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Relais & Chateau at Thornbury Castle are seeking a Room Attendant / Housekeeper to join our professional and hardworking Housekeeping Team. You will be working in a unique and beautifully restored Castle, creating truly memorable and impressive 5* experiences for our guests.

About Us

Set on 15 acres of beautiful land, Thornbury Castle Hotel is the only Tudor Castle operating as a hotel in England. The Castle has recently completed a multi-million pound refurbishment program bringing back to life the regal grandeur of its past. Located 20 minutes’ drive from Bristol, it offers 27 bedchambers and suites, an award-winning restaurant, bar and two unique meeting and conference spaces.

Our company goal is to deliver “refined and personalised hospitality” to enable our hotel to be a place where all guests can relax, enjoy themselves and have a break from normal life. To feel like royalty in a unique place with unique people.

• £24,128 per annum
• Full time permanent position – 40 hours per week worked over 5 days on a rota basis Monday to Sunday. (8 hours shifts between from 7 am to 11 pm) full flexibility required
• An additional share of service charge and tips (estimated 2k per year)
• An enthusiastic, warm and friendly professional with a passion for the hospitality industry.
• You will be the first person to welcome our guests into the hotel and will be ready to make that unique first impression with confidence
• Checking guests in and out of the hotel, you will make reservations, restaurant bookings and help the guests with organising the best stay for them
• Strong IT skills in Microsoft Office, alongside running reports and creating any other reports as required
• Use the Opera Front Office System to check in and check out guests and take payments
• Ability to tackle the original spiral staircases and assist guests with their luggage and escort them to their room (there is no lift)
• You will relish in providing guests with information about our incredible castle and the full hotel services along with any activities that they can book up in the local area
• Excellent communicator and listener with a creative and positive attitude with ability able to address any of our guests’ requirements
• Respond to telephone and in-person queries regarding reservations, hotel information and guest concerns in a timely fashion
• Use suggestive selling techniques to increase room bookings and revenue
• Supervise daily shifts, guiding staff through their daily duties to ensure all team members adhere to procedures and are friendly and attentive to guests’ needs
• Maintain positive and professional work environment
• Ensure outstanding customer care at all times
• Help to coordinate the reception team, directing the workflow and processes of the front desk.
• Resolve issues/problems and coach and counsel the front desk team members to ensure a quality operation
• Resolve customer issues, problems and complaints in a quick efficient manner to maintain a high level of customer satisfaction
• Build strong relationships and coordinate with other departments
• Help the Front of House Manager to coach and train the team
• Take responsibility in the absence of the Front of House Manager

• Experience in a similar role, ideally in a 4* or above establishment
• IT proficient with strong working knowledge of Excel & Microsoft Word, preferable experience on Hotels PMS
• Proficient in verbal and written English
• Capability to work across multiple projects efficiently and adapt accordingly
• A passion for excellent organisation and customer service skills
• Attention for details and proficiency in verbal and written English.
• Desire to exceed guest expectations.

• 28-day holiday including bank holidays
• Paid day off on your birthday
• Sickness Benefit (5days after 6 months service)
• Referral program - £250 per new member of staff introduced
• Complimentary stay at the castle after 3 months passed probation period
• Training programmes via internal & external professionals and access to online training facilities
• Staff and family rates on hotel accommodation and discounts on food and beverage
• Recognition programmes
• Career development programmes
• Uniform and meals provided whilst on duty and free parking
• Opportunity to benefits of staff rate in Relais Chateaux properties