Funding Source:
  • Holiday Inn Wembley

A major £12.5m refurbishment project at the 336-bedroom Holiday Inn London – Wembley, has recently been completed including the hotel’s striking Empire Suite. This highly versatile space is licensed for civil ceremonies and offers bespoke Indian catering making it a sought after venue for Asian weddings and celebrations. The hotel has a selection of spacious and well-appointed guest rooms including the Arch Restaurant and Bar.

Front Office Receptionist

Being a key part of the Splendid family, all our team members need to be able to commit to:

  • Being the Best;
  • Making Responsible Decisions;
  • Keeping Promises;
  • Treating others, the Way They Would Like to Be Treated;
  • Continually Challenge Yourself and Each other.


Position Purpose

The Front Desk is often the first point of contact and the first impression for guests. Warm, knowledgeable service and helpful guidance reassure guests they’ve made the right choice to stay with us. To deliver a great guest experience – a Front Office Receptionist will check in and out guests efficiently, and make sure they have all they need for a great stay.

Under the general guidance of the Front Office Manager and within the limits of established Splendid Hospitality and Front Office policies and procedures, responsible to ensure the highest standard of Customer Care and Services at all times. Promotes the desired work culture.

Key Responsibilities

    • Assist guests in a friendly, courteous and professional manner with registration ensuring that any special requirements are noted and passed to the appropriate department.
    • Ensure all complaints are dealt with appropriately and pass full and accurate details of any complaints to your line Manager.
    • Assist guests in a friendly, courteous and professional manner when they are checking out of the hotel.
    • Monitor all guest accounts ensuring that charges posted are correct and that supporting documentation is readily available.
    • Operate the hotel switchboard to the Company standard, ensuring that all messages are correctly handled.
    • Be aware of and operate the hotel cash handling, security and emergency procedures and report any discrepancies to your line manager immediately.
    • Be able to deal efficiently with reservation requests, confirmation of bookings and special requests.
    • Be knowledgeable of hotel rates and terms of business, taking every opportunity to up sell rooms with the aim of achieving maximum occupancy at maximum rate.
    • Take every opportunity to up explain the facilities.
    • Support all members of the team to achieve and maintain standards to the highest possible level in respect of service, hygiene and Health & Safety


Person Specification

  • Knowledge, skills and abilities   Exceptional – Customer Service 
  • Preferred - Hospitality experience
  • Opera knowledge, customer service
  • Proven experience/education level
  • Hospitality/Hotel/Customer Service experience



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Holiday Inn Wembley
Empire Way, Wembley, London, United Kingdom, HA9 8DS
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