Job description Salary: £24,440 to £28,080 Gratuities: £150 - £230 per month Accommodation: subsidised accommodation available on site or in local town Staff transport: provided free between staff houses and hotel Hours: 40 per week Be part of a great team. Work in a stunning location. THE ROLE OF HOTEL RECEPTIONIST The Front of House team at The Gilpin Hotel & Lake House play an integral part of the Guest Experience, from greeting all guests as they step from their vehicles, to waving them off at the end of their stay - and everything in between to ensure their stay is the most enjoyable and wonderful experience they have ever had in a 5 hotel. No job or request is too small for this team and for this busy group, the teamwork required is undeniable and unique. A Receptionist Welcomes guests with a smile and is generally the first point of contact. Responsible for keeping the main reception area and the cabin clean and tidy. Ensures that the Gilpin buggies are kept looking presentable and clean as they carry guests around the site. Reads and acknowledges all handovers and guest issues in order to be aware of any issues. Carries a radio at all times to be able to communicate with other teams efficiently. Follows expected radio procedure and is mindful of what is communicated and how. Monitors the reception inbox, replying to all emails with an acknowledgment for arrivals and answering all enquiries in a timely manner, ensuring that the inbox is cleared daily. Answers the main phone politely, with a smile and responds to requests accordingly and in a friendly manner. Communicates with other teams to enquire information is shared quickly and efficiently regarding guests requirements using email, phone or radio. Reports any maintenance issues using the correct procedure and in a timely manner. Monitors check in sheets and contact guests ahead of arrival to answer queries and prepare for arrival. Checks the evening handover sheet to ensure any relevant issues are brought to the team’s attention. Has pride in their appearance,and is dressed in a smartly presented uniform, with long hair tied back or up. Staffs the reception welcome cabin to ensure a warm welcome is extended to all arrivals. Skills and Experience Required for the Role: Previous experience in a similar level of establishment is preferred. Previous Front of House and guest facing experience is essential Experience with the booking system, Reslynx is essential with ResDiary and Trust Payment experience desirable. Strong teamwork and communication skills to effectively collaborate with the FOH team. Flexibility to work evenings, weekends, and holidays, as per the demands of the business. The ability to handle complaints and deal promptly with any issues, using tact, diplomacy and with a smile is required. Good health and a general level of fitness is required as carrying and moving luggage is an essential part of this role. Is adaptable to rota changes and is able to respond to urgent issues in a helpful and calm manner, prioritising guest and staff welfare in the first instance. 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 RECEPTIONIST 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