Guest Service Agent - Burton-on-Trent

Guest Service Agent - Hoar Cross Hall Spa Hotel Opportunity has arisen for a quality Guest Service Agent to join our dedicated, driven and aspirational team. About us... Set in 50 acres of quintessential English countryside, Hoar Cross Hall Spa Hotel is a Grade II listed stately home retreat that pairs period style with modern luxury and attentive service. Far from imposing strict rules, regulations and regimes, the focus at Hoar Cross hall is on balancing the body and mind, restoring a sense of calm and promoting a general feeling of well being. Hoar Cross Hall has undergone a significant period of refurbishment and upgrade in 2015, making it now one of the most sought-after destination spa hotels in the UK, with levels of service to match. Our Vision Creating memorable experiences, first time, every time Our Mission Our journey is unique Our people are our strength Our guests are our passion About you To live and breath the company's mission, Vision and Commitments of People, Quality and Results. To manage all bar outlets, achieving business objectives through guest focused service delivery. Ensure bars operate efficiently and profitably while maintaining the reputation and ethos. Responsible for the business performance, as well as maintaining high standards of service, and health and safety Your Role: To have a good overall understanding and knowledge of the day spa, hotel and bedroom facilities To have a good overall understanding and knowledge of the PMS system To understand the hotels/departments policies & procedures and adhere to at all times To be flexible with shift patterns in line with the needs of the business To attend training sessions as and when required To have a good overall understanding and knowledge of the Hotel's brochure advertised spa day and overnight packages To have a good overall understanding and knowledge of any special offers which are distributed as and when To have a good overall understanding and knowledge of the Hotel's treatment menu To ensure that excellent guest service is given at all times in a friendly yet professional and efficient manor To answer all phone calls to company standard and in a professional manor at all times To advise/offer alternatives and selling of all packages/treatments and to obtain all relevant information from the guest in order to the take the full reservation following company procedures To upsell at all given opportunities such as room upgrades, additional treatments, flowers etc To enter all spa day and overnight bookings into the PMS system, accurately and to the required standard To enter all treatment bookings into the PMS system, accurately and to the required standard. Ensuring that maximum occupancy levels of treatment rooms are utilised at all times To ensure that gift vouchers intended to be used as part of full payment are checked that they are within their validity date To prepare and send accurate brochure requests/confirmation correspondence to guests To process all payments received to the required standard To reconcile at the end of each day for all payments taken as an individual/department To complete any additional daily general administration tasks as per the departments daily shift procedure to assist in the efficient day to day running of the hotel & spa i.e. checking of day spa/overnight arrivals, day spa/overnight reservation checks, preparing of schedules To reply to all email enquiries accordingly and with accuracy/correct information, within the company timescale To keep up to date with the entering of data from completed health commitment statements, ensuring the details are entered accurately and to the required standard Daily filing of all spa day/residential/treatment correspondence To have an understanding of the departments/hotels revenue targets As and when required, to cover shifts on the switchboard which includes; answering all incoming calls into the hotel and diverting accordingly, taking of phone messages, replying to all enquiry emails, dealing with appropriately all on line bookings along with inputting of reservations via 3rd party sites such as Secret Escapes. As and when required, to cover shifts on the day spa reception which includes; checking in and checking out of day guests from the day spa, dealing with payments, being the point of call for any information required from day guests along with preparing of schedules for the following day arrivals We can offer: Uniform Leisure Membership Meals Provided Discounts in the Retail Shop, Food and Beverage Outlets, Treatments and overnight stays. Pension scheme Recruit a friend Scheme Induction and training programme Flexible working arrangements to help balance work and home life We are an Equal Opportunities employer and welcome applications from all sectors of the community. Job Type: Full-time Working 5 days out of 7 on a rota basis and that the office is open from 8am-8pm.