Job Ref: FOC1908
Branch: Swan's Nest Hotel
Location: Swan's Nest Hotel, Stratford-Upon-Avon
Salary/Benefits: Competitive Salary
Contract type: Permanent
Hours: Full Time
Shift pattern: shift pattern Mix of, ,
Hours per week: 32
Posted date: 03/10/2025
Closing date: 05/11/2025
Who are we
The Swan's Nest Hotel is a 17th century building offering 72 rooms, located 5 minute walk from the historic heart of Stratford-upon-Avon.
Role Responsibilities
* Guest Check-In and Check-Out: Greet guests upon their arrival, process check-ins and check-outs efficiently, and ensure accurate documentation of guest information and payments.
* Reservation Management: Handle guest inquiries and make room reservations over the phone, through email, or in person. Update and maintain the reservation system, ensuring accuracy and timely communication.
* Front Desk Operations: Manage the front desk area, including answering telephone calls, responding to guest inquiries, and providing information about hotel facilities, services, and local attractions.
* Guest Services and Assistance: Provide exceptional customer service by addressing guest needs and requests promptly and courteously. Assist with luggage handling, arrange transportation, and provide directions or recommendations as needed.
* Billing and Payments: Process guest payments, handle cash transactions, and generate accurate bills and receipts. Ensure compliance with hotel policies and procedures related to billing and payments.
* Communication and Coordination: Maintain effective communication with other hotel departments to ensure smooth operations and guest satisfaction. Relay messages, coordinate guest requests, and provide assistance as required.
* Complaint Handling: Address guest complaints or concerns professionally and promptly, aiming to resolve issues and ensure guest satisfaction. Escalate unresolved matters to appropriate supervisors or managers when necessary.
* Safety and Security: Follow established procedures to ensure the safety and security of guests and the property. Monitor and report any suspicious activities or incidents to relevant personnel.
* Administrative Tasks: Perform various administrative duties, such as filing, record-keeping, and managing guest correspondence. Maintain cleanliness and organization at the front desk area.
* Knowledge of Hotel Services: Stay informed about the hotel's services, amenities, and promotions to provide accurate and up-to-date information to guests.
* Multitasking and Time Management: Handle multiple tasks simultaneously, prioritize effectively, and manage time efficiently in a fast-paced environment.
* Technology Proficiency: Utilize hotel property management systems, reservation systems, and other software applications to perform tasks, manage guest information, and generate reports.
Key Requirements
* Communication Skills
* Teamwork
* Professionalism
* Attention to detail
* Customer Service
* IT Proficiency
Benefits
* Competitive salary
* Excellent on-going support, training and development
* 28 days holiday including Bank Holidays per annum
* Stakeholder Pension entitlement
* Discounted hotel room rates for you, your friends and family
* On-going incentives and rewards
* Meals on duty
Offering today's luxury and services, Swan's Nest Hotel is nestled in the heart of Shakespeare's hometown and along the banks of the River Avon. This 17th century Georgian townhouse is a beautiful hotel reflecting historical character, combined with luxurious interiors and elegant bedrooms.
Only a short walk to the bustling town centre, it is the perfect location for enjoying a relaxing break or exploring famous landmarks and revisiting the life of Shakespeare. Stratford-upon-Avon offers plenty of local attractions that are steeped in history.