Guest Services Assistant

Newly opening Dallas Burston Polo Club Hotel is an exquisite destination of 600 acres nestled in the heart of Warwickshire, offering a unique blend of luxury, leisure, and equestrian excellence. With state-of-the-art facilities, including world‑class polo grounds overseen by a 41‑bedroom luxurious hotel, we strive to provide an unparalleled experience for our guests.

Role Responsibilities

• The Guest Services Assistant will be an integral part of the pre‑ and post‑opening team and the day‑to‑day running and expansion thereafter.
• Promote a hospitable and professional image to the guest and give full co‑operation to any guest requiring assistance, with a prompt, caring and helpful attitude.
• Be fully conversant with the facilities, services and special promotions offered by the hotel and to pass this information on to the guest whenever the possibility arises in order to maximise hotel sales.
• Ensure service standards are adhered to at all times in line with company and brand guidelines.
• Manage and record all guest feedback professionally and efficiently.
• Anticipate guest needs wherever possible and promote hospitality within the hotel, enhancing customer satisfaction.
• Provide support to other departments when needed, including the F&B department.
• Be punctual, polite, courteous and helpful to guests and colleagues at all times.
• Communicate and share knowledge with other hotel departments.
• Deal with cash and credit transactions in accordance with the hotel and company policy, and ensure any discrepancies are reported immediately.
• Ensure a sound knowledge of the local area regarding history, places of interest and special events and where further information can be obtained.
• Ensure that all charges are correctly posted to the guests’ bills following the standard procedures and that all guest accounts are complete and accurate.
• Complete guest check‑outs efficiently and in line with company procedures, always ensuring guest satisfaction before departure.
• Deal with any issues in a positive, appropriate and proactive manner.
• Positively promote sales awareness within the department and maximise sales opportunities.
• Attend all Health and Safety, Fire and Food Training as directed by the designated Food Service Manager.
• Understand the importance of adhering to company policy with reference to hazard spotting, first aid reporting and reporting accidents.
• Attend all statutory training as requested.
• Abide by all company and legal statutory standards at all times and report any discrepancies or breaches of standards to senior management.
• Demonstrate flexibility and ability to deal positively with new trends and changes.
• Carry out any other reasonable task deemed necessary by your line Manager.

Key Requirements

• Customer service experience, with a strong commitment to delivering exceptional service.
• Exceptional attention to detail and organisational skills.
• IT proficiency, including knowledge of hotel management systems and standard office software.
• Excellent communication skills, both verbal and written.
• Organised and works well under pressure.
• Passionate & enthusiastic.

Benefits

• Competitive salary
• Excellent on‑going support, training and development
• 28 days holiday including Bank Holidays per annum
• Stakeholder Pension entitlement
• Discounted hotel room rates for you, your friends and family
• On‑going incentives and rewards
• Opportunities for professional growth and development