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Job description

Salary: £11.00 - £12.25 per hour (equating to £25,740 to £28,665)

Gratuities: £130 - £230 per month

Accommodation: subsidised accommodation available on site or in local town

Staff transport: provided free between staff houses and hotel

Hours: 45 per week

Progress your pay as you develop your skills through our Skills Development (SD) Levels:

• SD1: £10.50 per hour, and be eligible for £130 gratuities per month. 28 days' holidays (inclusive of Bank Holidays)
• SD2: SD2: £10.75 per hour, and be eligible for £150 gratuities per month. 28 days' holidays (inclusive of Bank Holidays)
• SD3: SD3: £11.00 per hour, and be eligible for £170 gratuities per month. 30 days' holidays (inclusive of Bank Holidays)
• SD4: £11.25 per hour, and be eligible for £190 gratuities per month. 30 days' holidays (inclusive of Bank Holidays)
• SD5: £11.75 per hour, and be eligible for £210 gratuities per month. 32 days' holidays (inclusive of Bank Holidays)
• SD6: £12.25 per hour, and be eligible for £230 gratuities per month. 32 days' holidays (inclusive of Bank Holidays)

Be part of a great team.

Work in a stunning location.

THE ROLE OF HOTEL RECEPTIONIST
The reception team is a busy, friendly department with a variety of skills. Our wish is that every single guest is welcomed on the phone with a warm, kind telephone manner, followed by a meticulous but friendly welcome and check in, and a warm friendly relationship with our team throughout their stay.

We have a small dedicated reception team that is highly guest focused, friendly and organised with an eye for detail. Other key skills in our team are administration, communication, written word, and a warm friendly approach to guests.

• Able to deliver high customer service to guests.
• Has a full understanding of what it means to be part of the Relais & Chateaux Group and the benefits.
• Has full knowledge of the lounge and bar layout, Hrishi Restaurant & Gilpin Spice Restaurant
• Has full knowledge of all the room types within the hotel and what facilities each one has
• Has full knowledge of all the room types within the Lake House and what facilities each one has
• Can demonstrate they are able to use Rezlynx confidently.
• Has a full understanding of the Gilpin Check in procedure.
• Has a full understanding and can use Secure trading ST PAY ME - Payment links - and find out if a payment link has been processed.
• Understands how to fill out the Mood Board properly with correct guests details
• Has a full knowledge of how to carry out the Courtesy calls to room after arrival with full information provided
• Has a full understanding and is confident with using the ANPR system
• Has a full understanding and knowledge of how to carry a Check out procedure.
• Can make adjustments to billing and prepare bills for check out.
• Can amend, adjust and add items to billing on Rezlynx.
• Understand how to use Post Cash on Rezlynx and when it needs to be used.
• Understands and can send Bills directly to guests via Rezlynx on morning of departure.
• Can respond to guests via emails with accurate spelling and excellent grammar with clear instructions.
• Understands where deliveries and post for the Gilpin Hotel are directed to and who organises incoming post. Log and record all post accurately that is being sent from the Gilpin including parcels or lost property.
• Know how to log lost & found items and how to get contact guests to inform them of items.
• Understands the importance of Guest issues and how to log on GA and the mood board if a guest is unhappy. Understanding and reporting a guest issue directly to the House Manager & FOH Manager and the importance of ensuring they are aware of the guests grievance.
• Having that rapport with the guests to ensure they understand you’re listening and being apologetic and will do everything possible to rectify the issue that has occurred.
• Ensure Reception Area is immaculate and display cabinets are inviting and fully stocked and where to replenish items.
• Can perform and confidently carry out daily task sheets within the role you have been allocated Greeter, CIP, Shift Leader.
• Display an excellent rapport with guests and be able to deal with difficult situations.
• Communication – effectively dealing with colleagues and guests in a professional manner.
• Signed off on all departmental procedures
• Reconcile banking without errors
• Multi-tasking within allotted shift time frames whilst running a shift on your own.
• Has an Understanding of the Love & Laughter Programme and delivers Acts of Kindness.
• Ensures that all pre ordered items are delivered to rooms with no errors.
• Updates the white board correctly and regularly.
• Is efficient when replying to guests when using the Loop messaging system.
• Is able to follow the procedure when faced with an incorrect item on a guest bill.
• Can Confidently use Resdiary and can book a table for guests or check for a reservation.
• Is able to carry out the daily banking with no errors

LIVE, WORK & PLAY IN THE LAKE DISTRICT
Work hard but really enjoy your days off? There's nowhere better to do that than in the beautiful Lake District. As well as the traditional hospitality jobs at Gilpin Hotel and Lake House, you can also be an accountant, an agri-scientist, an interior designer, a landscape gardener, a marketeer, and much more… the opportunities are endless!

LOVE & LAUGHTER - WE LOVE WHAT WE DO - JOIN US AS OUR HOTEL RECEPTIONIST
Many of our guests come to Gilpin for very special celebrations, investing time, money, expectations, memories and feelings into their stay with us. Our job is to help create the magic, sowing the seeds for lasting happy memories with five star service, and a lot of love and laughter.

THE WORLD IS YOUR OYSTER - WE WILL TRAIN & DEVELOP YOU
You can start at whatever level is right for you, and immediately start learning about the work and our team spirit; everything you need will be provided in a combination of on the job training and via our online Gilpin Training Academy, with clear pay progression built in. If you want to prove yourself and become a manager, the opportunity is there – you can see for yourself what you need to do to progress, and if you wish to take it further this can lead to a degree or leadership course without needing previous qualifications. We don't pigeon hole and we support you to create your own career path - you might start off in one department and decide you want to try something in another department, For those that have a set career path in mind though, we'll support you to develop as far as you want to go. This is your future – our job is to train you & prepare you for whatever you do next.

WHAT’S IN IT FOR ME?

SOCIAL
Staff social events, activities and parties throughout the year.

FOOD
Home-cooked food for just £1 per meal. A breakfast of toast and cereal is free, and available at all times. We also have snacks and tasty treats available throughout the day.

SUBSIDISED ACCOMMODATION
Fantastic subsidised shared staff accommodation, some at the hotel, some in the countryside, and some in the centre of Windermere and Bowness. In all accommodation there is a shared kitchen and lounge area. We spring clean your room before you move in, meet you, show you around, and settle you in with a welcome pack, and check all the accommodation monthly to make sure everything is still lovely. Our staff accommodation ranges from mobile static homes to ensuite rooms in Bowness and Windermere (from £130 to £350 per month including bills). If you’re really trying to save and don’t have a lot of stuff, there are a few very small mobile static home rooms that we don’t charge anything for.

STAFF TRANSPORT
Free staff transport between Gilpin Hotel and Lake House and the staff houses in Crook, Windermere and Bowness.

GYM MEMBERSHIP
Free use of Choices Health Club in Troutbeck Bridge with gym, swimming pool, steam room, sauna and hot tub.

MYCUMBRIA CARD
We buy MyCumbria Cards for all of our team – old and new! With this you can get offers and discounts throughout Cumbria on food & drink, activities, shopping and more. We’ll also be introducing a scheme where you can get even more money off certain activities, so watch this space to go bike riding, canoeing, rock climbing, or relax with a lovely meal or go to the cinema…

ENGLISH LESSONS
We provide personalised English classes (while you’re paid) if you wish to gain confidence and ability to communicate in English. The aim is to motivate and encourage progression here at Gilpin as well as to gain confidence outside of work.

TREATS - DINING & HOTEL STAYS
Discounted rates in our restaurants, as well as amazing opportunities to stay at other Relais & Châteaux and Pride of Britain hotels from just £150 per night!

FRIENDSHIP & FUN
There are around 170 of us in Team Gilpin, but we’re not a big international hotel. We love what we do, and believe it’s important to have a friendly warm atmosphere behind the scenes as well as out front. We are family run with a strong team of managers who really look after, look out for and nurture our teams. We have a lovely, friendly, close knit team, where great friendships are made (often long term). We believe in enjoying what we do!

For more information see https://thegilpin.co.uk/join-our-team

Job Types: Full-time, Permanent

Salary: £11.00-£12.25 per hour

Benefits:

• Canteen
• Company events
• Company pension
• Discounted or free food
• Employee discount
• Free or subsidised travel
• Free parking
• Gym membership
• Language training provided
• On-site parking
• Shuttle service provided
• Sick pay

Supplemental pay types:

• Tips

Work Location: In person

Application deadline: 01/06/2023