Job Description

Our Guest Services team is the first port of call for our guests and diners. Charged with overseeing all aspects of guest experience, you'll uphold the hotel's reputation to deliver exceptional and memorable service to all customers.

As part of the team, you'll work closely with the Sales and Events, Front of House Operations and Housekeeping teams, ensuring all guests' needs are met for accommodation and event enquiries, as well as managing dining reservations. We believe in high energy and want to bring someone with great enthusiasm and creative ideas into our business.

In this hands-on role, your main duties and responsibilities will be:

Working with a guest services team and reporting to the Hotel Manager Ensuring all guests' needs are met for accommodation and event enquiries, as well as managing dining reservations Delivering 4-star Luxury and 2-star rosette service in the amazing grounds of Healing Manor Hotel Quality control checks on hotel rooms and general areas, upholding your own high standards Acting as concierge and brand ambassador Upholding our drive for excellence and delivering the very best in customer experience and service Ensuring all daily procedures are completed and handovers are in place, communicating with subsequent shifts and providing your team with the most up-to-date and customer-centric information Answering phone calls, emails, and social media enquiries to provide outstanding service Be responsible for ensuring any internal messages are routed to the correct department Overviewing allocations, accommodation & dining, customer profiling & upselling Handling customer satisfaction and expectations, embedding ownership of complaints and solution finding Cash and payment handling A mixture of weekdays and weekend work 8-10 hour shifts

Who you are and what do we need?

Exemplary communication skills and the drive deliverer Target-driven and detail-orientated Customer-centric with a need to deliver excellence Willingness to learn and train others with new skills and develop within the business and the team Team-player Calm and professional under pressure Fast-paced, multi-tasker with exceptional organisational and time-keeping skills Problem solver extraordinaire and passionate about effective delivery and the hospitality industry
Experience

Experience of working in a customer-facing role The experience to manage client expectations. Excellent administration skills and fully IT competent Outstanding eye for detail Excellent organisational and co-ordination skills
Skills and Qualifications

Guest line and Rezlynx experience preferred, but not required. Full training will be provided. DMN/Collins experience preferred, but not required. Full training will be provided. Reception experience preferred but not essential. Excel

Job Package

As well as a competitive salary, being part of a supportive team and getting career progression opportunities, we really value our team members and their unique ideas.

Schedule

10 hour shift 8 hour shift Early and late shifts Holidays Weekend availability
Benefits

Company events Company pension Discounted or free food Staff discount on hotel stays Employee discount Free parking 3-4 day working week Career progression
To apply for this role, please send your CV to hr@healingmanorhotel.co.uk, with details of why you are a great fit for our Guest Services team.

Job Type: Full-time

Pay: 8.60-12.21 per hour

Expected hours: 28 - 36 per week

Benefits:

Employee mentoring programme Free parking
Work Location: In person