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Job description

About the role

The clue is in the name: Placemaker. You make Birch always look, sound and feel right.

Rather than stuck in reception, you are home everywhere around the property, delivering a fantastic welcome and ensuring all aspects of our customers' stay are smooth and "ready to go". You are the main pin that holds together every aspect of the guests' stay.

For this role more than any, a job description is not just a list of tasks to complete while you're at work. A great Placemaker uses their head (and heart) for a job well done.

About you

• You are thorough, show empathy, use an eye for beauty, bring your best energy and seek to understand how your work affects Birch as a whole.
• You deliver high-quality service, maximize all sales opportunities and control costs as per budget in order to exceed expectations.
• You think of the bigger picture without missing the details; you know the business, strive to anticipate the needs of the operation.
• You provide an exceptional guest experience; you are memorable in every interaction and take pride in and ownership of your work.
• You display excellent communication within the department and with all other departments
• You are intentionally memorable in every interaction with guests and members. This is WHAT you do as much as HOW you do it. Make every guest feel genuinely looked after by attuning to their needs and being intentional with your body language and tone of voice.
• You listen, own and resolve simple guest issues; you work together with the SPM to deal with more difficult complaints and escalate where appropriate. Use each occasion as an opportunity to establish rapport and create special experiences that will make the last impression a positive one.
• Promote the Cultural and Wellness programming to members and guests
• Ensure all emails are actioned regularly
• Action VIP amenities and all other guests' requests to a high standard to provide a smooth, memorable experience
• Implement existing and contribute to developing new opportunities to add value to guests' experience
• You build in-depth knowledge of names, line of work, background info, F&B preferences for as many frequent members as possible
• You work closely with Membership team to feedback and improve on highs and lows of members' experience, and to ensure positive members' experience

About Us

Birch creates spaces where you can rest, explore, connect, work, taste, move or dance as you wish – all in one place.

Each space is designed to act as an escape from urban living, a chance to release and reset, free from the judgements, expectations and constraints of daily life. Employing art, food, health (mind & body), craft, music and nature as our brand pillars, think Summertime pool parties at the Lido, making bread in our immersive bakery, ceramics workshops in our in-house potters’ room or a boutique spin class in our Wellness Centre.

Staff perks include:

• Free access to gym, sauna and outdoor Lido
• Cycle to work scheme
• 30% off food and beverage and discounted room rates
• Friends and family discount on accommodation and our restaurant and bars
• Free yoga and free access to all Cultural Programming classes

Job Type: 27 Hours guaranteed weekly, with full time rota at least 45 weeks a year

Salary: £10.00-£11.00 per hour

Hours: Shift pattern : 06:30-15:00 / 10:00-18:00 /15:00-22:30

Job Type: Permanent

Salary: £10.50-£11.00 per hour

Benefits:

• Casual dress
• Cycle to work scheme
• Discounted or free food
• Employee discount
• Free or subsidised travel
• Gym membership
• On-site parking
• Referral programme
• Wellness programme

Application question(s):

• Why is our name Birch (handle.silk.comet)?
• Why do you want to work with us at Birch?
• Describe a time you received excellent service.
• What is your favourite thing about yourself?
• What is the best interview question you've ever been asked?
• Recommend us a good book. Why?
• Are you able to travel to Birch Community? Lieutenant Ellis Way, Cheshunt, Goff's Oak, Waltham Cross EN7 5HW
• Can you support across this shift Pattern: 06:30-15:00 / 10:00-18:00 /15:00-22:30?

Work Location: One location