Company Description

Relais & Chateau at Thornbury Castle are seeking a Hotel Reservationist to join our 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 almost 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 26 rooms and suites, an award-winning restaurant, bar and two unique meeting and conference spaces. our food style is modern British using the best locally sourced produce from our kitchen garden and around the southwest. We operate 7 days a week, serving breakfast, afternoon tea, dinner, and Sunday lunch as well as the occasional wedding and functions.

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.

Job Description

• £11.92 per hour depending on experience
• 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)
• 28-day holiday including bank holidays
• An enthusiastic, warm and friendly professional with a passion for the hospitality industry.
• Respond to telephone and in-person queries regarding reservations, hotel information and guest concerns in a timely fashion.
• Excellent communicator and listener with a creative and positive attitude with ability able to address any of our guests’ requirements.
• 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.
• 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.
• You will be the first person to welcome our guests to the hotel and will be ready to make that unique first impression with confidence.
• Ability to tackle the original spiral staircases and assist guests with their luggage and escort them to their room (there is no lift)
• Provide 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.
• Cover the reception desk at peak times and when required.

Qualifications

• 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.

Additional Information

• Paid day off on your birthday

• Sickness benefit (5 days after 6 months' service)

• Referral program - £250 per new member of staff introduced (based on full time contract)

• Complimentary stay at the castle after 3 months’ probation period passed.

• Training programs via internal & external professionals and access to online training facilities

• Staff and family rates on hotel accommodation and discounts on food and beverages

• Recognition programmes

• Access to online training facilities

• Career development programmes

• Uniform provided and free parking available