Company Description
At Gilpin Hotel & Lake House, we proudly offer two distinct luxury establishments situated on separate estates, yet operated seamlessly as one cohesive team. Whether you opt for the laid-back ambiance of Gilpin Hotel or the distinct combination of hotel and country house at Gilpin Lake House, your experience with us is designed to be effortlessly harmonious.
Gilpin Hotel & Lake House are part of the prestigious Pride of Britain Hotels and we are proud to be one of the 580 members of Relais & Châteaux, an association of worldwide independent hotel and restaurant owners.
Job Description
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 General Assistants 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 our dedicated team also look after weddings from start to finish, which can range from the Bride and Groom only, or up to 100 guests.
Main Duties
To excel in this role, you’ll be someone who:
* Hosts and looks after guests throughout their Gilpin journey, ensuring guest satisfaction is extremely high.
* Ensures Love and Laughter is delivered to our guests and has a clear understanding of the programme.
* Keeps all areas of the house clean and tidy to a high standard.
* Reads function sheets that are running on your shift and has a very clear understanding of the functions before arriving for your shift.
* Takes orders for Gilpin Spice room service and sets up the room service tables accordingly.
* Completes the admin for the following day: Arrival List, Departures List, Residents List, checking spa trails, updating the facilities board, checking dining times, and ensuring all L&L have been done for the day.
* Ensures maintenance issues and guest issues are posted on Gilpin Academy should they arise.
* Assists with bedroom cleans, laundry, and turndowns.
* Acknowledges Special Occasions to all of our guests, ensuring each guest is addressed by name.
* Assists in all aspects of the Lake House departments (reception, housekeeping, FOH etc.).
* Has basic bar knowledge and understands how to operate the EPOS System to charge drinks accordingly.
* Has excellent English written and verbal skills and can reply to Loop messages quickly but professionally.
* Understands the Fire Evacuation process at Lake House.
* Knows what to do in case of an emergency at the Lake House; whether that be fire, water shortage, or electricity cuts.
* Understands breakfast service and can set up tables for breakfast accordingly.
* Knows how to check and print guest invoices and access guest profiles.
* Keeps all public areas clean and tidy; ensuring regular cleaning and hoovering are done.
* Delivers drinks and food to guests and serves these as per the standards set by the HOD.
* Ensures all guests are returned back to the Lake House from Gilpin and greeted appropriately.
* Has excellent local knowledge and can recommend days out or places to go to guests.
* Upsells confidently when there is availability.
* Encourages feedback from guests and promotes guest reviews on sites such as Gilpin Academy when appropriate.
* Carries out Lake House banking at the end of the night and is confident in balancing it.
Qualifications
* Exceptional Customer Service skills
* Excellent written and verbal communication skills
* Hardworking, dedicated, and passionate about hospitality
* Team player, but also able to work well individually
* Immaculate appearance at all times; uniform pressed, shoes polished
* Ideally a driver with a clean driving licence
Additional Information
Salary: from £25,480 to £27,560
Gratuities: allocated on a points basis, depending on development tiers, projected average levels from £153 to £460 per month.
Hours: 40 hours per week.
* Canteen
* Company events
* Company pension
* Discounted or free food
* Employee discount
* Free or subsidised travel
* Gym membership
* On-site parking
Relocation assistance may be available
Staff transport provided free between staff houses and hotel
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