Job Description

Job Ref: MAI1956
Branch: Maison Estelle
Location: Maison Estelle - London
Salary/Benefits: Competitive Salary
Contract type: Permanent
Hours: Full Time
Hours per week: 48
Posted date: 01/12/2023
Closing date: 14/01/2024
Maison Estelle is a private club set in a Grade I-listed Georgian townhouse on Grafton Street, Mayfair. A \xe2\x80\x98hosted home\xe2\x80\x99, 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. Work in an environment where you can bring your whole self to work, where you\xe2\x80\x99re empowered to be the very best you can be. Our values are at the core of everything we do and every decision we make. We have four pillars (HOST): humble, own it, spirited and togetherness. These pillars influence every experience that we deliver, both for our members and with each other. The Assistant Reservations and Communications Managers primary focus is overseeing all day-to-day enquiries and any member requests relating to table reservations, use of the club and event requests. Your role will be to assist on the use of Alliants as a mode of communication in order to maximise reservations. You should uphold the highest standards and ensure the guest experience is always in line with our standards. BENEFITS

• Every Sunday Off
• WSET qualifications
• Taxi allowance of \xc2\xa320 for late shift finishing after 1am
• 28 days holiday inclusive of bank holidays (increasing with length of service), pension and life assurance.
• Inclusion in the Tronc scheme.
• A health cash plan to claim money back and get access to lots of ways to support your physical mental wellbeing.
• Goes without saying, but we will feed you during your shift.
• Lots of opportunity to develop your skills and progress internally.
• Regular team get togethers, from regular team drinks to bi-annual parties.
• Opportunities to join one of our committees and influence how we do things, how we socialise and how we support the local community.
• Great incentives and reward programmes including recommend a friend bonuses, employee of the month and much more.

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.

PERSONAL PROFILE

• 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.

We are a new members club in a grade II listed townhouse in Mayfair.