Receptionist
| Posting date: | 26 March 2026 |
|---|---|
| Salary: | £24,215 to £26,707 per year |
| Hours: | Full time |
| Closing date: | 12 April 2026 |
| Location: | EH14 4AS |
| Remote working: | On-site only |
| Company: | Heriot-Watt University |
| Job type: | Permanent |
| Job reference: | 4753 |
Summary
Role: Receptionist (Front Desk)
Grade and Salary: Grade 4 (£24,215 - £26,093) per annum
FTE and working pattern: 35 hours per week, on a rota basis covering 7 days (5/7 days)
Organisation Name: Estates & Facilities, Hospitality Services
Holiday Entitlement: 28 days annual leave plus 9 buildings closed days (and Christmas Eve when it falls on a weekday)
About our School/Directorate and Team
The Estates and Facilities Directorate work to support the academic excellence of the University by providing, maintaining and improving our international campuses through the buildings, spaces and environments which facilitate teaching, learning and research. The Directorate encompasses the Estates Team, Hospitality Servies and Oriam.
The Hospitality Services team makes up nearly 10% of the University’s staff establishment and includes Catering, Events and Conferences, Residential and Cleaning Services, Accommodation Office and Front Desk.
Hospitality Services operates the main University reception for Heriot Watt University providing the initial welcome to all students, visitors and guests of the University. The service is delivered seven days a week and supports the student, staff and external users of the on campus accommodation, and plays an important part in delivering the University’s student experience goals.
The Accommodation Office administers, allocates and contracts the 2000+ rooms on campus to students year-round. It plays an important part in ensuring students have an exceptional experience living on campus and the University operates its value resource effectively, efficiently, and professionally.
Purpose of Role:
The purpose of the role is to deliver a warm, friendly and professional welcome to the University and act as a key point for information and support to anyone visiting the University. The role holder will;
Provide a full and extensive professional front desk reception and information service to all visitors, students, staff and guests of the University.
Be the initial point of contact for visitors and users of the campus whether in person, electronically or on the telephone.
Professionally and courteously deal with enquiries relating to both student and commercial accommodation, events, the provision of directions, services and activities taking place on campus.
Follow all processes and procedures for the administration of University non student accommodation bookings to include processing of the booking, correspondence, allocation of accommodation, check in / check out of guests, creation and handling of accounts and payments; as well as other student accommodation and departmental cashiering tasks.
Provision of nightly reports to finance, safeguarding (and other departments as required)
The anticipated start date is 1 June 2026 or ASAP.
Summary of Key Duties and Responsibilities
Interact professionally and politely to establish level of assistance required by customers in order to deliver the highest level of service at all times
On student arrival and departure check contract details and key log on system. Assist in the task of keeping Accommodation and Residences informed of Arrivals and Departures. Liaise with Accommodation and Residences regarding unexpected arrivals and departures.
Issue and record temporary or replacement keys/key cards, taking payment in line with the relevant policy, enter and account for this income at shift end (where applicable).
Carry out frequent audit of keys and key card, and generate detailed lists of keys that require replacement. Raise orders for replacements in a timely manner, cross check and confirm deliveries.
Be responsible for the float allocated to Front desk when on duty ensuring all cash handling processes and procedures are followed. Be aware of relevant emergency procedures and report any discrepancies immediately to Accommodation Operations or Senior Departmental Managers.
Planning and preparation of keys / key cards for arrivals, summer business etc.
Working with the Senior Manager, administer and process individual, group and event accommodation bookings and enquiries; follow the agreed policies and procedures with regards to individual and group reservations, deposit requests, cancellations, refunds and end of shift payment reconciliation.
As directed, create and monitor individual and group guest accounts ensuring that changes posted are correct and that supporting documentation is readily available.
Coordinate room allocation for groups or individuals carrying out adjustments, as necessary or as directed by line management, ensuring all relevant service teams are kept updated.
Report maintenance/issues from accommodation to appropriate sections or departments using the agreed processes and procedures (via MICAD).
Diary and email management of information and internal communication within own team, line management and any other relevant parties.
Participate fully in the university and department’s personal development process, including writing and following annual Personal Development Reviews (PDR’s).
Education, Qualifications & Experience
Essential
Educated to SCQF Level 6 or similar (see link for details) or equivalent experience
Experience of working within a similar environment as outlined above
Competent in the use of relevant IT packages
Well-developed interpersonal skills
Demonstrable professional and proactive approach
Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
Demonstrable provision of excellent customer service
Desirable
Educated to SCQF Level 6 or equivalent qualification
Knowledge of Kinetics Software - KX Student, KResidential, KX Conference would be advantageous
Minimum 2 years’ experience working at a large volume hotel front desk or equivalent
A second language would be advantageous
Grade and Salary: Grade 4 (£24,215 - £26,093) per annum
FTE and working pattern: 35 hours per week, on a rota basis covering 7 days (5/7 days)
Organisation Name: Estates & Facilities, Hospitality Services
Holiday Entitlement: 28 days annual leave plus 9 buildings closed days (and Christmas Eve when it falls on a weekday)
About our School/Directorate and Team
The Estates and Facilities Directorate work to support the academic excellence of the University by providing, maintaining and improving our international campuses through the buildings, spaces and environments which facilitate teaching, learning and research. The Directorate encompasses the Estates Team, Hospitality Servies and Oriam.
The Hospitality Services team makes up nearly 10% of the University’s staff establishment and includes Catering, Events and Conferences, Residential and Cleaning Services, Accommodation Office and Front Desk.
Hospitality Services operates the main University reception for Heriot Watt University providing the initial welcome to all students, visitors and guests of the University. The service is delivered seven days a week and supports the student, staff and external users of the on campus accommodation, and plays an important part in delivering the University’s student experience goals.
The Accommodation Office administers, allocates and contracts the 2000+ rooms on campus to students year-round. It plays an important part in ensuring students have an exceptional experience living on campus and the University operates its value resource effectively, efficiently, and professionally.
Purpose of Role:
The purpose of the role is to deliver a warm, friendly and professional welcome to the University and act as a key point for information and support to anyone visiting the University. The role holder will;
Provide a full and extensive professional front desk reception and information service to all visitors, students, staff and guests of the University.
Be the initial point of contact for visitors and users of the campus whether in person, electronically or on the telephone.
Professionally and courteously deal with enquiries relating to both student and commercial accommodation, events, the provision of directions, services and activities taking place on campus.
Follow all processes and procedures for the administration of University non student accommodation bookings to include processing of the booking, correspondence, allocation of accommodation, check in / check out of guests, creation and handling of accounts and payments; as well as other student accommodation and departmental cashiering tasks.
Provision of nightly reports to finance, safeguarding (and other departments as required)
The anticipated start date is 1 June 2026 or ASAP.
Summary of Key Duties and Responsibilities
Interact professionally and politely to establish level of assistance required by customers in order to deliver the highest level of service at all times
On student arrival and departure check contract details and key log on system. Assist in the task of keeping Accommodation and Residences informed of Arrivals and Departures. Liaise with Accommodation and Residences regarding unexpected arrivals and departures.
Issue and record temporary or replacement keys/key cards, taking payment in line with the relevant policy, enter and account for this income at shift end (where applicable).
Carry out frequent audit of keys and key card, and generate detailed lists of keys that require replacement. Raise orders for replacements in a timely manner, cross check and confirm deliveries.
Be responsible for the float allocated to Front desk when on duty ensuring all cash handling processes and procedures are followed. Be aware of relevant emergency procedures and report any discrepancies immediately to Accommodation Operations or Senior Departmental Managers.
Planning and preparation of keys / key cards for arrivals, summer business etc.
Working with the Senior Manager, administer and process individual, group and event accommodation bookings and enquiries; follow the agreed policies and procedures with regards to individual and group reservations, deposit requests, cancellations, refunds and end of shift payment reconciliation.
As directed, create and monitor individual and group guest accounts ensuring that changes posted are correct and that supporting documentation is readily available.
Coordinate room allocation for groups or individuals carrying out adjustments, as necessary or as directed by line management, ensuring all relevant service teams are kept updated.
Report maintenance/issues from accommodation to appropriate sections or departments using the agreed processes and procedures (via MICAD).
Diary and email management of information and internal communication within own team, line management and any other relevant parties.
Participate fully in the university and department’s personal development process, including writing and following annual Personal Development Reviews (PDR’s).
Education, Qualifications & Experience
Essential
Educated to SCQF Level 6 or similar (see link for details) or equivalent experience
Experience of working within a similar environment as outlined above
Competent in the use of relevant IT packages
Well-developed interpersonal skills
Demonstrable professional and proactive approach
Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
Demonstrable provision of excellent customer service
Desirable
Educated to SCQF Level 6 or equivalent qualification
Knowledge of Kinetics Software - KX Student, KResidential, KX Conference would be advantageous
Minimum 2 years’ experience working at a large volume hotel front desk or equivalent
A second language would be advantageous
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.