Guest Services Assistant in Masham

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. Combining luxury, warmth, and outstanding service, we are equally committed to sustainability, wellbeing, and providing a supportive environment where our people can thrive.

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.
• Remain calm and organised under pressure.
• Excellent organisational and time management abilities.
• Works well both independently and as part of a team.
• Demonstrates 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. From exclusive access to our award-winning facilities and exciting employee events, to wellbeing initiatives and bespoke learning opportunities, every detail reflects our dedication to excellence. 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!