Guest Experience Host / Concierge

Location Description

The Reserve is a new and exciting luxury lodge resort set in the grounds of Chester Zoo. Nestled in nature and designed to offer an unparalleled guest experience. The Reserve combines world-class amenities with a unique sense of adventure and tranquillity.

Job Description

Guest Experience Host / Concierge - Flexible Contracts Available 

The Role

As a Guest Experience Host, you’ll be one of the first faces our guests meet – offering a personal, knowledgeable and thoughtful welcome. From taking care of guest luggage and valet parking to helping plan a bespoke stay, you’ll play a key part in making each guest’s experience at The Reserve, smooth, special, and memorable.

Responsibilities:

• Greet guests with warmth and enthusiasm, creating a memorable first impression
• Assist with guest arrivals, check-ins, and departures with efficiency and professionalism
• Provide expert knowledge on the resort, Chester Zoo, and local area activities
• Coordinate guest requests, special occasions, and bespoke experiences
• Work closely with the front office, housekeeping, and F&B teams to ensure seamless service
• Handle queries, feedback, and issues in a positive and solution-focused manner
• Assist guests with luggage handling and transportation to their rooms
• Provide valet parking service and ensure safe handling of guest vehicles

What We’re Looking For:

• Passion for delivering outstanding guest service and unique experiences
• Friendly and professional, with excellent interpersonal skills
• Previous experience in a concierge, front office, or guest-facing hospitality role is desirable
• Ability to multitask, remain calm under pressure, and work flexible hours
• Full UK driving licence and confidence in driving a range of vehicles both manual and automatic for a minimum of 2 years, all drivers must be over the age of 21 to comply with insurance 

Troo Benefits

• Pension Scheme: Gear up for the future with our pension scheme that ensures your financial stability.
• Fantastic Food & Beverage Discounts: Calling all foodies! Enjoy mouthwatering discounts at our partnered restaurants and bars. Savor the flavours and make your taste buds dance with delight.
• Mind-Blowing Employee Discount Rates: As a TROO Hospitality team member, you get exclusive access to unbeatable travel discounts. Extend the adventure to your loved ones with Friend and Family Rates, making your travel dreams a reality at unbeatable prices.
• Long Service Incentives: Dedication deserves celebration! Our Long Service Incentives honour your commitment with special rewards and recognition for your loyalty over the years.
• Team Member pass so you can visit the zoo during your time off.
• An amazing working environment - Where else can you see critically endangered animals from your office window or stroll among rare giraffes and tigers on your lunch break.