Job Description

Location The Old Swan Hotel, Harrogate
Department Reception
Reports To Reception Manager
Employment Type Full-Time, 40 hours per week over 5 days. Includes some weekends and evenings.

About Us:

We’re proud to be part of Classic Lodges – a collection of eight characterful hotels set in some of the UK’s most captivating destinations. Each of our hotels has its own personality, but we’re united by one shared purpose.

Our purpose is simple and powerful: to create meaningful experiences that connect people, places, and memory.

That means we don’t just offer stays, we create moments that matter. Whether it’s a relaxing escape, a special celebration, or a memorable business event, we focus on the details that turn stays into stories our guests will always remember.

If you take pride in delivering genuine hospitality and want to be part of a friendly, supportive team, you’ll feel right at home with us.

We are seeking a professional and welcoming Hotel Receptionist to join the Front of House team at The Old Swan hotel. The role requires excellent customer service, strong communication skills, and the ability to manage a variety of reception duties in a busy hotel environment. You will be the first point of contact for guests and play a key role in creating positive guest experiences from arrival to departure.

Duties

• Welcome guests on arrival, manage check-in and check-out procedures accurately and efficiently.

• Respond to guest enquiries in person, by telephone and by email, providing helpful information about the hotel and local area.

• Manage reservations, amendments and cancellations using the hotel booking system, ensuring accuracy of guest details and payments.

• Handle guest requests and resolve issues promptly or escalate to the appropriate department to ensure a positive outcome.

• Process payments, maintain accurate records of transactions and follow cash handling procedures.

• Coordinate with Housekeeping and Maintenance to ensure rooms are ready and any issues are resolved swiftly.

• Assist with porterage and luggage handling when required, ensuring care and security of guest property.

• Support the Front of House Manager with administrative tasks, daily reporting and opening/closing procedures.

• Promote hotel facilities and offers, including dining, spa and events, to enhance the guest experience and hotel revenue.

• Maintain a professional appearance and deliver service that reflects the Classic Lodges standards at all times.

Qualifications

• Previous experience in a reception, customer service or hospitality role preferred.

• Excellent verbal and written communication skills with a polite and friendly manner.

• Strong organisational skills with the ability to prioritise and multitask in a busy environment.

• Comfortable using hotel booking systems and basic office software (training provided where necessary).

• Good numeracy skills and experience of handling cash and card transactions.

• Ability to remain calm under pressure and resolve guest concerns professionally.

• Flexible approach to working hours including evenings, weekends and bank holidays as required.

• Right to work in the UK.

Contract and Pay

• Employment Type: Full-Time, Permanent

• Expected hours: 40 per week over 5 days; rota will include weekends and evenings.

• Pay: Competitive, dependent on experience.

Benefits

• Generous employee discounts, including 25% off food and drink, plus friends and family discounts.

• Wellbeing support through our partnership with Hospitality Action, offering free, confidential advice and resources.

• Free uniform for Front of House team members.

• Complimentary meals on shift.

• Monthly gratuities and Employee of the Quarter awards.

• Long service awards and invitations to the Classic Lodges Awards Ceremony.

• Complimentary use of pool and spa facilities (where available at your hotel).

• 28 days holiday, increasing with length of service up to 33 days.

• Learning and development opportunities, including apprenticeships and clear career pathways.

How to Apply

If you are personable, organised and passionate about delivering excellent service, we would love to hear from you. Please submit your CV and a brief covering note outlining your relevant experience and availability.