Guest Service Supervisor

The Elvetham Hotel is an elegant country house hotel in Hampshire, rich in history and set in 35 acres of beautiful gardens. The hotel is one of the most historic sites in Hampshire entwined in the British Royal Family. The site can be traced back to as early as the 800's AD. Today the Estate consists of 91 bedrooms shared between the Main House and The Stables, as well as four unique and flexible function rooms.

We are currently recruiting for a Guest Service Supervisor to join our Truly Talented team.

Reporting directly to Front Office Manager, this is an exciting role for a talented individual looking for a new challenge and wanting to join a fast-paced, hardworking team environment.

What we offer

£12.00 per hour

Permanent, part-time contract
Job share considered, working alternate weekends.

Hours:
Friday 12.30-21.00
Saturday 9.30-18.00
Sunday 8.00-12.00

Benefits

• Hotel discounts across all Axiom Hospitality hotels – colleague rates and up to 50% discount on F&B;
• 28 days holiday, including bank holidays, increasing yearly to 33 days;
• Discounts across retail, restaurants, events and more through our benefits & rewards portal;
• Access to our Employee Assistance Line to support your Mental Health and Wellbeing;
• Use of Wagestream Financial Wellbeing platform, allowing instant access to your pay;
• Yearly complimentary Axiom Xcape stayover after one year of service;
• A growing team with great training, progression, and promotion opportunities;
• Rewards for referring a friend: referral bonus for recommending a new team member starts at £250 per successful hire;
• Free meals while on shift;
• Length of service awards, ranging from 1 year to 3, 5, 10 and 20-year rewards and more!

Your Role:

To create and implement a best-in-class and award-winning guest experience:
Greet guests upon arrival, engage guests directly before departure, encourage them to share their experience with you, enabling any issues to be addressed before leaving the hotel,
Offer support for the guest’s onward journey.
Address guest inquiries and requests and resolve complaints promptly and professionally.
• Build strong relationships with guests, ensuring their needs are met and preferences are remembered for future visits. Foster a friendly and inviting atmosphere to accelerate a positive guest experience. Understand guests’ needs and provide them with personalised solutions by suggesting local activities and attractions.
• Arrange reservations for dining, transportation, and other services requested by guests.
• Handle unexpected situations and challenges that may arise during a guest's stay. Offer suitable solutions and assistance to ensure guest satisfaction.
• Liaise with various departments, including housekeeping, front desk and restaurant, to ensure smooth operations and seamless guest experiences.
• Maintain a comprehensive database of local attractions, services, and contacts.
• Follow up each guest with an email after departure suggesting an on line review.
The above is a high-level summary of duties and is not meant to be a comprehensive description of the role. Additional ad-hoc responsibilities will arise which will be considered to form a reasonable part of the role and role requirements may be subject to change from time to time.
Knowledge Skills & Qualifications

• Experience in a 4-star or 5-star hotel or any other lifestyle/ distinctive brand is desirable.
• A strong, yet positive guest service style
• Organized and ability to work within the team or on their own.
• Strong interpersonal skills
• A good command of the English language. Additional languages are advantageous.
• Maintains impeccable personal grooming and hygiene standards while radiating an aura of elegance and refinement.

 

You must have the right to work in the UK to be eligible for this role. Documented evidence of eligibility will be required from all candidates prior to commencing employment.

Having these core skills will put you one step further to joining Axiom Hospitality and the The Elvetham

Opportunities for all

At Axiom Hospitality, we thrive on differences and believe it is critical to our success as a fast-growing hospitality company with global aspirations. We are proud to be an equal-opportunity workplace that seeks to recruit, develop, and retain the most talented people from various backgrounds, perspectives, and skills. We, therefore, encourage applications from all genders, races, religions, ages, and sexual orientations, as well as parents, veterans, people living with disabilities, and any other groups that could bring diverse perspectives to our business.

At Axiom Hospitality, we are making efforts to reduce our carbon, energy, water and waste footprint. We strive to be ethical in all we do and want to be a thriving, sustainable and responsible business for our people, our communities and our planet. Working closely with our Hotel Owners, we are committed to the journey to sustainability. In addition, we are working to reduce our hotels’ impact on the environment through internationally recognised eco-label certification.

Our hotels strive to be active members of their local communities by giving back where they can. Supporting local charities is important to our teams, from volunteering at soup kitchens to collecting donations and fundraising. Our hotels aim to leave a positive impact on their neighbourhoods. At Axiom Hospitality, we are working closely with our stakeholders to support our social impact commitment. Caring about people extends outside our business and is part of our DNA.