JOIN THE TEAM

Are you a friendly, professional individual with a passion for delivering exceptional guest service? The Marcliffe is looking for a full-time Front of House Receptionist to join our welcoming team.
As the first point of contact for our guests, you’ll play a vital role in creating memorable experiences from check-in to departure. This is a dynamic role in a busy, 5-star environment where no two days are the same — and your attention to detail and positive attitude will help make every stay special.

ABOUT THE ROLE

• Greet all guests warmly, ensuring smooth and professional check-ins and check-outs
• Provide 5-star service, handling queries, bookings, and any concerns promptly
• Take reservations for rooms, the restaurant, and drawing room with accuracy
• Coordinate with housekeeping and other departments to ensure guest needs are met
• Support the Front Office Manager and contribute to the overall running of the front desk
• Keep reception and back office tidy, organised, and well-stocked

WHAT YOU’LL DO

Using our recipe for success, empowering our people, excellence in service, strengthening infrastructure and optimizing operations, you will:

• Welcome guests during check-in and giving a fond farewell to guests while checkout.
• Ensuring all guests receive a high level of 5-star service at all times.
• Handling guest complaints and concerns in an efficient and timely manner.
• Overseeing VIP guests, arrivals and departures.
• Co-ordinating and multi-tasking job duties in a busy environment.
• Detailed information regarding arrivals and room requirements.
• Have up to date information on daily room occupancy.
• Providing excellent customer service as per hotel standards.
• Providing information regarding the Hotel, town attractions, activities etc.
• Maintain up-to date information on room rates, current promotion, offers and packages.
• Co-ordinate with housekeeping for clearing of rooms.
• Handle all guests without bias or prejudice and collect feedback including likes and dislikes.
• Perform basic cashier activities.
• Ensure that all check-ins and check-outs — including for groups, golf, weddings, and events — are handled smoothly and without unnecessary delay or discomfort to any guest.
• Give proper and complete handover to the next shift.
• Follow the house rules and policies laid down by the management.
• Adhere to the Hotel’s dress code policy.
• Ensure Head of Department is kept fully informed of any relevant guest feedback.
• Keep all area of reception & back office tidy and well stocked.
• Take all bookings for the Restaurant & Drawing room accurately and in accordance with timings and availability.
• Take reservation calls in a timely & professional manner ensuring rates are quoted accordingly.
• Ability to take a detailed message for a guest or staff member.
• Comply with hotel’s security, H&S and fire regulations.
• Take direction from Front Office Manager.
• Proven experience in a similar role within a high-end hotel, resort, or hospitality venue.
• A natural leader with a hands-on, guest-focused approach.
• Strong knowledge of food, wine, and spirits, with a passion for quality and innovation.
• Strong commercial awareness and business acumen.
• Excellent communication, team-building and management skills.
• Calm under pressure, with a proactive, flexible and solutions-focused mindset with excellent organisational skills and attention to detail
• Experience of supporting and leading the opening/launch of a restaurant/bar/venue is desirable