Health & Safety, fire and emergency protocols.
• Take responsibility for maintaining the safety, security and confidentiality of guests, staff and hotel property at all times.