Reception Team Member

Job Description

We are seeking a professional and customer-focused Reception Team Member to join our dynamic team in Birmingham, United Kingdom. As the first point of contact for our guests and visitors, you will play a vital role in creating a welcoming and efficient experience. This position requires someone who is organized, detail-oriented, and passionate about delivering exceptional service while maintaining the highest standards of professionalism and confidentiality.

• Provide efficient guest registration, check-in, and check-out services with accuracy and courtesy
• Handle incoming calls professionally, directing them appropriately and taking accurate messages
• Manage reservations with precision, ensuring all details are correctly recorded and communicated
• Maintain accurate guest accounts and provide helpful, detailed information to support their needs
• Address guest requests promptly and courteously, escalating complex issues to the Manager on Duty when necessary
• Ensure smooth communication and coordination between guests and various organizational departments
• Follow strict security procedures to protect guest confidentiality, safety, and sensitive data
• Handle room keys, guest information, and credit card transactions with secure protocols
• Maximize sales opportunities through attentive and engaging guest interactions
• Maintain accurate documentation of guest messages, requests, and internal communications
• Keep all reception equipment in good working condition and use it appropriately
• Assist other departments, including Food & Beverage, when needed to support organizational goals
• Demonstrate exceptional customer service by proactively addressing concerns and striving for total guest satisfaction
• Follow all fire and evacuation protocols and maintain awareness of safety procedures

Perform additional tasks as assigned by management to support team objectives

Qualifications

• Required Skills:

• Excellent verbal and written communication skills

• Strong interpersonal and customer service abilities

• Proficiency in phone etiquette and call management

• Proficiency in data entry and basic computer literacy

• Ability to multitask and prioritize effectively in a fast-paced environment

• Attention to detail and organizational skills

• Ability to maintain confidentiality and handle sensitive information discretely

• Professional presentation and demeanor

• Reliability and strong time management skills

• Ability to work collaboratively within a team environment

• Preferred Skills:

• Experience recognizing and maximizing sales opportunities

• Problem-solving and conflict resolution abilities

• Experience with reservation management systems

• Knowledge of hospitality or corporate reception environments

• Ability to remain calm and empathetic when handling challenging situations

• Experience:

• Previous customer-facing or reception experience (preferred)

• Background in hospitality, corporate, or professional services environment (preferred)

• Education/Certifications:

• None required

• Domain Expertise:

• Familiarity with reception operations and guest services (preferred)

Additional Information

This is a flexible role. Hourly pay is £13.45 per hour.