Guest Experience Executive - Accommodation Available - Maidenhead, Berkshire Maidenhead
Job description
Guest Experience Executive - Accommodation Available - Maidenhead, Berkshire
Cliveden’s story is one of over 350 years of powerful personalities, debaucherous parties and scandalous affairs. Built in 1666 by the 2nd Duke of Buckingham, as a gift to his mistress, Cliveden House has remained a pinnacle of intrigue and glamour throughout its illustrious history. The Grade I listed stately home retains much of the grandeur from its days as a private house, but this is mixed with an approachable and open welcome that instantly puts you at ease. Set in 376 acres of National Trust grounds and a short distance from London, Cliveden remains an extraordinary 5 star hotel that has to be experienced.
Aim of the Role
- Providing the personal touch and 5* service to all guests prior to arrival and during their stay
- To be responsible for and booking additional services including activities on and off site, transfers, external dining reservations, babysitting, itineraries, attraction tickets, flowers/celebration cakes
- To complete pre-arrival calls 1 week prior to guests arrival date to capture all missing booking information and upsell in house dining and spa reservations where possible.
- To be the main point of contact on site for guests who want to book services including dinner, spa, and activities once they arrive.
- Exceed all guest expectations and maximise revenue opportunities in every way
Responsibilities
- To have full product knowledge of the local area and attractions/activities offered on and offsite
- Be responsible for taking additional reservations for Cliveden House including rooms, food and beverage, spa in the absence of Central Reservations
- To communicate all the boat bookings and F&B picnic requests with the Reception, F&B and Kitchen teams on weekly and daily basis
- Be responsible for taking all the boat reservations
- To check room allocations on daily basis according to guests' requests and requirements with the potential of maximising rooms revenue when possible
- To perform e-standby upgrades when requested
- To respond to all the email enquiries sent to Reception mailbox
- To have knowledge of all systems for Cliveden House for rooms, spa, F&B, special events, activities
- To carry out 7 day pre-arrival calls for all reservations to ascertain any missing information and to upsell dining, spa and all hotels facilities. Run daily reports to check bookings arriving in 7 days
- To cross reference all activity and restaurant booking from the individual systems with Opera to ensure all information is correct and accurate and ensure booking notes up to date
- To be fully aware of the standards of performance as set out in the AA Mystery Guest Report and to adhere to them at all times
- Have a full knowledge of all special offers and promotions and to offer them where appropriate
- To be based in the events office and assist Reception and concierge during busy times and when any receptionists on annual leave
- To liaise with the Reception when on shift and be an extension to the team.
- To have and understand revenue targets for each outlet
- To be fully aware of the Hotel's fire safety procedures and Health & Safety regulations
What's in it for you?
- Service Charge paid monthly
- 29 days holiday including bank holidays
- Regular team events and appreciation days
- Accommodation
- Free team meals
- Uniform provided
- Awards of Excellence recognition
- Discount on Spa treatments and products
- 25% discount on all Food & Beverage
- Length of service gifts
- Team referral scheme
- Health cash plan
- Team rate at our Iconic Luxury Hotels
- Friends and Family rate at our Iconic Luxury Hotels
- Cycle to work scheme
- Employee assistance programme
- …and so much more.
If you find the pace and buzz of service exciting and are looking to work with an incredible team, please get in touch, we'd love to hear from you!
