Customer Experience Ambassador

1 month ago


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

We are seeking a highly skilled and enthusiastic Customer Experience Ambassador to join our professional and hardworking Front Office Team at Relais & Châteaux Thornbury Castle Hotel.

Overview

The hotel is located on 15 acres of beautiful land, offering 26 bedchambers and suites, an award-winning restaurant, bar, and two unique meeting and conference spaces. Our goal is to deliver refined and personalized hospitality, enabling our guests to relax and enjoy themselves in a unique setting.

Responsibilities
  • Welcoming guests and creating a memorable first impression with confidence.
  • Checking guests in and out, making reservations, and assisting with organizing their stay.
  • Utilizing the Opera Front Office System to manage guest arrivals and departures, and handling payments.
  • Assisting guests with their luggage and escorting them to their rooms via the original spiral staircases.
  • Providing information about the castle, hotel services, and local activities to enhance the guest experience.
  • Responding to telephone and in-person inquiries regarding reservations, hotel information, and guest concerns in a timely manner.
Requirements
  • Experience in a similar role, preferably in a 4-star or above establishment.
  • IT proficiency with strong working knowledge of Excel, Microsoft Word, and Hotels PMS.
  • Proficient in verbal and written English.
  • Able to work across multiple projects efficiently and adapt accordingly.
  • A passion for excellent organization and customer service skills.
  • Detailed attention and proficiency in verbal and written English.
Benefits
  • An annual salary of £23,795 (dependent on experience).
  • A full-time permanent position with 40 hours worked over 5 days on a rota basis, Monday to Sunday.
  • An additional share of service charge and tips estimated at £2,000 per year.
  • 28-day holiday including bank holidays.
  • Paid day off on your birthday.
  • Sickness benefit after 6 months of service.
  • Complimentary stay at the castle after probation period.
  • Training programs and access to online training facilities.
  • Staff rates on hotel accommodation and discounts on food and beverage.
  • Recognition programs.
  • Career development programs.
  • Uniform and meals provided while on duty and free parking.
  • Opportunity to benefit from staff rates at Relais & Châteaux properties.


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