All applicants must be able to provide evidence of their Right to Work in the UK.
Must have valid UK Driving Licence and vehicle to commute due to hours and location.
Shift Pattern: 06.45am -14.45pm or 14.30pm until 10.30pm.
Employee Benefits - What we offer you:
* Meals on Duty: Enjoy complimentary meals during your shifts.
* 30-Minute Paid Break: Take a paid break to recharge during your shift.
* 28 days Annual Leave (Pro-Rata) - Days Increasing with Service: We value loyalty and celebrate long service by increasing annual leave days over time.
* Birthday Day Off: A day to use in your Birthday Month for you to take the time to celebrate.
* Discounted Membership Fees at Nádarra Spa: Access discounted membership fees at Nádarra Spa after completing the 6-month probation period.
* Access to Hospitality Rewards: Explore a range of health and wellbeing benefits, as well as discounts on everyday goods and services through our online platform, Hospitality Rewards. Make your leisure time more accessible and affordable. Available after completing the 6-month probation period.
* NEST Pension Scheme: All eligible employees can participate in the NEST Pension Scheme with the option to opt out.
* Free Hospitality Action Employee Assistant Programme: Access specialist support services through the Employee Assistant Programme provided by Hospitality Action, free of charge.
* Gratuities and Service Charges Paid Monthly: Receive gratuities and service charges as part of your monthly pay.
* Regular Rewards and Recognition: Be recognised for your hard work with monthly, annual, and long service awards.
* Employee Discount and Staff Offers: Enjoy discounts and special offers exclusive to staff members.
* Uniform Provided for Guest-Facing Roles: Receive a uniform tailored for guest-facing positions.
* Free On-Site Parking: Conveniently park your vehicle on-site at no cost.
Role Overview:
The main aim of this role is to provide a warm and welcoming experience to customers arriving at the hotel, throughout their stay, until check-out. Enhancing the customer experience by supporting the Guest Services Manager at all times with ideas about how to continuously improve the service we deliver. Key to the role is communicating all amendments to the operations team in a timely and clear manner.
The role holder will also further enhance the guest stay by promoting the estate activities and spa treatments and driving bounce-back offers and encouraging guest feedback.
Reporting to: Front Desk Manager
Salary: £11.45 per hour (plus tips)
Main Responsibilities:
* To be confident and take pride in ensuring the well-being, satisfaction and comfort of all guests within the limits of the Department and to establish a highly personalised style of service and attention to guests in keeping with the atmosphere of a family-run Hotel.
* To establish a courteous, helpful and friendly attitude to all guests at all times and to be confident to use guest names at every available opportunity.
* To take pride in maintaining a high standard in personal appearance and demeanor.
* To have a good working knowledge of all departments of the Hotel, Spa & Estate.
* To be confident in the full understanding of all equipment within the Front Office including Guestline and Premier Systems, Word, Excel and Email.
* To be familiar with all reservation tasks in order to cover this role if required, understanding teamwork and flexibility.
* To be the point of contact for all VIP guests, showing passion and pride ensuring all return guests and return complaints are handled effectively and in a correct and sensitive manner.
* To be efficient and well-informed in taking restaurant reservations, in the absence of the Restaurant Manager – availability, prices and any restrictions.
* To take pride in being well-informed of the ‘market’ - all aspects of accommodation as well as traditional sales areas in F & B and other hotel services.
* Fully understand all of the Hotel facilities and Estate activities, hours of activity and pricing to provide customers with information on the whole Coniston experience.
* Maximise sales of the Hotel’s facilities and Estate activities when checking guests in.
* To record all relevant comments of appreciation, suggestions and maintenance points in order to initiate follow up using your integrity.
* To know and understand the current policies and procedures of the Hotel and Spa.
* To take ownership and be responsible for monies in your care as per cashiering shift and in the Main Safe and be aware of security issues.
* To ensure correct hand-over procedure of day’s business with regard to cover and cashiering.
* To be aware of the problems arising with reference to queries on accounts and restaurant bills. To be confident with how to rectify these and explain fully, adjusting if necessary, using your intuition and integrity.
* To be aware of complaints/problems and bring them to the attention of the Front Desk Manager, Duty Manager and to offer assistance using your integrity.
* To be fully aware of the Hotel’s Fire Safety procedures and Health & Safety.
Person Specification:
Essential:
* You genuinely care about the Coniston guest and seek to exceed their expectations.
* Experience of working in a fast-paced and system-driven environment.
* Confident and eloquent when speaking on calls.
* Have excellent numeral and written skills.
* Have excellent organizational skills.
* Passionate about customer service.
* Enthusiastic and positive outlook.
* Flexible approach to working hours as business needs dictate.
* The ability to respond quickly and positively to a range of work situations.
* A good level of computer literacy (Outlook, Word, PowerPoint and Excel).
* At all times portray a professional image by wearing the uniform provided.
Desirable:
* Displays a solution-based approach to any situation.
* Previous experience in working in hospitality.
* Has a can-do, will-do attitude.
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