Job description Salary: £32,760 per year Performance-related bonus of up to £6,000 per year Hours: 45 per week. Be part of a great team. Work in a stunning location. THE ROLE OF HOTEL RECEPTION MANAGER We have a small dedicated reception team that is highly guest focused. At the heart of Gilpin is a very passionate family and team, dedicated to creating lasting memories for our guests, who return time and again for romance, celebrations and escapes. At the Gilpin, hospitality starts with a very warm welcome and ends with a friendly goodbye and our reception team ensures our guests have a fantastic experience throughout their stay. We are looking for an experienced manager to help our reception team thrive You will literally be at the hub of Gilpin, knowing everything that goes on from the plans of the guest you’ve just welcomed in, to how the proposal in the Spa Suite went last night - and you could well have been involved in the planning of that proposal. The reception team is a busy, friendly department and to succeed in this role you’ll need a variety of skills, including: Delivering exceptional customer service to guests from check-in to check-out Displaying an excellent rapport with guests and being able to deal with difficult situations Working closely with the reservations team to ensure guest requirements are fulfilled Ensuring guests have a full understanding of their itinerary including restaurant and spa bookings Using booking systems and CRM systems such as Rezlynx and Resdiary confidently. Providing a flawless guest experience so that guests have a seamless stay, and a desire to return All aspects of the role are very guest focused, so while experience is not always necessary (training is provided), enthusiasm, attention to detail, and a love of the hotel industry are a huge advantage We want to hear from you if you have: Managerial experience within a customer / guest facing department, within a hospitality or hotel setting Experience in leading, motivating and developing a team to excel Passion and dedication for delivering an outstanding guest experience Willingness to help out wherever needed - you’ll be proactive and hands-on Genuine interest in making memorable and magical moments for guests Flexibility to work any 5 days across 7 including weekends and early / late shifts Love and laughter is the Gilpin motto We want our staff to live and breathe this throughout their careers with us. LIVE, WORK & PLAY IN THE LAKE DISTRICT Work hard but really enjoy your days off? There's nowhere better to do that than in the beautiful Lake District. As well as the traditional hospitality jobs at Gilpin Hotel and Lake House, you can also be an accountant, an agri-scientist, an interior designer, a landscape gardener, a marketeer, and much more… the opportunities are endless LOVE & LAUGHTER - WE LOVE WHAT WE DO - JOIN US AS OUR HOTEL RECEPTION MANAGER Many of our guests come to Gilpin for very special celebrations, investing time, money, expectations, memories and feelings into their stay with us. Our job is to help create the magic, sowing the seeds for lasting happy memories with five star service, and a lot of love and laughter. THE WORLD IS YOUR OYSTER - WE WILL TRAIN & DEVELOP YOU You can start at whatever level is right for you, and immediately start learning about the work and our team spirit; everything you need will be provided in a combination of on the job training and via our online Gilpin Training Academy, with clear pay progression built in. If you want to prove yourself and become a manager, the opportunity is there – you can see for yourself what you need to do to progress, and if you wish to take it further this can lead to a degree or leadership course without needing previous qualifications. We don't pigeon hole and we support you to create your own career path - you might start off in one department and decide you want to try something in another department, For those that have a set career path in mind though, we'll support you to develop as far as you want to go. This is your future – our job is to train you & prepare you for whatever you do next. WHAT’S IN IT FOR ME? SOCIAL Staff social events, activities and parties throughout the year. FOOD Home-cooked food for just £1 per meal. A breakfast of toast and cereal is free, and available at all times. We also have snacks and tasty treats available throughout the day. SUBSIDISED ACCOMMODATION Fantastic subsidised shared staff accommodation, some at the hotel, some in the countryside, and some in the centre of Windermere and Bowness. In all accommodation there is a shared kitchen and lounge area. We spring clean your room before you move in, meet you, show you around, and settle you in with a welcome pack, and check all the accommodation monthly to make sure everything is still lovely. Our staff accommodation ranges from mobile static homes to ensuite rooms in Bowness and Windermere (from £130 to £350 per month including bills). If you’re really trying to save and don’t have a lot of stuff, there are a few very small mobile static home rooms that we don’t charge anything for. STAFF TRANSPORT Free staff transport between Gilpin Hotel and Lake House and the staff houses in Crook, Windermere and Bowness. GYM MEMBERSHIP Free use of Choices Health Club in Troutbeck Bridge with gym, swimming pool, steam room, sauna and hot tub. MYCUMBRIA CARD We buy MyCumbria Cards for all of our team – old and new With this you can get offers and discounts throughout Cumbria on food & drink, activities, shopping and more. We’ll also be introducing a scheme where you can get even more money off certain activities, so watch this space to go bike riding, canoeing, rock climbing, or relax with a lovely meal or go to the cinema… ENGLISH LESSONS We provide personalised English classes (while you’re paid) if you wish to gain confidence and ability to communicate in English. The aim is to motivate and encourage progression here at Gilpin as well as to gain confidence outside of work. TREATS - DINING & HOTEL STAYS Discounted rates in our restaurants, as well as amazing opportunities to stay at other Relais & Châteaux and Pride of Britain hotels from just £150 per night FRIENDSHIP & FUN There are around 170 of us in Team Gilpin, but we’re not a big international hotel. We love what we do, and believe it’s important to have a friendly warm atmosphere behind the scenes as well as out front. We are family run with a strong team of managers who really look after, look out for and nurture our teams. We have a lovely, friendly, close knit team, where great friendships are made (often long term). We believe in enjoying what we do