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 Learn from the best. Be part of a great team. Work in a stunning location. To provide an exceptionally high level of service to all of our guests. Ensuring all procedures are followed, guest satisfaction is high, and standards are always maintained. Being a team player in all aspects which the role involves. KEY SKILLS Exceptional Customer Service skills Excellent written and verbal communication skills Be hardworking, dedicated, and passionate about hospitality Be a team player, but work well individually THE ROLE OF HOST/HOSTESS Just a mile away from Gilpin Hotel you will find Gilpin Lake House, a sanctuary where just 16 guests enjoy 100 acres of private grounds, with its own lake, boat house, hot tubs, saunas and swimming pool. With just eight bedrooms, the Lake House has the feel of a country house, with all the services of a boutique hotel. We are looking for Host to oversee the daily operations of the Lake House, including its facilities, security, customer service and turn down service. Gilpin Lake House is fully serviced with Relais & Chateaux trained staff and Michelin Starred Chefs, our dedicated team also look after weddings from start to finish, which can range from the Bride and Groom only, or up to 120 guests. Main Duties To excel in this role, you’ll be someone who: Hosting and looking after guests throughout their Gilpin journey. Ensuring guest satisfaction is extremely high and you are constantly going above and beyond. Ensuring Love and Laughter is delivered to our guests and having a clear understanding of the programme. Ensuring all areas of the house are kept clean and tidy to a high standard. Reading function sheets that are running on your shift and having a very clear understanding of the functions before arriving for your shift. If you maintain a PHL, chauffeur guests to and from GH to LH for dinner or Wedding parties. Ensuring the car is kept immaculate inside and out. To a 5 Gilpin Standard. Taking orders for Gilpin Spice room service and setting up the room service tables accordingly. Completing the admin for the following day: Arrival List, Departures List, Residents List, checking spa trails, updating the facilities board, checking dining times, cross checking reg cards and ensuring all L&L have been done for the day. Ensuring maintenance issues and guest issues are posted on Gilpin Academy should they arise. Assisting with bedroom cleans / laundry / turndowns. Acknowledging Special Occasions to all of our guests and ensuring each guest is addressed by name and you have a confident understanding of each resident's profile. Assisting in all aspects of the Lake House departments (reception, housekeeping, FOH etc.) Having a basic bar knowledge and understanding how to operate the EPOS System to charge drinks accordingly. Have excellent English written and verbal, and being able to reply to Loop messages quickly but professionally. A strong understanding of the Fire Evacuation process at Lake House. Understanding what to do in the case of an emergency at the Lake House; whether that be fire, water shortage, electricity cuts. Who to contact should an emergency arise. Be hardworking and willing to learn. Be a team player and team motivator. Look immaculate at all times. Uniform pressed, shoes polished. Have an understanding of the breakfast service and be able to set up tables for breakfast accordingly. Able to take breakfast orders for room services. Have an understanding of the Rezlynx planner. How to check and print guest invoices. How to go into guest profiles. Keep all public areas clean and tidy always; toilets, kitchen, lounge, hallway, all public spaces. Ensuring regular cleaning and hoovering of these areas are done. Delivering drinks and food to guests and serving these as per the standards set by the HOD. Ensuring all guests are returned back to the Lake House from Gilpin and greeted by a Host. Ensuring all guests have had wonderful experiences. Have excellent local knowledge and am able to speak to guests to recommend days out or places to go. Confident in upselling should there be availability; whether this is in SOURCE or Gilpin Spice, Spa, or Spa Products. Encourage feedback from guests and encourage guest reviews on sites such as Gilpin Academy if it is appropriate with the guest. Able to do the Lake House banking at the end of the night and confident in making it balance, completing the banking sheet as per the SOPs. Understands what to do if the banking does not balance. You will ideally be a driver with a clean driving licence 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 HOST/HOSTESS 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