At a Glance
- Tasks: Welcome guests, handle reservations, and ensure exceptional service throughout their stay.
- Company: Join the passionate team at Swinton Estate, known for luxury and sustainability.
- Benefits: Enjoy competitive pay, 30 days annual leave, and exclusive discounts on food and spa services.
- Other info: Be part of a supportive team with excellent career growth opportunities.
- Why this job: Create unforgettable experiences in a beautiful countryside setting while developing your hospitality skills.
- Qualifications: Strong communication skills and a passion for customer service; hotel experience is a plus.
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, handling reservations and enquiries, coordinating with multiple hotel departments, and anticipating guest needs to ensure every stay exceeds expectations.
Key Responsibilities
- Welcome guests warmly upon arrival and assist with check-in and check-out procedures
- Provide accurate information about the hotel, estate facilities, services, and local attractions
- Handle guest feedback, concerns, and complaints with professionalism, empathy, and efficiency
- Anticipate guest needs and deliver personalised service wherever possible
- Build relationships with repeat and regular guests to encourage loyalty and repeat business
- Allocate rooms appropriately while considering guest preferences and requirements
- Assist with the management and processing of lost property
Front Desk Operations
- Operate the Rezlynx property management system accurately
- Process activity bookings, reservation amendments, upselling opportunities, cancellations, and payments
- Maintain accurate guest records, billing information, and guest profiles
- Handle credit card transactions and end-of-shift reconciliations
- Contact arriving guests to finalise stay details and assist with special requests
- Prepare guest itineraries, pre-arrival correspondence, and VIP arrangements
- Support colleagues across Front of House, Hosts, and Reservations when required
Communication & Coordination
- Liaise effectively with Concierge, Housekeeping, Maintenance, Country Club, and Food & Beverage teams to ensure seamless guest service
- Communicate guest preferences, special occasions, and VIP requirements clearly
- Answer telephone calls and emails professionally and efficiently
- Attend daily operational meetings and communicate key guest information
- Take ownership of guest issues and ensure effective follow-up and reporting
Standards & Compliance
- Maintain high standards of professionalism, grooming, and presentation
- Follow all hotel policies, procedures, and brand standards
- Adhere to health & safety, GDPR, and security procedures at all times
- Maintain complete guest confidentiality and discretion
What We’re Looking For
- Exceptional communication and interpersonal skills
- Outstanding customer service with confidence and professionalism
- Calm and organised under pressure
- Excellent organisational and time management abilities
- Works well both independently and as part of a team
- Attention to detail and a proactive attitude
- Reliable, punctual, and committed to delivering high standards
Experience & Qualification
- 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 (including Cookery School and Chefs Table) 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 employer: Swinton Estate
At Swinton Estate, we pride ourselves on being an exceptional employer, offering a supportive and vibrant work culture that prioritises employee wellbeing and professional growth. As a Guest Services Assistant, you will enjoy competitive pay, generous benefits including 30 days of annual leave, and exclusive access to our luxurious facilities, all while working in the stunning countryside setting of Swinton Park Hotel. Join our dedicated team where your contributions are valued, and every day presents an opportunity to create memorable experiences for our guests.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Services Assistant
✨Get a Taste of the Scene
Try visiting local eateries and asking if they have any full-time positions available. Many hospitality jobs aren’t advertised online, so popping in for a chat can give you an edge and show your enthusiasm!
✨Network at Food Festivals
Food festivals and culinary events are buzzing with industry connections. Attend these to meet restaurateurs and other food service pros; you never know who might be looking for their next star employee!
✨Show Off Your Skills
Create a short video showcasing your cooking or customer service flair. Post it on social media or even send it directly to places you want to work at, like Swinton Estate. It’s a fun way to stand out and demonstrate what you bring to the table!
✨Reach Out Directly to Swinton Estate
Don't be shy about reaching out to Swinton Estate directly through their website. Express your interest in available roles and attach your CV, showing your genuine eagerness to be part of their team. Personal touches can go a long way!
We think you need these skills to ace Guest Services Assistant
Some tips for your application 🫡
Show Off Your Service Experience:In the hospitality-food-service world, your experience is key! Make sure to highlight any previous roles you've had in restaurants, cafes, or catering. We want to see your customer service skills shine, so include specific examples where you went above and beyond for clients.
Certificates Matter:If you’ve got any relevant certifications, like food safety or bartender training, flaunt them! They can really set you apart from the crowd and show us your dedication to the industry. Just make sure to mention them clearly in your CV or cover letter!
Craft a Genuine Cover Letter:Take the time to write a personal cover letter that reflects your passion for hospitality. Share why you’re excited about Swinton Estate and how your skills can contribute to our team's success. We're after that genuine connection!
Highlight Your Team Spirit:In full-time roles, teamwork is everything! Emphasise your ability to work collaboratively in busy environments. Mention any experiences where you’ve effectively collaborated with colleagues or managed conflicts — it's just as important as your technical skills!
How to prepare for a job interview at Swinton Estate
✨Show Your People Skills
In hospitality, customer service is everything! Be ready to showcase examples of how you've engaged with customers positively. Maybe you turned a tough situation around or went that extra mile for a guest—let’s hear those stories!
✨Know Your Menu Inside Out
Expect some technical questions about food and drink, especially if you're applying for a kitchen or service role. Brush up on the menu items, including ingredients and any potential allergens. If you’ve got any favourite dishes or cocktails, have a little something prepared to discuss, too!
✨Demonstrate Your Team Spirit
Hospitality thrives on teamwork, so think of examples where you've worked well with others in a fast-paced environment. Be prepared to discuss what makes a great team member and how you contribute to a positive working vibe. They’re looking for that 'good fit!'
✨Get Ready for a Practical Test
In full-time food service roles, don’t be surprised if they want to see your skills in action. Whether it's serving a table or prepping a dish, be mentally prepared for a practical test during the interview. Practice makes perfect—a little dry run with friends could give you the edge!
