Job Description
Guest Relations Assistant
Rate of Pay: £13.50 per hour plus tips
Hours Minimum 40 hours per week
Based Matfen Hall Country Hotel, Spa and Golf Estate
Reporting to Guest Relations Manager
Overview: Matfen Hall is a privately owned five-star country house 63-bedroom hotel, spa, and golf course. Converted to a Hotel in 1999 by Sir Hugh and Lady Anna Blackett, the Hotel was purchased by Sir David and Lady Sylvia Harrison and Family in August 2020.
Since the takeover in 2020, a programme of refurbishment and repositioning of Matfen Hall has taken place, with further investment to follow. The direction of the business is to achieve 5 Red Star status within the next two years. As Guest Relations Co-ordinator you will be part of the repositioning of the Hotel from its previous status as a volume wedding venue and hotel to become a luxury property offering a high-level service with a broad product offering that endears guests to stay for several nights.
The business is now in need of a Reservations Assistant to join our existing team. Working with the Reservations Manager to deliver an outstanding welcome to our guests, be an efficient point of contact for throughout their stay and ensuring that they leave wanting to return.
As a Reservations Assistant you will be involved in all aspects of the guests pre arrival experience, co-ordinating their bookings and activities whilst on site. You will also be part of the welcome to the Hotel, act as a point of contact during their stay and be on hand to greet them on departure having presented them with a clear and correct billing statement of their time with us.
Working with the Hotel Manager to ensure that all relevant information is gathered on all guests and then shared with the relevant departments through creating notes on the booking systems and adding information to the daily logs.
DUTIES AND RESPONSIBILITIES:
· To be an active team member offering support and flexibility to all members of the team.
· Deal with all enquiries in a courteous and professional manner, displaying a clear and comprehensive knowledge of Matfen Hall Country House Hotel.
· Make reservations and events bookings according to guests needs and ensure booking confirmation emails/ contracts are sent to all guests.
· Record full and accurate details of all reservations and events bookings in accordance with Matfen Hall Country House Hotel procedures, ensuring the operational team have a full awareness.
· Make clients aware of the terms and conditions, including the cancellation policy and the need to confirm bookings prior to arrival.
· Conduct clients’ tours in a professional manner and take every opportunity to sell the estate facilities.
· Taking payments and deposits and to ensure credit facilities have been established if appropriate.
· Creating memorable experiences for our guests and delivering 5* service to our guests
· To ensure all company standards of operating, personal performance and appearance are implemented and actioned.
· Perform general office duties and tasks where needed
· To undertake any other duties that may be assigned by members of the management team
· To operate the switchboard and emails to assist with guest queries.
· The ensure all guests receive a high level of service from check-in through to check-out.
· To ensure any feedback is communicated to the Hotel Manager.
· Daily administration work with particular reference to Guest special requests, food allergies and special occasion.
· Create complete and concise guest itineraries for each and every stay, using these and guest feedback to create robust guest profiles for future stays.
· To ensure that postings are made on the correct day and that every transaction is charged before check-out.
· To take part in the training sessions offered and departmental coaching.
This list of duties is not exhaustive and additional duties may be required within reason for the better fulfilment of the role and the needs of the business.
PREREQUISITES:
A passion for saying yes is the answer now what is the question, taking pride in finding innovative solutions to the ever changing requests that guests will bring us. Available to work when needed, including weekends, holidays, and nights.
EDUCATION:
Previous experience in a luxury Hotel setting, with focus on Reception, Reservations or Guest Relations.
EXPERIENCE:
One Year plus service in a customer facing role within a luxury Hotel setting.
EXPERIENCE:
The ideal candidate will have 1+ years reception experience within a luxury hotel setting.
CONTACT: James O’Donnell – Head of Commercial Development, Walwick Estate Group
Email: [email protected]
Job Type: Full-time
Pay: £13.00 per hour
Expected hours: No less than 40 per week
Benefits:
- Company pension
- Employee discount
- Free parking
- Gym membership
- On-site parking
Work Location: In person
