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.
What’s in it for you?
AtEstelle, 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 arevalued,supported, andcelebrated.
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.
What you will do
The key responsibilities for this role will include but are not limited to:
* Assist the Reservations Manager with the supervision of the reservations department in regard to handling of member reservations and anticipating member requests in a timely manner, ensuring a positive outcome is always achieved.
* Assisting on maximising turn times of bookings using SevenRooms.
* Acting as the point of reference for members who need assistance or information and attend to their wishes and requirements when Reservations Manager is absent.
* Taking responsibility for the end-to-end member reservation journey ensuring every member feels like they are in a hosted home.
* Having good communication skills and proficiently liaising with all departments on an ongoing basis retaining close and professional relationships.
* Assist the Reservations Manager dealing with any complaints and be confident to find a solution.
* Striving for excellent member feedback at all times.
* Responsibility to ensure the system are well maintained and all relevant member information and bookings up to date along with being GDPR compliant.
* Holding team meetings and attend club wide meetings.
* Being an ambassador for Maison Estelle as well as someone who embodies our values and commitment to our teams both when at work and when not.
* Supporting and answering questions and providing assistance to stakeholders, management and members as needed.
* Being responsible for effective people practices including but not limited to recruitment, onboarding, training, employee engagement, performance and experience.
* Ensuring each member request is handled with care and puts the member at ease, creating consistent experiences through our Alliants text service.
* Understanding changes within the company and services we offer to members, following through with the team so that they are always aware of how best to cater to a request.
* Ensuring all new member information is captured on their profiles.
* Taking the lead on shifts and being the point of contact for senior leadership to direct questions too at any one time.
Who we are looking for
* 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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