About the Place

Alexander House Hotel & Utopia Spa, part of [Employer hidden — sign up to reveal] a private group of quality hotels of distinction just outside London. 5 Red Star, Award winning Utopia Spa, 58 bedrooms including the new luxury Cedar Lodge development and a 2-bedroom self-contained Gatehouse are available for guests. 2 Award winning restaurants: Reflections Restaurant (2 Rosette x 60 covers) and AG's Restaurant (3 Rosette x 35 covers) together with a range of conference and banqueting and private dining rooms catering for 8 to 95 guests.

The Role

A smart, friendly, well organised, guest service focused individual is sought to complete our Guest Services team. You must have a five-star smile and a warm welcoming and approachable personality. You are key to our guest service experience. You will complete Duty Management shifts with an emphasis on guest care & interaction to ensure total guest enjoyment from the time a guest enters the hotel and spa to the time they pay their bill and leave.

• 5 days, 40 hrs per week, flexible shifts covering daytime and evening shifts, including weekends (7am – 3.30pm and 2.30pm to 11pm)
• Complete Duty Management shifts as detailed on the early/late shift checklists.
• Ensuring that during the shift all departments are correctly staffed to provide the best levels of service.
• Ensuring all staff on duty in all areas are presented to the required standard.
• Ensure all areas of the hotel and spa are presented to a 5 Star standard at all times.
• Hold the Daily Dash meeting with all operational Heads of Department to cover the business of the day and ensure any challenges are anticipated and agree a plan to overcome them.
• Assisting departments at peak periods to ensure service levels are achieved.
• Welcoming arriving guests and acknowledging VIPs, returning guests, those celebrating a special event and those with special requirements.
• Liaison with all departments to ensure the operation runs smoothly throughout the day/evening.
• Carry the Guest Services phone at all times so you can be a point of contact with operational staff to support and coach and action solutions where challenges arise.
• Resolve all guest complaints and ensure guest satisfaction prior to departure.
• Responsible for health and safety, fire safety and procedures during your shift.
• Ensure an effective handover to the next Duty Manager to assist with continuity of service.
• During busy arrival or departure periods acting as Host Manager in hotel reception, welcoming arrival/departing guests and co-ordinating concierge and supporting reception.

Requirements

• Excellent standard of personal appearance
• Friendly and confident communicator in person, on the telephone and in writing
• Warm and friendly disposition
• Genuine desire to serve our guests
• Ability to coach and direct staff while on shift
• Organised and good attention to detail
• Must hold operational hotel experience across a range of food and beverage as well as front of house departments to be considered

Benefits

£27,500 per annum + monthly service charge payment

• 4 weeks holiday rising to 5 weeks with service
• 8 Bank holidays
• Free car parking
• Employee uniform
• Discounted hotel accommodation for yourself and your family at all hotels
• Discounted hair treatments at our two Utopia Spas
• Discount off all food & beverage at all hotels
• Discount of individual treatments booked in our two Utopia Spas
• Discount on retail products in our two Utopia Spas
• Refer a friend staff recruitment scheme
• Additional benefits on 1 yr, 3 yr and 5 yr anniversary including birthday off paid, complimentary overnight stays, complimentary lunch/afternoon tea and service related holiday

Alexander House Hotel & Utopia Spa, part of [Employer hidden — sign up to reveal] a private collection of quality hotels of distinction just outside London. A beautiful Jacobean manor with 120 acres of gardens and parkland.