Hotel Front of House Team Member

Post: Hotel Front of House Team Member

Reporting to: Head of Accommodation

Main function of the post: To be the first point of contact for hotel guests and perform all duties at the hotel Reception, Bistro & Bar. To consistently exceed our guests’ expectations with exemplary service and hospitality.

Hours worked: Shift work including weekends, morning and afternoon/evening shifts.

Main duties of the post:

  1. To create a guest-focused environment to ensure Wookey Hole Hotel becomes the first-choice hotel destination in the area. Ensuring a flawless guest experience from start to finish using hotel procedures and processes to give our guests a memorable stay and encourage repeat visits.
  2. To undertake all reception duties including answering incoming calls and responding to answer machine messages, dealing with email and in-person enquiries in a prompt and courteous manner.
  3. To be knowledgeable about the hotel facilities and offerings and to convey relevant information to any enquiries received. To inform guests of hotel rates and services and to provide accurate information about the main attraction and other services.
  4. To accurately make and confirm bedroom and lodge reservations, collecting full guest details, offering upgrades, upselling, and with an awareness of room types, room rates, packages and other special rates for guests. Ensuring an appropriate payment card guarantee has been received and payment has been collected or confirmed in advance and processed with hotel policy and any third-party booking agents T&C’s.
  5. To make accurate restaurant bookings, seeking to encourage and secure bookings for all hotel guests and ensuring full and clear records are taken of guest special requests, deposits, pre-orders etc.
  6. To maintain clear and accurate details of current guests in-house, printing residents report every two hours. Completing the housekeeping status form and communicating any guest requirements with the housekeeping team.
  7. To serve guests in the Bistro during breakfast and dinner services. Following the Steps of Service to ensure a consistently high standard of restaurant service for each guest.
  8. To serve hot and cold beverages at the hotel bar, delivering drinks to the table and clearing and wiping the table afterwards. To also serve at the bar in the main attraction on occasion, during weddings and events.
  9. To be knowledgeable about all the dishes on our menu and be able to recommend accompanying beverages. To have an awareness of allergies and other dietary requirements and to be able to communicate clearly to the kitchen and other team members.
  10. To help to ensure the business complies with all statutory and legal requirements for fire, health and safety, food safety, hygiene and liquor licensing.

In addition to the duties and responsibilities listed, the post holder is required to perform any other reasonable duties from time to time.

  • If you are interested in this role please send your CV and cover letter to witch@wookey.co.uk