Receptionist ***luxury hotel***

We are looking for an enthusiastic Receptionist to join our family on a full-time basis. We are looking for someone with previous hotel receptionist experience with excellent communication skills and strong attention to detail who enjoys delivering personalised service to guests. This position reports to the Reception Manager.

Location: London, SW1W

Employment type: Full-time

Working pattern: Shift work 5 days on 2 days off

What's in it for you?

£30,400 per annum OTE.
28 days holidays, increasing to 36 after 5 years service.
Delicious free meals on duty.
Professional, award winning learning and development opportunities from day one.
Fantastic recommend a friend and family bonus scheme worth up to £600.
Enhanced paid maternity leave & paternity leave.
50% off on food and 25% off on beverages in any Red Carnation Hotels F&B outlets.
Discounted accommodation rates at Red Carnation Hotels worldwide.
Two paid volunteering days each year, because we care about our community.
Access to immediate Employee Assistance Programme, because we care about our employees.
Vibrant hotel recognition events every month and hotel-based incentives (Employee of the Month / Manager of the Quarter).
Social and team building events per hotel.
Global Employee Appreciation Party, where we get to celebrate our incredible teams.
Complimentary uniform and dry-cleaning services.

Key Responsibilities of a Receptionist:

Checking in and out guests while delivering outstanding levels of service.
Managing requests and creating memorable experiences.
Compiling guests accounts and fulfilling administrative duties as well as ensuring the reception area is clean and tidy at all times.
Addressing guest concerns or complaints in a calm and professional manner, ensuring timely resolution and escalating to management when necessary to maintain guest satisfaction.

The Red Carnation Hotel Collection is proud to be recognised as an industry leader in hospitality and people development. We were named Best Employer at the 2025 Cateys and received the prestigious AA’s Hotel Group of the Year award for 2024. We are especially proud of our dedication to developing our people, having received the Princess Royal Training Award three times (2017, 2020, and 2023) from HRH The Princess Royal and City & Guilds.

Our commitment to excellence has earned us multiple accolades including Top Employer in the United Kingdom for both 2024 and 2025, a certification of our outstanding employee conditions and commitment to workplace excellence and Sustainable Business (2023) at The Cateys.

The Rubens at the Palace Hotel is a stunning five-star property located in the heart of London’s Victoria and within walking distance of Buckingham Palace. This wonderful hotel has been fully refurbished and features 161 individually designed bedrooms and suites, as well as a range of Food and Beverage outlets including The English Grill Restaurant, The Curry Room Restaurant, The New York Bar, The Palace Lounge and Champagne Bar, as well as 9 well equipped function rooms.

What are we looking for?

Previous hotel receptionist experience, ideally in a luxury or five-star hotel environment.
Strong communication skills, both verbal and written, with a friendly and professional demeanour.
Excellent attention to detail and organizational skills.
A passion for hospitality and delivering outstanding guest experiences.
Ability to manage multiple tasks effectively while maintaining high service standards.
Ensure all guests receive a warm and genuine welcome upon arrival.
Confirm that guests are registered correctly and in accordance with legal requirements.
Keep guest profiles accurate and up to date at all times.
Handle cash and currency exchange transactions accurately.
Compile guest accounts clearly and correctly.
Ensure all charges are posted accurately and that guests are billed the correct prices.
Monitor guest credit limits and ensure they are not exceeded.
Maintain strong knowledge of all hotel outlets and promote them confidently to guests.
Understand the full layout of the hotel and allocate rooms based on guest needs and requests.
Keep the reception area clean, tidy, and presentable at all times.
Handle reservation enquiries and remain aware of hotel promotions to maximise occupancy and revenue.
Offer guests the highest levels of comfort by confidently promoting hotel facilities and services.
Handle safety deposit box procedures in accordance with hotel policy.
Assist guests with information, enquiries, and general assistance.
Support the Front Office Manager and other Heads of Department with reasonable requests.
Ensure that all guests are offered luggage assistance and escorted or directed to their rooms.
Anticipate guest needs proactively in order to prevent complaints.
Recognise opportunities to upsell room categories and maximise revenue.
Work towards achieving a minimum score of 90% in AA and RCH mystery shop programmes.
Encourage guests to share feedback on TripAdvisor and help maintain the hotel’s top-ranking position.

Red Carnation Hotels is an Equal Opportunities Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

We electronically scan and store a copy of your passport/visa and/or ID card to gain a clear indication of the authenticity of the document and establish the ‘Right to Work’ in the UK