Who are we?
Maison Estelle is a private members club set in a Grade I-listed Georgian townhouse on Grafton Street, Mayfair. A hosted home, bringing people together that have plenty to say and nothing to prove. A new school club (no rules), with old school values of personalised service and discretion.
Whats in it for you?
At Estelle, we prioritise your well-being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates and biannual socials. Nurture your well-being with stocked colleague spaces and staff food. Engage in forums shaping The Estelle Way. Join us for a fulfilling journey where you are valued, supported, and celebrated.
Here at Estelle, we want to create a unified culture and sense of belonging across both Estelle Manor and Maison Estelle. We have a range of perks and benefits at your fingertips:
* Biannual company socials plus smaller social and sports groups.
* Exclusive staff rates and F&B discounts across Ennismore brand.
* Birthday day off
* Goes without saying, but we will feed you during your shift.
* Added protection of our pension, health cash plan and life assurance schemes.
* 28 days holiday, inclusive of bank holidays, which increases with length of service.
* Recommend-a-friend bonus scheme.
BENEFITS
* WSET qualifications
* 28 days holiday inclusive of bank holidays (increasing with length of service), pension and life assurance.
* Inclusion in the Tronc scheme.
* A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
* Goes without saying, but we will feed you during your shift.
* Lots of opportunity to develop your skills and progress internally.
* Regular team get togethers, from regular team drinks to bi-annual parties.
* Opportunities to join one of our committees and influence how we do things, how we socialise and how we support the local community.
* Great incentives and reward programmes including recommend a friend bonuses, employee of the month and much more.
WHAT YOU WILL DO
The key responsibilities for this role will include but are not limited to:
* Handling and proactively anticipating member requests and enquiries in a timely manner to ensure a positive outcome is always achieved.
* Providing a genuine, attentive, and friendly service to our members in order to reflect the club standards to exceed member expectations.
* Maximising food and beverage bookings using SevenRooms and use up selling techniques to promote the club services and facilities.
* Dealing with and resolving customer requests, questions and complaints through multiple communication channels.
* Acting as the point of reference for members who need assistance or information and attend to their wishes and requirements.
* Supporting the events team when required with creation of BEOs.
* Continually aiming to improve service by communicating and anticipating members needs.
* Supporting and answering questions and provide assistance to stakeholders, management and members as needed.
* Suggesting changes or improvements to increase accuracy, efficiency, cost reductions and to improve members experience.
* Having good communication skills and proficiently liaising with all departments on an ongoing basis; close relationships with culinary and food and beverage operational teams.
PERSONAL PROFILE
* Proven experience in a similar role with a hospitality business background.
* Computer literate (MS Office, SevenRooms, CRM systems)
* Excellent time-management skills; comfortable prioritising what is important during busy periods.
* Obsessive about attention to detail.
* You are an inspiring leader who relishes taking responsibility for running finance departments.
* A balance between a methodical and process-driven approach and flexibility and creativity when it comes to meeting deadlines and finding solutions.
* Excellent communication skills and comfortable talking to colleagues, senior management, and coming front of house to talk to members.
* A genuine passion for hospitality and hosting.
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