Job Advert Guest Services Assistant Front of House Department Full Time – 40 hours per week, working 5 days over 7 £12.71 per hour, plus monthly TRONC Join the Front of House Team at Swinton Estate At Swinton Estate, we are passionate about delivering exceptional hospitality and creating unforgettable guest experiences in one of the UK’s most beautiful countryside settings. Combining luxury, warmth, and outstanding service, we are equally committed to sustainability, wellbeing, and providing a supportive environment where our people can thrive. We are currently seeking a professional, personable, and highly organised Guest Services Assistant to join our Front of House team at Swinton Park Hotel. This is an exciting opportunity for someone who thrives in a guest-focused environment and enjoys creating memorable experiences from the moment a guest books their stay through to departure and beyond. The Role As a Guest Services Assistant, you will play a key role in ensuring the smooth operation of the Front Desk while delivering exceptional customer service at every stage of the guest journey. You will be responsible for welcoming guests, handling reservations and enquiries, coordinating with multiple hotel departments, and anticipating guest needs to ensure every stay exceeds expectations. Key Responsibilities Guest Services * Welcome guests warmly upon arrival and assist with check-in and check-out procedures * Provide accurate information about the hotel, estate facilities, services, and local attractions * Handle guest feedback, concerns, and complaints with professionalism, empathy, and efficiency * Anticipate guest needs and deliver personalised service wherever possible * Build relationships with repeat and regular guests to encourage loyalty and repeat business * Allocate rooms appropriately while considering guest preferences and requirements * Assist with the management and processing of lost property Front Desk Operations * Operate the Rezlynx property management system accurately * Process activity bookings, reservation amendments, upselling opportunities, cancellations, and payments * Maintain accurate guest records, billing information, and guest profiles * Handle credit card transactions and end-of-shift reconciliations * Contact arriving guests to finalise stay details and assist with special requests * Prepare guest itineraries, pre-arrival correspondence, and VIP arrangements * Support colleagues across Front of House, Hosts, and Reservations when required Communication & Coordination * Liaise effectively with Concierge, Housekeeping, Maintenance, Country Club, and Food & Beverage teams to ensure seamless guest service * Communicate guest preferences, special occasions, and VIP requirements clearly * Answer telephone calls and emails professionally and efficiently * Attend daily operational meetings and communicate key guest information * Take ownership of guest issues and ensure effective follow-up and reporting Standards & Compliance * Maintain high standards of professionalism, grooming, and presentation * Follow all hotel policies, procedures, and brand standards * Adhere to health & safety, GDPR, and security procedures at all times * Maintain complete guest confidentiality and discretion What We’re Looking For We are looking for someone who: * Has exceptional communication and interpersonal skills * Delivers outstanding customer service with confidence and professionalism * Remains calm and organised under pressure * Has excellent organisational and time management abilities * Works well both independently and as part of a team * Demonstrates attention to detail and a proactive attitude * Is reliable, punctual, and committed to delivering high standards Experience & Qualifications * Previous experience in a hotel or customer service environment is desirable but not essential * Experience using Rezlynx is advantageous * Competent using Microsoft Office * GCSE Grade 4/C or above in Maths and English * Flexible to work shifts, including weekends and bank holidays What We Offer At Swinton Estate, we take pride in recognising and rewarding the dedication of our team members. Alongside competitive pay and monthly TRONC, we offer an exceptional range of benefits designed to support both your professional and personal wellbeing. Benefits include: * 30 days annual leave (pro rata for part-time team members), including bank holidays * NEST pension scheme for eligible employees * Access to the Country Club and Spa facilities * 50% discount on food and beverage, including the Cookery School and Chef’s Table by Josh Barnes, for you and up to 5 guests * 50% discount on spa days for you and up to 3 guests * Discounted stays at Swinton Park Hotel and Swinton Bivouac for yourself, friends and family * Employee wellbeing initiatives, social events, and learning opportunities * Career development opportunities within a luxury hospitality environment If you are passionate about hospitality and committed to delivering exceptional guest experiences, we would love to hear from you.