Hotel Receptionist

Role overview

30 Euston Square is a nationally recognised, Grade II* listed events destination in central London, featuring meeting and conference rooms, private dining areas, rooftop terraces, and boutique bedrooms. The reception team is the first point of contact for guests and visitors, with a strong focus on delivering consistently high standards of service.

Working pattern and pay

This is a full-time role of 40 hours per week, with rotating morning and evening shifts. The hourly pay is £14.80.

What you will do

• Create a welcoming first impression for all visitors and guests, maintaining a friendly and attentive presence at the desk.
• Keep guests informed about events taking place at the venue throughout the day.
• Respond to visitor questions and requests, issue visitor passes, and direct people to the right area.
• Issue day passes, member passes, and gym passes as required.
• Handle incoming calls promptly, aim to answer within three rings, and clear voicemail messages quickly.
• Manage internal call transfers and keep email responses timely, ideally within 12 hours.
• Process bedroom bookings for individual and group guests through phone, email, and in-person enquiries using the Guestline system.
• Handle check-in and check-out for overnight guests, including individual and group arrivals and departures.
• Collect and maintain accurate guest address and contact details in line with UK legal requirements.
• Notify housekeeping of room allocation changes, occupancy updates, and special guest requests.
• Work with engineering and IT colleagues to record, follow up, and resolve room or desk-related issues reported by guests or staff.
• Promote bedroom facilities at check-out to encourage future bookings.
• Ensure guest charges are posted accurately and take payments for stays and additional services such as breakfast.
• Follow cash handling and cashing-up procedures carefully at all times.
• Stay up to date with rates, promotions, corporate memberships, and associated benefits.
• Develop strong knowledge of the overnight guest offer and day visitor services across 30 Euston Square and the wider Searcys business.
• Handle guest feedback and complaints in a calm, professional, and courteous way, escalating where needed.
• Cover the Exams reception desk when required.
• Complete the Members Lounge checklist each day.
• Keep the reception area and desk tidy, presentable, and ready for service.
• Coordinate with colleagues across departments to support smooth daily operations and strong guest satisfaction.
• Support the onboarding and training of new team members.
• Follow the standards and procedures set out in the Searcys Handbook and reception-specific guidance.
• Be prepared to take on reasonable duties requested by the company, including flexibility around working hours, location, and responsibilities.

Benefits

• 50% discount at Searcys venues.
• Access to the Searcys pension scheme.
• Up to 38 days of annual leave, depending on role.
• Enhanced maternity and paternity leave.
• Access to an employee discounts portal and communications platform.
• Employee assistance support and qualified mental health first aiders.
• Monthly chef wellbeing activities and supplier visits.
• Chef whites and shoes supplied.
• Opportunity to join the WSH Group Chef Academy.
• Meals provided during shifts when working at one of the venues.
• Birthday off.
• One day off to volunteer for a charity of your choice.
• Access to a range of Searcys ibelong events.

Additional information

Searcys is the UK’s oldest caterer, established in 1847. The business operates some of London’s most prestigious venues and offers the chance to learn from experienced colleagues, gain mentoring, and grow within a heritage-rich company with a strong sense of pride and belonging.

Skills and attributes

The role calls for strong knowledge of the venue’s services and products, excellent communication, solid time management, a collaborative attitude, and a consistently high standard of customer care.