At a Glance
- Tasks: Welcome guests, handle reservations, and coordinate with hotel departments for exceptional service.
- Company: Swinton Estate is dedicated to creating unforgettable guest experiences in a beautiful countryside setting.
- Benefits: Enjoy 30 days' annual leave, access to spa facilities, and 50% discounts on food and beverage.
- Other info: Full-time role, 40 hours per week, with a salary of £26,437 plus monthly TRONC.
- Why this job: Join a passionate team focused on luxury hospitality and sustainability at Swinton Park Hotel.
- Qualifications: Previous hotel or customer service experience is desirable; Rezlynx knowledge is advantageous.
The predicted salary is between 26437 - 26437 £ per year.
Join the Front of House Team at Swinton Estate. At Swinton Estate, we are passionate about delivering exceptional hospitality and creating unforgettable guest experiences in one of the UK's most beautiful countryside settings. We are currently seeking a professional, personable, and highly organised Guest Services Assistant to join our Front of House team at Swinton Park Hotel.
This is an exciting opportunity for someone who thrives in a guest-focused environment and enjoys creating memorable experiences from the moment a guest books their stay through to departure and beyond.
The Role
As a Guest Services Assistant, you will play a key role in ensuring the smooth operation of the Front Desk while delivering exceptional customer service at every stage of the guest journey. You will be responsible for:
- Welcoming guests warmly upon arrival and assisting with check-in and check-out procedures
- Providing accurate information about the hotel, estate facilities, services, and local attractions
- Handling guest feedback, concerns, and complaints with professionalism, empathy, and efficiency
- Anticipating guest needs and delivering personalised service wherever possible
- Building relationships with repeat and regular guests to encourage loyalty and repeat business
- Allocating rooms appropriately while considering guest preferences and requirements
- Assisting with the management and processing of lost property
Front Desk Operations
- Operating the Rezlynx property management system accurately
- Processing activity bookings, reservation amendments, upselling opportunities, cancellations, and payments
- Maintaining accurate guest records, billing information, and guest profiles
- Handling credit card transactions and end-of-shift reconciliations
- Contacting arriving guests to finalise stay details and assist with special requests
- Preparing guest itineraries, pre-arrival correspondence, and VIP arrangements
- Supporting colleagues across Front of House, Hosts, and Reservations when required
Communication & Coordination
- Liaising effectively with Concierge, Housekeeping, Maintenance, Country Club, and Food & Beverage teams to ensure seamless guest service
- Communicating guest preferences, special occasions, and VIP requirements clearly
- Answering telephone calls and emails professionally and efficiently
- Attending daily operational meetings and communicating key guest information
- Taking ownership of guest issues and ensuring effective follow up and reporting
Standards & Compliance
- Maintaining high standards of professionalism, grooming, and presentation
- Following all hotel policies, procedures, and brand standards
- Adhering to health & safety, GDPR, and security procedures at all times
- Maintaining complete guest confidentiality and discretion
What We're Looking For
- Exceptional communication and interpersonal skills
- Outstanding customer service with confidence and professionalism
- Ability to remain calm and organised under pressure
- Excellent organisational and time management abilities
- Ability to work well both independently and as part of a team
- Attention to detail and a proactive attitude
- Reliability, punctuality, and commitment to delivering high standards
Experience & Qualifications
- Previous experience in a hotel or customer service environment is desirable but not essential
- Experience using Rezlynx is advantageous
- Competent using Microsoft Office
- GCSE Grade 4/C or above in Maths and English
- Flexible to work shifts, including weekends and bank holidays
Package description
At Swinton Estate we take pride in recognising and rewarding the dedication of our team members. Alongside competitive pay and monthly TRONC, our team enjoys an exceptional range of benefits designed to enrich both work and life. With 30 days' annual leave - pro rata for part time (including bank holidays) and access to the NEST pension scheme for eligible team members, we're committed to supporting your wellbeing, security, and professional growth.
Working with us means becoming part of a team that values quality, care, and genuine hospitality in everything we do. A few of the exclusive privileges our team enjoy include:
- Access to the Country Club and Spa facilities
- 50% discount on food and beverage for you and up to 5 guests
- 50% discount on spa days for you and up to 3 guests
- Swinton Park Hotel and Swinton Bivouac stays for yourself, friends and family
- And many more!
Guest Services Assistant in Masham employer: Job Search Place Limited
Located in the stunning countryside, Swinton Estate offers a supportive environment with benefits like 30 days' annual leave and access to exclusive facilities. The team is committed to delivering high-quality service and fostering professional growth through bespoke learning opportunities.
