Full-time position - Competitive Salary (depending on experience)
Be the face of Sopwell House, create memorable first impressions and make every guest feel welcome and at home
Your country home away from home, nestled within 12 acres of picturesque Hertfordshire countryside. Sopwell House is a luxurious, family-owned Georgian country house hotel offering timeless elegance and modern comfort. We're proud to be a place where exceptional service is delivered with warmth, pride and purpose.
At Sopwell House, we live by our Vision, Purpose and Values.
We are dedicated to creating a world of 'Perfect Contentment' for both our team members and guests alike, 'Spreading kindness one act at a time' along the way. Our team pride themselves on 'Performing with Drive and Serving with Soul' in everything we do.
As a Guest Service Assistant, you will play an important role in creating an exceptional first and last impression for our guests. Working as part of the Front Office team, you will undertake a varied and hands-on role incorporating doorman, porterage, concierge and driving responsibilities.
From welcoming guests at the entrance and assisting with luggage to managing vehicle movements and providing transport assistance, you will help ensure every arrival and departure is smooth, welcoming and effortless.
This is a role for someone who genuinely enjoys looking after people, takes pride in their appearance and work, and understands that the smallest gestures can make the biggest difference. You will be a visible and approachable presence around the hotel, helping guests feel recognised, looked after and at home throughout their stay.
Your role in our family:
- Welcome guests on arrival with warmth and professionalism, creating a positive first impression of Sopwell House.
- Maintain a visible and welcoming presence at the hotel entrance, opening doors and assisting guests with their arrival and departure.
- Assist guests with their luggage, escorting them to their bedrooms and familiarising them with the facilities and features of their accommodation.
- Assist with the safe parking, retrieval and movement of guest vehicles, following hotel procedures and taking appropriate care of guests' property.
- Undertake driving duties when required, including guest transfers and local transportation, ensuring a safe, professional and courteous service.
- Provide a friendly and efficient departure experience, assisting with luggage, transport arrangements and any final guest requests.
- Develop a good knowledge of the hotel, including bedrooms, restaurants, Cottonmill Spa and the wider facilities, confidently sharing information and recommendations with guests.
- Support the team with concierge duties, including arranging taxis, assisting with directions and providing information about local attractions and experiences.
- Assist with guest enquiries and requests, taking ownership where possible and ensuring anything requiring further assistance is passed to the appropriate colleague.
- Ensure guest luggage, deliveries and other items are handled carefully and delivered to the correct location.
- Maintain the presentation and organisation of the entrance, lobby, forecourt and associated Front Office areas, ensuring they are clean, tidy and welcoming at all times.
- Work closely with Guest Service Agents, Guest Service Managers and colleagues across the hotel to ensure a seamless guest journey.
- Be proactive in identifying opportunities to enhance the guest experience, going beyond expectations whenever possible.
- Follow all hotel procedures, including Health & Safety, security, vehicle handling and safe manual handling practices.
What we're looking for:
- A genuine passion for hospitality and providing excellent guest service.
- A friendly, approachable and confident personality, with the ability to make guests feel welcome.
- A full, clean UK driving licence is essential, with confidence and experience driving a range of vehicles.
- Excellent communication and interpersonal skills.
- A proactive, hands-on approach, with the ability to anticipate guest needs and use your initiative.
- A good level of attention to detail and pride in maintaining high standards of personal presentation and the surrounding environment.
- The ability to work effectively as part of a team and build positive relationships with colleagues across the hotel.
- A flexible approach to working hours, including weekends and bank holidays, according to the needs of the operation.
- Physically able to undertake the practical aspects of the role, including luggage handling and being on your feet throughout the shift.
- Previous experience in a hotel, hospitality, doorman, porterage, concierge or customer-facing environment would be advantageous, although a positive attitude and willingness to learn are just as important.
Above all, we are looking for someone who enjoys looking after people, takes pride in delivering thoughtful service and wants to develop their career within luxury hospitality.
The best bit:
- Learning and Development: Access our digital learning platform, and various courses to enhance your knowledge and skills
- Health & Wellbeing: Benefit from our interactive health and wellbeing platform and Employee Assistance Program.
- Health care cash plans: take advantage of our Health Care cash plan benefits, including 24-hours access to a GP.
- Discounted food and beverage, accommodation and spa for you and your family
- Discounts on Spa treatments and Spa days in our award-winning Cottonmill Spa
- Discount on Spa products
- Refer a Friend Scheme: earn up to £1,000 referral fee when you recommend someone to work with us
- Preferred Hotel Group discounted global hotel rates
- Free staff meals and parking
Equal Opportunities
We're committed to creating an inclusive workplace where everyone can thrive. If you need any adjustments during the recruitment process, just let us know at [email protected]
Right to Work
Applicants must have the legal right to live and work in the UK. Proof of documentation will be required in line with the Asylum and Immigration Act 1996.
Other
Must hold a valid or EU Driving licence, for a minimum of 2 years and be at least 25 years of age to meet Insurance purposes
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