Front Office Agent

**Salary: £27,495 to £31,005**

**Gratuities are allocated on a points basis, depending on development tiers. Although variable, average levels are projected as being from £153 to £460 per month.**

**Hours: 45 hours per week.**

**Be part of a great team.**

**Work in a stunning location.**

**THE ROLE OF FRONT OFFICE AGENT**
The Front of House team at The Gilpin Hotel & Lake House play an integral part of the Guest Experience, from greeting all guests as they step from their vehicles, to waving them off at the end of their stay - and everything in between to ensure their stay is the most enjoyable and wonderful experience they have ever had in a 5* hotel. No job or request is too small for this team and for this busy group, the teamwork required is undeniable and unique.

**A Front Office Agent**
- Welcomes guests with a smile and is generally the first point of contact.
- Responsible for keeping the main reception area and the cabin clean and tidy.
- Ensures that the Gilpin buggies are kept looking presentable and clean as they carry guests around the site.
- Reads and acknowledges all handovers and guest issues in order to be aware of any issues.
- Carries a radio at all times to be able to communicate with other teams efficiently.
- Follows expected radio procedure and is mindful of what is communicated and how.
- Answers the main phone politely, with a smile and responds to requests accordingly and in a friendly manner.
- Reports any maintenance issues using the correct procedure and in a timely manner.
- Monitors check in sheets and contact guests ahead of arrival to answer queries and prepare for arrival.
- Checks the evening handover sheet to ensure any relevant issues are brought to the team’s attention.
- Has pride in their appearance, and is dressed in a smartly presented uniform, with long hair tied back or up.
- Staffs the reception welcome cabin to ensure a warm welcome is extended to all arrivals.

**Skills and Experience Required for the Role**:

- Previous experience in a similar level of establishment is preferred.
- Previous Front of House and guest facing experience is essential
- Experience with the booking system, Reslynx is essential with ResDiary and Trust Payment experience desirable.
- Strong teamwork and communication skills to effectively collaborate with the FOH team.
- Flexibility to work evenings, weekends, and holidays, as per the demands of the business.
- The ability to handle complaints and deal promptly with any issues, using tact, diplomacy and with a smile is required.
- Good health and a general level of fitness is required as carrying and moving luggage is an essential part of this role.
- Is adaptable to rota changes and is able to respond to urgent issues in a helpful and calm manner, prioritising guest welfare in the first instance.

**LIVING AND WORKING IN THE LAKE DISTRICT**
Work hard but really enjoy your days off? There's nowhere better to do that than in the beautiful Lake District. As well as the traditional hospitality jobs at Gilpin Hotel and Lake House, you can also be an accountant, an electrician, a marketeer, and much morethe opportunities are endless

**LOVE & LAUGHTER - WE LOVE WHAT WE DO - JOIN US AS OUR FRONT OFFICE AGENT**
Many of our guests come to Gilpin for very special celebrations, investing time, money, expectations, memories and feelings into their stay with us. Our job is to help create the magic, sowing the seeds for lasting happy memories with five star service, and a lot of love and laughter.

**THE WORLD IS YOUR OYSTER - WE WILL TRAIN & DEVELOP YOU**
Our aim is to grow and encourage our team to develop from the day they first join us, right through their time with us. We’ll give every team member the skills and knowledge they need to do their jobs and will then support them to get the career they want. We are happy, delighted even, when people tell us they want to grow into new or difference roles too.

**WHAT’S IN IT FOR ME?**

**SOCIAL**
Staff social events, activities and parties throughout the year.

**FOOD**
Home-cooked meals on shift. A breakfast of toast and cereal is free, and available at all times. We also have snacks and tasty treats available throughout the day.

**GYM MEMBERSHIP**
Free use of a local gym fitness room and classes, swimming pool, steam room, sauna and hot tub.

**TREATS - DINING & HOTEL STAYS**
Discounted rates in our restaurants, as well as amazing opportunities to stay at other Relais & Châteaux and Pride of Britain hotels from just £150 per night

**FRIENDSHIP & FUN**
There are around 150 of us in Team Gilpin, but we’re not a big international hotel. We love what we do and believe it’s important to have a friendly warm atmosphere behind the scenes as well as out front. We are family run with a strong team of managers who really look after, look out for and nurture our teams. We have a lovely, friendly, close-knit team, where great friendships are made (often long term). We believe in enjoying what we do