Customer Service Representative

2 months ago

Thornbury, South Gloucestershire, United Kingdom Relais & Châteaux Full time

**Job Summary**

Relais & Châteaux at Thornbury Castle is seeking a highly skilled and enthusiastic Front Office Team member to join our professional and hardworking team. As a Receptionist, you will be the first point of contact for our guests, creating a warm and welcoming atmosphere that sets the tone for their stay.

**Key Responsibilities**

  • Provide exceptional customer service to guests, responding to their queries and resolving any issues in a timely and professional manner.
  • Check guests in and out of the hotel, making reservations and restaurant bookings as required.
  • Use the Opera Front Office System to manage guest information and take payments.
  • Assist guests with their luggage and escort them to their room, navigating the castle's unique spiral staircases.
  • Provide guests with information about the castle's history, amenities, and local activities, helping them to make the most of their stay.
  • Respond to telephone and in-person queries regarding reservations, hotel information, and guest concerns.
  • Work collaboratively with the Front Office Team to ensure seamless communication and a high level of service.

**Requirements**

  • Experience in a similar role, ideally in a 4* or above establishment.
  • IT proficiency with strong working knowledge of Excel & Microsoft Word, preferably experience on Hotel PMS systems.
  • Proficient in verbal and written English.
  • Ability to work across multiple projects efficiently and adapt to changing priorities.
  • Passion for excellent organisation and customer service skills.
  • Attention to detail and proficiency in verbal and written English.
  • Desire to exceed guest expectations and provide a truly memorable experience.

**What We Offer**

  • A competitive salary of £23,795 per annum (dependent on experience).
  • A full-time permanent position with 40 hours per week worked over 5 days on a rota basis.
  • An additional share of service charge and tips (estimated £2,000 per year).
  • A comprehensive benefits package, including 28 days' holiday, paid day off on your birthday, sickness benefit, and complimentary stay at the castle after 3 months' probation.
  • Opportunities for career development and training, including internal and external programs.
  • Uniform and meals provided while on duty, free parking, and staff and family rates on hotel accommodation and discounts on food and beverage.

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