Front Office jobs in Bovey Tracey

Receptionist Job Description

Role introduction and recruitment profile

Role Introduction

Passage House Hotel is entering an important period of redevelopment and operational change. The hotel is strengthening its systems, service standards and ways of working in preparation for a confidential future brand transition, while continuing to welcome leisure guests, business travellers, wedding parties, conference delegates, groups and local visitors.

The Receptionist is central to that journey. Often the first and last person a guest meets, the postholder will provide a warm, professional and efficient welcome, manage reservations and front-desk administration, respond to questions and concerns, and coordinate closely with Housekeeping, Food and Beverage, Events, Maintenance and duty management.

This role will suit someone who enjoys helping people, communicates calmly and clearly, and takes pride in getting details right. The successful candidate will be comfortable learning new systems and procedures, supporting guests during periods of change, and protecting confidential information about the hotel, its guests and its future plans.

Position Summary

Job title

Receptionist

Location

Passage House Hotel, Kingsteignton, Newton Abbot, Devon. TQ12 3QH.

Reports to

Reception Supervisor; operationally to the Hotel Manager and Duty Manager

Working relationships

Reception colleagues and all hotel departments, including Housekeeping, Food and Beverage, Events, Maintenance, Finance and Sales

Role scope

Guest reception, reservations, communications, payments, administration, handovers and front-office support across the guest journey

Role Purpose

To provide a welcoming, accurate and responsive front-office service from initial enquiry and reservation through arrival, stay and departure. The Receptionist will complete assigned procedures, maintain reliable records, safeguard guest and hotel information, support service recovery and communicate effectively with other departments so that guest needs and operational issues are addressed promptly.

During the redevelopment and brand transition, the Receptionist will adopt new standards, systems and training, help maintain service continuity and raise concerns where building works, changed facilities or operational arrangements may affect guests.

Reporting and Working Relationships

· Follow the direction of the Reception Supervisor, Hotel Manager and designated Duty Manager within the agreed management structure.

· Work collaboratively with all departments and provide complete, timely handovers about arrivals, departures, special requirements, complaints, maintenance concerns and outstanding actions.

· Take responsibility for assigned tasks and records, while promptly escalating matters that exceed the role's authority or competence.

· Maintain professional boundaries and confidentiality when dealing with guests, colleagues, contractors, media enquiries and members of the public.

Main ResponsibilitiesGuest Welcome and the Guest Journey

· Welcome guests and visitors warmly, confirm their requirements and provide clear, accurate information about the hotel and currently available services.

· Complete check-in and check-out procedures efficiently, verifying booking details, payment arrangements, identification and any agreed deposits or authorisations.

· Explain practical information, opening times and temporary arrangements honestly and positively without making promises that the hotel cannot deliver.

· Respond to enquiries in person, by telephone, email and approved digital channels in a timely and professional manner.

· Recognise returning guests, loyalty members and guests with special requirements, applying the benefits and procedures authorised for their booking.

· Support an accessible and inclusive welcome, offering reasonable assistance and escalating any need that requires management action.

Reservations and Room Administration

· Create, amend and cancel reservations accurately in the approved property-management system and apply the correct rates, packages, restrictions and booking terms.

· Record special requests, accessibility needs, room preferences, group details and billing instructions clearly, without guaranteeing requests that have not been confirmed.

· Review arrivals, departures, room status, no-shows, extensions, early departures and outstanding balances, raising discrepancies promptly.

· Coordinate with Housekeeping and Maintenance regarding room readiness, priority cleans, out-of-order rooms, defects and guest moves.

· Support group, wedding, conference and event bookings by following approved rooming lists, notes, function information and payment arrangements.

· Direct sales or event enquiries to the correct person and record sufficient details to support a prompt follow-up.

Payments, Cash and Financial Controls

· Process card, cash, account and other approved payments accurately and in accordance with PCI, data-protection and hotel procedures.

· Issue invoices, receipts and folios; check charges and route account queries or disputed items to the appropriate manager.

· Apply discounts, refunds, complimentary items and adjustments only within authorised procedures and limits.

· Complete shift balancing, cash drops, banking documentation and financial handovers accurately, reporting any discrepancy immediately.

· Protect tills, payment devices, guest accounts and hotel assets from loss, misuse or unauthorised access.

Guest Requests, Complaints and Service Recovery

· Listen carefully to guest concerns, show empathy and take practical action within the authority and training provided.

· Record complaints, incidents and service-recovery actions accurately so that colleagues and managers can follow through.

· Keep the guest informed and confirm whether the matter has been resolved rather than assuming that another department has completed it.

· Refer serious, repeated or unresolved issues promptly to the Duty Manager or Hotel Manager, including requests for compensation beyond delegated limits.

· Remain calm and professional when dealing with difficult situations, challenging behaviour or operational disruption.

Communication, Coordination and Handover

· Read and contribute to shift handovers, reception logs, daily briefings, task sheets and authorised operational notices.

· Share relevant guest and operational information with the correct department promptly and on a need-to-know basis.

· Monitor approved communication channels during the shift and ensure unanswered messages or open actions are handed over clearly.

· Communicate temporary changes caused by redevelopment works using approved wording and escalate complaints or safety concerns arising from disruption.

· Avoid speculation about confidential redevelopment, ownership, commercial or brand matters and refer external or media enquiries to management.

Systems, Records and Data Protection

· Use the hotel's property-management, reservations, payment, email and other approved systems accurately and only for authorised business purposes.

· Maintain complete and legible records, including registration details, handovers, guest messages, lost property, incidents and required checklists.

· Protect personal data, payment information, room numbers, keys, access credentials and confidential documents from inappropriate disclosure.

· Follow identity checks and access-control procedures before issuing keys, disclosing booking information or changing guest details.

· Report system faults, suspected data breaches, phishing, payment concerns or unauthorised access without delay.

Safety, Security and Emergency Responsibilities

· Follow fire, health and safety, security, safeguarding, first-aid and emergency procedures relevant to the role.

· Understand the reception responsibilities within evacuation, alarm, emergency-call, guest-accounting and incident-reporting arrangements.

· Maintain control of keys, radios, access devices and emergency information in accordance with hotel procedures.

· Report hazards, accidents, near misses, suspicious behaviour, welfare concerns and maintenance defects immediately and take safe action within training.

· Never compromise guest or employee safety in order to avoid inconvenience or delay.

Redevelopment and Brand Readiness

· Complete all required induction, mandatory, role-specific, systems and future-brand training within the stated timescales.

· Learn and consistently apply approved front-office procedures, service behaviours, scripts, checklists and record-keeping requirements.

· Participate positively in testing, practice sessions, briefings and readiness activities and provide practical feedback on new processes.

· Help protect service continuity during works or operational changes by remaining informed, following agreed guest communications and escalating problems early.

· Maintain strict confidentiality about the future brand, project plans, dates, systems and internal decisions until information has been formally authorised for release.

Team Contribution and Professional Standards

· Arrive punctually, correctly presented and ready to receive a complete handover at the start of the shift.

· Support colleagues during busy periods and contribute to a respectful, inclusive and cooperative working environment.

· Attend briefings, training, reviews and meetings required for the role and provide evidence of completed learning where requested.

· Maintain a clean, organised and professional reception area and ensure guest-facing information is current and approved.

· Identify opportunities to improve guest service, efficiency or communication and raise them constructively with the relevant manager.

Authority and Escalation

The Receptionist may make routine front-office decisions and undertake service recovery only within approved procedures, training and delegated limits. The postholder must not make unauthorised financial commitments, confirm unavailable facilities, disclose confidential information, speak publicly on behalf of the hotel or depart from safety and security controls.

The following must be escalated promptly to the Duty Manager, Hotel Manager or other designated authority:

· Any immediate or significant threat to life, safety, security, safeguarding, legal compliance or business continuity.

· Serious, aggressive or vulnerable-person incidents; suspected crime; missing persons; medical emergencies; or emergency-service attendance.

· Data, payment, cash, key-control or guest-privacy concerns, including suspected fraud or unauthorised disclosure.

· Serious or unresolved complaints, reputational risks, media enquiries or demands for compensation beyond delegated limits.

· Room, maintenance, staffing or redevelopment problems likely to materially affect guests or the hotel's ability to operate.

Measures of Success

· Guests receive a warm, efficient and consistent welcome, with accurate information at every stage of their stay.

· Reservations, payments, records, checklists and handovers are accurate, complete and timely.

· Guest requests and complaints are owned, communicated and followed through, with appropriate escalation.

· Safety, security, confidentiality, data protection and financial controls are followed consistently.

· Required training and readiness activities are completed and demonstrated in day-to-day practice.

· Reception works effectively with other departments and contributes positively to service continuity during change.

Person Specification

Area

Requirement

Status

Experience

Previous experience in a hotel reception, customer-service, reservations or comparable public-facing role.

Desirable

Guest service

A warm, confident and professional manner, with a genuine commitment to helping guests.

Essential

Communication

Clear spoken and written English and the ability to communicate calmly with guests, colleagues and managers.

Essential

Administration

Accurate keyboard, record-keeping and general administrative skills, with close attention to detail.

Essential

Systems

Confidence using computers and the ability to learn property-management, booking and payment systems.

Essential

Numeracy

Able to process payments, check bills and complete routine cash or shift-balancing tasks accurately.

Essential

Problem solving

Able to assess routine guest issues, take ownership and seek support at the right time.

Essential

Teamwork

Able to work cooperatively across departments and provide reliable handovers.

Essential

Change

Positive and adaptable when learning new standards, systems and working arrangements.

Essential

Confidentiality

Discreet and trustworthy when handling guest, employee, financial and project information.

Essential

Brand experience

Experience within IHG or another internationally branded hotel environment.

Desirable

Availability

Able to work a flexible rota including early mornings, evenings, weekends and bank holidays.

Essential

Personal Qualities

· Friendly and approachable, while maintaining professional boundaries.

· Calm, patient and respectful when under pressure.

· Reliable, organised and careful with detail.

· Willing to take responsibility and follow actions through.

· Adaptable and constructive during redevelopment and operational change.

· Discreet and trustworthy with confidential information.

Working Arrangements

Passage House Hotel operates throughout the year. The role will involve shift work according to business needs, including early mornings, evenings, weekends and bank holidays. Specific hours, remuneration, benefits and contractual terms will be stated separately in the employment offer and contract.

Review of the Role

This job description reflects the hotel's current operation and its planned redevelopment and brand transition. It may be reviewed as systems, standards, facilities and the management structure develop. Any material change to duties or reporting arrangements will be addressed through the appropriate consultation and employment process.

General Requirements

· Follow all lawful and reasonable instructions consistent with the level and purpose of the role.

· Comply with hotel and group policies, procedures, standards and codes of conduct.

· Maintain confidentiality and protect personal, commercial and brand information.

· Support equal opportunity and treat guests, colleagues, applicants and partners with dignity and respect.

· Undertake other duties reasonably associated with the role, provided they are within the postholder's competence or supported by suitable instruction and training.

Pay: From £12.71 per hour

Expected hours: 40.0 per week

Benefits:

• Company pension
• Free parking
• On-site parking

Work Location: In person