Company Description
At Gilpin Hotel & Lake House, we proudly offer two distinct luxury establishments situated on separate estates, yet operated seamlessly as one cohesive team. Whether you opt for the laid-back ambiance of Gilpin Hotel or the distinct combination of hotel and country house at Gilpin Lake House, your experience with us is designed to be effortlessly harmonious.
Gilpin Hotel & Lake House are part of the prestigious Pride of Britain Hotels and we are proud to be one of the 580 members of Relais & Châteaux, an association of worldwide independent hotel and restaurant owners.
Job Description
To provide an exceptionally high level of service to all of our guests. Ensuring all procedures are followed, guest satisfaction is high, and standards are always maintained. Being a team player in all aspects which the role involves.
To excel in this role, you’ll be someone who:
- Hosting and looking after guests throughout their Gilpin journey. Ensuring guest satisfaction is extremely high and you are constantly going above and beyond.
- Ensuring Love and Laughter is delivered to our guests and having a clear understanding of the programme.
- Ensuring all areas of the house are kept clean and tidy to a high standard.
- Reading function sheets that are running on your shift and having a very clear understanding of the functions before arriving for your shift.
- Taking orders for Gilpin Spice room service and setting up the room service tables accordingly.
- Completing the admin for the following day: Arrival List, Departures List, Residents List, checking spa trails, updating the facilities board, checking dining times, cross checking reg cards and ensuring all L&L have been done for the day.
- Ensuring maintenance issues and guest issues are posted on Gilpin Academy should they arise.
- Assisting with bedroom cleans / laundry / turndowns.
- Acknowledging Special Occasions to all of our guests and ensuring each guest is addressed by name and you have a confident understanding of each resident’s profile.
- Assisting in all aspects of the Lake House departments (reception, housekeeping, FOH etc.)
- Having a basic bar knowledge and understanding how to operate the EPOS System to charge drinks accordingly.
- Having excellent English written and verbal, and being able to reply to Loop messages quickly but professionally.
- Understanding of the Fire Evacuation process at Lake House.
- Understanding what to do in the case of an emergency at the Lake House; whether that be fire, water shortage, electricity cuts. Who to contact should an emergency arise.
- Having an understanding of the breakfast service and be able to set up tables for breakfast accordingly. Able to take breakfast orders for room services.
- Having an understanding of the diary planner. How to check and print guest invoices. How to go into guest profiles.
- Keeping all public areas clean and tidy always; toilets, kitchen, lounge, hallway, all public spaces. Ensuring regular cleaning and hoovering of these areas are done.
- Delivering drinks and food to guests and serving these as per the standards set by the HOD.
- Ensuring all guests are returned back to the Lake House from Gilpin and greeted by a Host. Ensuring all guests have had wonderful experiences.
- Having excellent local knowledge and am able to speak to guests to recommend days out or places to go.
- Upselling confidently should there be availability; whether this is in SOURCE or Gilpin Spice, Spa, or Spa Products.
- Encouraging feedback from guests and encourage guest reviews on sites such as Gilpin Academy if it is appropriate with the guest.
- Carrying out Lake House banking at the end of the night and confident in making it balance, completing the banking sheet as per the SOPs. Understands what to do if the banking does not balance.
Qualifications
- Exceptional Customer Service skills
- Excellent written and verbal communication skills
- Be hardworking, dedicated, and passionate about hospitality
- Be a team player, but work well individually
- Be hardworking and willing to learn. Be a team player and team motivator.
- Look immaculate at all times. Uniform pressed, shoes polished.
- You will ideally be a driver with a clean driving licence
Additional Information
Salary: from £25,480 to £27,560
Gratuities are allocated on a points basis, depending on development tiers. Although variable, average levels are projected as being from £240 to £550 per month.
Hours: 40 hours per week.
- Canteen
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Free or subsidised travel
- Gym membership
- On-site parking
Relocation assistance may be available
Staff transport provided free between staff houses and hotel