Join our team at Cricket St Thomas, part of the Warner Hotels Group. This 239‑bedroom Grade II listed hotel with a theatre, spa, and restaurant is surrounded by 160 acres of parkland in the West Country.
Want to be the friendly face that shapes unforgettable stays from first interaction to the last?
At Warner Hotels, you can discover your glow, as we believe people thrive when their unique strengths and personality are nurtured. Here, you’re free to be yourself, make an impact, and thrive in a tight‑knit team that creates truly unique guest experiences.
At Warner Hotels, we’re more than just a place to stay; we’re a place where guests come to make memories, discover new experiences, and feel truly cared for.
Role Purpose
The Front Office Team Member will be preparing all necessary guest information ahead of check‑in and departure, maximising sales opportunities throughout their stay, and offering knowledgeable advice on the hotel’s experiences. As a valued member of our supportive team, you’ll have the opportunity to grow and develop your skills in delivering exceptional customer service. You will play an essential role in ensuring the smooth and efficient running of the hotel’s Front Office Area. Across reception and holiday sales, you will be part of a team to guarantee an effortless guest journey from start to finish. You will also create a welcoming environment where guests feel comfortable speaking with you in confidence and are encouraged to book their next break.
Responsibilities
Operational Oversight
* Support the smooth and efficient running of the Front Office by maintaining high operational standards and resolving day‑to‑day issues promptly, with guidance from senior managers when required.
* Use and maintain Front Office systems and equipment effectively to ensure a seamless guest journey.
Guest Experience
* Maintain a strong, visible presence in guest‑facing areas, providing proactive support and ensuring guests feel welcomed, informed, and cared for throughout their stay.
Health, Safety & Compliance
* Uphold all health, safety, hygiene, and compliance standards within the Front Office environment.
* Take responsibility during emergencies by following procedures for fire safety, first aid, and guest welfare.
* Complete incident reports accurately and elevate concerns when needed.
Financial Awareness
* Support cost‑efficient operations while ensuring the guest experience remains exceptional.
* Contribute to revenue generation by maximising sales opportunities and promoting hotel experiences confidently and informatively.
Communication
* Escalate urgent or sensitive matters promptly to senior leaders to maintain smooth operations and guest satisfaction.
Events & Problem Solving
* Work collaboratively with internal teams to support event or function requirements related to the guest journey.
* Respond decisively to issues or unexpected situations, minimising disruption and maintaining high service standards.
Behaviours, Skills & Experience
* Understanding of front‑of‑house operations, including check‑in/out processes, guest journey touchpoints, and service standards.
* Awareness of hotel products, packages, and onsite experiences to confidently inform and upsell to guests.
* Knowledge of health, safety, and compliance procedures relevant to reception, guest areas, and emergency response.
* Familiarity with reservation systems, CRM platforms, and hotel management software.
* Experience working in a guest‑facing role within hospitality, retail, leisure, or a similar customer‑focused environment.
Inclusion Statement
Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities, and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part‑time or a job‑share.
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