House Host/ess

4 weeks ago

Central London, London, United Kingdom Maison Estelle Full time

Maison Estelle is a private club set in a Grade I-listed Georgian townhouse on Grafton Street, Mayfair. A hosted home, bringing people together that have plenty to say and nothing to prove. A new school club (no rules), with old school values of personalised service and discretion.

Work in an environment where you can bring your whole self to work, where youre empowered to be the very best you can be. Our values are at the core of everything we do and every decision we make. We have four pillars (HOST): humble, own it, spirited and togetherness. These pillars influence every experience that we deliver, both for our members and with each other.

As a House Host/ess you will be responsible for creating a warm and welcoming first impression for our members. You will manage the entire guest journey from pre-arrival to post-visit, answer any member enquiries and strive to go the extra mile to ensure every member receives genuine and personalised service. You should uphold the highest standards and ensure the member experience is always in line with our standards.

BENEFITS

  • Frequently have Sunday Off
  • WSET qualifications
  • Taxi allowance of £20 for late shift finishing after 1am
  • 28 days holiday inclusive of bank holidays (increasing with length of service), pension and life assurance.
  • Inclusion in the Tronc scheme.
  • A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
  • Goes without saying, but we will feed you during your shift.
  • Lots of opportunity to develop your skills and progress internally.
  • Regular team get togethers, from regular team drinks to bi-annual parties.
  • Opportunities to join one of our committees and influence how we do things, how we socialise and how we support the local community.
  • Great incentives and reward programmes including recommend a friend bonuses, employee of the month and much more.

WHAT YOU WILL DO

The key responsibilities for this role will include but are not limited to:

  • Creating a warm, welcoming and lasting impression for our members.
  • Striving to build genuine relationships with all members.
  • Providing genuine, attentive, natural, and friendly service to our members in order to reflect our standards.
  • Answering phone calls, taking reservations and answering questions or queries members may have and ensure all follow up is carried out promptly.
  • Being always immaculately presented in the correct uniform.
  • Ensuring all member information is captured and recorded on their profiles.
  • Being aware of all VIP members and their guests visiting us and ensuring their experience is tailored appropriately.
  • Anticipating members needs and providing them with a personalised experience.
  • Ensuring the reception area is tidy, presentable and fully stocked with all necessary stationery and materials.
  • Feeling empowered making a decision that will enhance the member experience or defuse any complaints which may arise.
  • Ensuring any issues that may arise are dealt with immediately and to conclusion, logged accurately and promptly followed up.

WHO WE ARE LOOKING FOR

  • Previous host/ess experience in a busy and high-volume hospitality operation.
  • Computer literate (MS Office, SevenRooms, CRM systems)
  • Planning ability; able to work unsupervised.
  • Attention to detail, able to identify mistakes and request clarification.
  • Excellent time-management skills; comfortable prioritising what is important during busy periods.
  • Excellent communication skills and comfortable talking to colleagues, senior management, and members.
  • Strong command of English.
  • A genuine passion for hospitality and hosting.

AMRT1_UKCT

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