Job Description
* Deliver a warm, polished and service‑focused welcome to all guests, members and colleagues
* Maintain full knowledge of spa services, treatments and promotions to confidently support guest enquiries
* Operate telephones professionally, ensuring all calls are answered promptly with friendly, accurate and helpful responses
* Manage guest arrivals and departures efficiently, creating a seamless and memorable first and last impression
* Keep the front‑of‑house area immaculate, tidy and styled to a luxury 5‑star standard at all times
* Handle guest concerns with genuine care, resolving where possible before escalating to management
* Complete daily checklists thoroughly and ensure smooth, detailed handovers between shifts
* Maximise guest value by promoting spa services, treatments and retail opportunities appropriately
* Provide accurate information and assistance to guests and visitors, ensuring their needs are fully met
* Follow correct cash‑handling, float and safe procedures in line with company standards
* Build confidence in the Jonas booking system and use it effectively for reservations and guest management
* Carry out front‑of‑house administrative tasks with accuracy and attention to detail
* Support management by undertaking additional duties when required
* Follow all procedures for accident reporting, maintenance issues, fire safety and emergency evacuation
* Adhere to all Health & Safety regulations while on the premises
* Complete all documentation accurately and in accordance with departmental SOPs
* Maintain the company dress code and consistently present a professional, polished appearance
Qualifications
* 1–2 years of experience in a spa, hotel or luxury front‑of‑house role (preferred)
* Strong customer‑service and communication skills
* Confident, polished and professional telephone manner
* Excellent organisational skills and attention to detail
* Ability to multitask in a fast‑paced, guest‑focused environment
* Basic IT proficiency, including booking systems and Microsoft Office
* Experience with spa/booking software (advantageous)
* Warm, welcoming and service‑driven approach to guest interaction
* Ability to remain calm and professional when handling guest concerns
* Strong understanding of luxury service standards and guest expectations
* Willingness to undertake training and continuous development
Additional Information
What is in it for you?
* Exclusive Discounts:
o Fairmont Cheshire, The Mere, Spa and Golf discount
o Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
o 20% off food and beverage in on-site restaurants
* Colleague restaurant
* Being part of The Mere Team – our culture is unique!
* You will benefit from training and development opportunities
* Competitive salary and benefits including pension
* 28 days of holiday including public holidays
* 1-5 days service award based on length of service
* Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
* And last but not least you will get to work with a team of EXTRAORDINARY people