Hotel Receptionist Supervisor in Bristol

Relais & Chateau at Thornbury Castle are seeking a Hotel Receptionist Supervisor to join our hard working and professional Front Office Team. You will be working in a unique and beautifully restored Castle and be someone who has the passion to deliver truly memorable and impressive 5* experiences for our guests.

Set on 15 acres of beautiful land, Thornbury Castle Hotel is the only Tudor Castle operating as a hotel in England. The Castle has undergone a multi-million pound refurbishment program bringing back to life the regal grandeur of its past. Located 20 minutes’ drive from Bristol, it offers 26 rooms and suites, an award-winning restaurant, bar and two unique meeting and conference spaces. Our company goal is to deliver “refined and personalised hospitality” to enable our hotel to be a place where all guests can relax, enjoy themselves and have a break from normal life.

Job Description:

• £27,330 per annum
• Full time permanent position – 40 hours per week worked over 5 days on a rota basis Monday to Sunday (8 hours shifts between from 7 am to 11 pm) full flexibility required
• An additional share of service charge and tips (estimated 2k per year)

You will be the first person to welcome our guests into the hotel and will be ready to make that unique first impression with confidence. Responsibilities include:

• Checking guests in and out of the hotel, making reservations, restaurant bookings and helping guests organise their stay.
• Strong IT skills in Microsoft Office, alongside running reports and creating any other reports as required.
• Use the Opera Front Office System to check in and check out guests and take payments.
• Ability to tackle the original spiral staircases and assist guests with their luggage and escort them to their room (there is no lift).
• Providing guests with information about our incredible castle and the full hotel services along with any activities that they can book up in the local area.
• Excellent communicator and listener with a creative and positive attitude able to address any of our guests’ requirements.
• Responding to telephone and in-person queries regarding reservations, hotel information and guest concerns in a timely fashion.
• Using suggestive selling techniques to increase room bookings and revenue.
• Supervising daily shifts, guiding staff through their daily duties to ensure all team members adhere to procedures and are friendly and attentive to guests’ needs.
• Maintaining a positive and professional work environment.
• Ensuring outstanding customer care at all times.
• Helping to coordinate the reception team, directing the workflow and processes of the front desk.
• Resolving issues/problems and coaching and counselling the front desk team members to ensure a quality operation.
• Building strong relationships and coordinating with other departments.
• Helping the Front of House Manager to coach and train the team.
• Taking responsibility in the absence of the Front of House Manager.

Qualifications:

• Experience in a similar role, ideally in a 4* or above establishment.
• IT proficient with strong working knowledge of Excel & Microsoft Word, preferable experience on Hotels PMS.
• Proficient in verbal and written English.
• Capability to work across multiple projects efficiently and adapt accordingly.
• A passion for excellent organisation and customer service skills.
• Attention to detail and proficiency in verbal and written English.
• Desire to exceed guest expectations.

Additional Information:

• 28 days holiday including bank holidays.
• An additional paid day off on your birthday.
• Complimentary stay at the Castle after 3 months’ probation period successfully passed.
• Training programs via internal & external professionals and access to online training facilities.
• Staff and family rates on hotel accommodation and discounts on food and beverage.
• Recognition programmes.
• Uniform and meals provided whilst on duty and free parking.