Receptionist / Reservationist - Skipton

Skipton, North Yorkshire
Competitive
26 Oct 2018
23 Nov 2018
Full Time

Receptionist / Reservationist - The Coniston Hotel Country Estate & Spa

Set on a 1400 acre Estate in beautiful countryside The Coniston Hotel Country Estate and Spa is currently in an exciting period of growth. Owned by the Bannister family whose vision is to be a landmark destination hotel, we opened our state-of-the-art Spa, in November 2015, in addition to offering the 4 x 4 experience; a CPSA Premier Plus Shooting Ground, Archery, Falconry Centre and Fly-Fishing on the 24 acre lake or River Aire.

The existing 160 plus Coniston Hotel team are very customer centered and if you pride yourself on delivering excellent customer service then you will fit in well.

Role Overview

The main aim of this role is to provide a warm and welcoming experience to customers arriving at the hotel, through-out their stay, until check-out. Enhancing the customer experience by supporting the Guest Services Manager at all times with ideas about how to continuously improve the service we deliver. Also key to the role is communicating all amendments to the operations team in a timely and clear manner. The role holder will need experience of working to sales targets to also further enhance the guest stay by promoting the estate activities and spa treatments and driving bounce-back offers and encouraging guest feedback. 

Reporting to:  Guest Services Manager

Salary: depending on experience

Main Responsibilities

  • Provide an excellent customer experience during the guest’s entire stay.
  • Encourage guests to participate in Estate offerings - experience of working to sales targets would be advantageous.
  • Become the go-to person for all guests
  • Offer at all times a warm welcome in a friendly and professional manner
  • Offer a friendly phone manner to all external and internal customers
  • Support all departments by communicating in a clear and timely manner
  • Be knowledgeable about the guest in-house – act as a point of contact to your colleagues
  • Understand the purpose of stay for all guests and support them accordingly
  • Think outside the box to find solutions and manage stressful situations in a professional manner
  • Take all queries away from the desk and involve a manager to assist and resolve at an early stage
  • Anticipate guests needs and think on your feet – turn a negative into a positive
  • Continue to build your knowledge of all our offerings across the hotel, estate and spa
  • Under take basic concierge duties as required – this may include assisting with luggage
  • Guest recognition – always acknowledge and use the guest name
  • Create a team spirit with all colleagues and across departments
  • Encourage repeat bookings by understanding the guests individual needs
  • Also key to the role is genuinely caring about the guest experience, a confident telephone manner and excellent numerical and written skills.
  • The successful candidate will also be passionate and enthusiastic about customer service with a positive outlook and the ability to respond quickly and positively to a range of work slolutions

Person Specification  

Essential

  • Educated to a minimum of GCSE level
  • Excellent organisational, verbal and written communication skills
  • Able to work a varied shift pattern across 7 days a week
  • Knowledge of Outlook, Word, Power Point, and Excel
  • Experience of working to sales targets.

Desirable

  • Displays a solution based approach to any situation
  • Has a can-do, will-do attitude

“Thank you for your interest in the Coniston Hotel Country Estate and Spa. If you have not heard back from us within three weeks, unfortunately on this occasion, your application has been unsuccessful.

However, we would like to keep your CV on file for the next 6 months. If you prefer us not to, please let us know.”