Job Description

Do you pride yourself on being part of a team that creates exceptional guest experiences? If so, you could be who we're looking for.

We're recruiting for a Reservations and Reception Assistant to join our established team.

If you're an established Reservations and Reception Assistant or looking for that next step in your career, we welcome your application. As well as a competitive salary and excellent benefits package you will receive a

generous service charge

.

Your new employer

Located in the stunningly, idyllic Charlton Estate just outside of Alnwick, the Doxford Group sets the highest standard Northumberland has to offer. The Doxford Group is a family run organisation already specialising in delivering extraordinary wedding and event experiences.

Your responsibilities

As our Reservations and Reception Assistant you will work closely with the Reception Manager and Hotel General Manager to deliver outstanding guest experiences from first contact to final departure. You will confidently manage your team to deliver all aspects of guest care to the standard expected of a luxury hotel.

A friendly and flexible working style, good problem solving skills and the ability to keep calm under pressure are critically important attributes for this position as are excellent organisational and communication skills.

You will be expected to work evenings and weekends, your shifts will be communicated to you in advance.

Roles and Responsibilities.

Working closely with the Reception Manager and Hotel General Manager you will:

Ensure excellent customer service that exceeds guest expectations. Greet and engage guests, advising them of room access procedures, table booking and local knowledge. Manage the operation of the reception desk, responding guest enquiries as swiftly as possible. Handle guest enquiries and complaints in a timely and professional manner, understanding when to escalate to the Reception Manager/Hotel General Manager. Sell accommodation effectively, coordinating all room and cottage bookings within the group to ensure maximum occupancy and revenue of group accommodation. Answer all incoming calls and email enquiries to the highest standard. Communicate with all guests on arrival capitalising on opportunities to upsell additional products. Communicate effectively with maintenance and operations to resolve guest issues and accommodation defects. Liaise with wedding parties and guests to ensure room listings and payments are received in a timely manner. Assist operations with breakfast service when required Cover shortfalls due to unexpected absences within the reservations and reception team if required. Undertake any other reasonable tasks as required.
Benefits

We're constantly reviewing our benefits package but as a minimum you can expect:

Competitive rates of pay.

Generous service charge payment

Generous holiday entitlement Discretionary long service awards Pension Scheme Staff Discounts including overnight stays, food and drink. Uniform (customer facing) Free Parking Referral programme Regular Company events Training opportunities Flexible working opportunities
Salary: 12.75 per hour plus

generous service-charge.

Job Type: Part-time

Pay: From 12.75 per hour

Expected hours: 24 per week

Benefits:

Additional leave Company events Company pension Discounted or free food Employee discount Free parking On-site parking Referral programme
Ability to commute/relocate:

Chathill NE67 5DZ: reliably commute or plan to relocate before starting work (required)
Work Location: In person