Host / Reception Team

Overall aim of the job:
An exciting opportunity has arisen to join the front-of-house team at West Court Retreat. As part of our commitment to enhancing customer experience, we are seeking a host to contribute to delivering exceptional service while embarking on their own journey with the Nirvana Collection.

The ideal candidate will be a key point of contact for guests, helping ensure seamless service throughout their stay and beyond.

Please note, West Court Retreat is not on a public transport route, so please consider necessary travel arrangements.

Key Responsibilities:

• Provide exceptional and attentive customer service at all times, ensuring a positive experience for every guest.
• Act as the primary point of contact for guests, handling all inquiries and requests in a professional and empathetic manner.
• Respond promptly to both positive and negative feedback, addressing concerns with a proactive can do attitude.
• Build strong, lasting relationships with guests, ensuring their needs are met during their stay and beyond.
• Hotel Administration & Booking Support:
• Handle all aspects of hotel booking administration, including face-to-face interactions, phone calls, and email communications.
• Ensure all booking and reservation details are processed accurately and efficiently.
• Coordinate concierge services such as arranging taxis, making restaurant reservations, and organising transport to Nirvana Spa or Gym 108.
• Operational Support:
• Follow standard operating procedures and departmental expectations to maintain consistency and quality of service.
• Raise any IT, Maintenance, Health & Safety, or other operational issues with the relevant team to ensure swift resolution.
• Manage shift schedules, adapting to the businesss needs, including early starts, late finishes, and weekend or bank holiday shifts.

Skills & Competencies:

Previous experience in customer service, preferably in hospitality or leisure.

• Strong attention to detail, with the ability to work accurately and efficiently.
• Ability to manage and prioritise tasks effectively, working independently and as part of a team.
• Self-motivated with a proactive attitude and problem-solving mindset.
• Proficient in computer-based programs, particularly Microsoft Outlook, Word, and Excel.
• Excellent communication and interpersonal skills, with a positive, can-do approach to guest interactions.
• Flexibility to work varying hours, including early mornings, late evenings, weekends, and bank holidays.

What well offer you:

• Full Membership to Nirvana Spa and Gym 108
• Life Assurance (4 x Annual Salary)
• Medical Cash plan *
• Thrive Mental Health App
• Complimentary guest passes
• Discounts on selected products
• Company sick pay *
• Recognition & reward company days out
• Paid breaks
• Employee Referral Scheme

(* upon successful completion of probationary period)

Equal Opportunities

Nirvana Spa and Leisure Ltd recognises that discrimination in the workplace in any form is unacceptable and in most cases unlawful. We have therefore adopted an Equal Opportunities Policy to ensure that all job applicants and employees are treated fairly and without favour or prejudice. We are committed to applying this policy throughout all areas of employment, recruitment and selection, training, development and promotion. In all situations, people will be judged solely on merit or ability.

We will ensure that no job applicant or employee receives less favourable treatment on the grounds of race, colour, nationality, ethnic, or national origin, sex, marital status, sexual orientation, disability, political opinion/affiliation, age, religion or belief. Our application form will be as simple and straight forward as possible and we will not ask for unnecessary information. Interview questions will be related to the requirements of the job and we will not seek irrelevant qualifications. Applicants will be short listed/selected solely on the basis of capability.

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