Job Description
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 Front Office Agent
1. Welcomes guests with a smile and is generally the first point of contact.
2. Responsible for keeping the main reception area and the cabin clean and tidy.
3. Ensures that the Gilpin buggies are kept looking presentable and clean as they carry guests around the site.
4. Reads and acknowledges all handovers and guest issues in order to be aware of any issues.
5. Carries a radio at all times to be able to communicate with other teams efficiently.
6. Follows expected radio procedure and is mindful of what is communicated and how.
7. 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.
8. Answers the main phone politely, with a smile and responds to requests accordingly and in a friendly manner.
9. Communicates with other teams to enquire information is shared quickly and efficiently regarding guests requirements using email, phone or radio.
10. Reports any maintenance issues using the correct procedure and in a timely manner.
11. Monitors check in sheets and contact guests ahead of arrival to answer queries and prepare for arrival.
12. Checks the evening handover sheet to ensure any relevant issues are brought to the team’s attention.
13. Has pride in their appearance, and is dressed in a smartly presented uniform, with long hair tied back or up.
14. Staffs the reception welcome cabin to ensure a warm welcome is extended to all arrivals.
Qualifications
15. Previous experience in a similar level of establishment is preferred.
16. Previous Front of House and guest facing experience is essential
17. Experience with the booking system, Reslynx is essential with ResDiary and Trust Payment experience desirable.
18. Strong teamwork and communication skills to effectively collaborate with the FOH team.
19. Flexibility to work evenings, weekends, and holidays, as per the demands of the business.
20. The ability to handle complaints and deal promptly with any issues, using tact, diplomacy and with a smile is required.
21. Good health and a general level of fitness is required as carrying and moving luggage is an essential part of this role.
22. Is adaptable to rota changes and is able to respond to urgent issues in a helpful and calm manner, prioritising guest welfare in the first instance.
Additional Information
Salary: £27,495 to £31,005
Gratuities are allocated on a points basis, depending on development tiers. Although variable, average levels are projected as being from £153 to £460 per month.
Hours: 45 hours per week.
23. Canteen
24. Company events
25. Company pension
26. Discounted or free food
27. Employee discount
28. Free or subsidised travel
29. Gym membership
30. On-site parking
Relocation assistance may be available
Staff transport provided free between staff houses and hotel