Job Description
1. £27,330 per annum
2. Full time permanent position – 40 hours per week worked over 5 days on a rota basis Monday to Sunday. (8 hours shifts between from 7 am to 11 pm) full flexibility required
3. An additional share of service charge and tips (estimated 2k per year)
4. An enthusiastic, warm and friendly professional with a passion for the hospitality industry.
5. You will be the first person to welcome our guests into the hotel and will be ready to make that unique first impression with confidence
6. Checking guests in and out of the hotel, you will make reservations, restaurant bookings and help the guests with organising the best stay for them
7. Strong IT skills in Microsoft Office, alongside running reports and creating any other reports as required
8. Use the Opera Front Office System to check in and check out guests and take payments
9. Ability to tackle the original spiral staircases and assist guests with their luggage and escort them to their room (there is no lift)
10. You will relish in providing guests with information about our incredible castle and the full hotel services along with any activities that they can book up in the local area
11. Excellent communicator and listener with a creative and positive attitude with ability able to address any of our guests’ requirements
12. Respond to telephone and in-person queries regarding reservations, hotel information and guest concerns in a timely fashion
13. Use suggestive selling techniques to increase room bookings and revenue
14. Supervise daily shifts, guiding staff through their daily duties to ensure all team members adhere to procedures and are friendly and attentive to guests’ needs
15. Maintain positive and professional work environment
16. Ensure outstanding customer care at all times
17. Help to coordinate the reception team, directing the workflow and processes of the front desk.
18. Resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation
19. Resolve customer issues, problems and complaints in a quick efficient manner to maintain a high level of customer satisfaction
20. Build strong relationships and coordinate with other departments
21. Help the Front of House Manager to coach and train the team
22. Take responsibility in the absence of the Front of House Manager
Qualifications
23. Experience in a similar role, ideally in a 4* or above establishment
24. IT proficient with strong working knowledge of Excel & Microsoft Word, preferable experience on Hotels PMS
25. Proficient in verbal and written English
26. Capability to work across multiple projects efficiently and adapt accordingly
27. A passion for excellent organisation and customer service skills
28. Attention for details and proficiency in verbal and written English.
29. Desire to exceed guest expectations.
Additional Information
30. 28 days holiday including bank holidays
31. An additional paid day off on your birthday
32. Complimentary stay at the Castle after 3 months’ probation period successfully passed
33. Training programs via internal & external professionals and access to online training facilities
34. Staff and family rates on hotel accommodation and discounts on food and beverage
35. Recognition programmes
36. Uniform and meals provided whilst on duty and free parking