Front Office Team Member

Berkshire News; Chard Town; Sur place; GBP 14 000 - 21 000; Plein temps

Avantages offerts par ce poste

Gym access

Pension scheme

28 days annual leave

Cycle to work

Employee discounts

Résumé du poste

Warner Hotels is seeking a Front Office Team Member at Cricket St Thomas to warmly welcome guests and manage the check-in/check-out process. You will be the first and last contact, delivering exceptional service and guiding guests through available hotel experiences.

Join a close-knit team in a Grade II listed hotel with spa, theatre, and extensive grounds. The role offers career development, employee benefits, and a supportive work environment that recognises individual contributions.

Qualifications

• Experience in guest-facing roles in hospitality, retail, or leisure.
• Strong communication and interpersonal skills are essential.
• Knowledge of check-in/check-out processes and guest journey touchpoints.

Responsabilités

• Ensure smooth front office operations and guest journeys from arrival to checkout.
• Maximise sales opportunities and upsell hotel experiences.
• Maintain high service standards and handle inquiries efficiently.

Connaissances

Customer service

Hospitality knowledge

Reception operations

Outils

CRM platforms

Hotel management software

Description du poste

Join our team at Cricket St Thomas, part of the Warner Hotels Group. This 239-bedroom Grade II listed hotel with a theatre, spa, and restaurant is surrounded by 160 acres of parkland in the West Country.

Up to £12.71 per hour (dependent on your age)

We have a fantastic opportunity for a Front Office Team Member to join us at Warner Hotels. As the first and last point of contact for our guests, you'll play a key role in creating memorable experiences from arrival through to departure. We're looking for someone with a warm, welcoming personality and a passion for delivering exceptional customer service. Working as part of a close-knit team, you'll help ensure every guest feels valued, cared for, and excited to return. At Warner Hotels, you'll be empowered to be yourself, make a real impact, and contribute to the unique experiences that make every stay special.

Why work with Warner Hotels?

As a Front Office Team Member, you'll receive:

• Free use of gym and leisure facilities
• 60% discounted food onsite
• Pension scheme
• A fantastic opportunity for career development through externally recognised qualifications in addition to in-house training and development (Degrees and Apprenticeship level)
• 28 days annual leave per year (Inclusive of Bank Holidays)
• Cycle to Work Scheme
• 20% discount at breaks at Warner, Butlins & Haven + additional discounts during your stays for you and your family
• Help @ Hand from Unum - including virtual GP, Physiotherapy support, Mental Health sessions
• Life Assurance
• Free Car Parking onsite
• Family Friendly policies
• Refer a friend scheme
• Aslan: Our Reward & recognition portal includes access to a financial wellbeing platform
• Access to a discounts platform including a points based discount plan to increase your retail discounts
• Access your wages on demand through Aslan
• Employee Assistance Programme
• L&G Care Concierge
• Glow Getters and Long Service Awards

Role Purpose:

The Front Office Team Member will be preparing all necessary guest information ahead of check in and departure, maximising sales opportunities throughout their stay, and offering knowledgeable advice on the hotel’s experiences. As a valued member of our supportive team,you’llhave the opportunity to grow and develop your skills in delivering exceptional customer service, you will play an essential role in ensuring the smooth and efficient running of the Hotels Front Office Area. Across reception, holiday sales, you will be part of a team to guarantee an effortless guest journey from start to finish. You will also create a welcoming environment where guests feel comfortable speaking with you in confidence and are encouraged to book your next break.

Responsibilities:

Operational Oversight

• Support the smooth and efficient running of the Front Office bymaintaininghigh operational standards and resolvingdaytodayissues promptly, with guidance from senior managers whenrequired.
• Use andmaintainFront Office systems and equipment effectively to ensure a seamless guest journey.

Guest Experience

• Maintain a strong, visible presence in guest-facing areas, providing proactive support and ensuring guests feel welcomed, informed, and cared for throughout their stay.

Health, Safety & Compliance

• Uphold all health, safety, hygiene, and compliance standards within the Front Office environment.
• Take responsibility during emergencies by following procedures for fire safety, first aid, and guest welfare.
• Complete incident reports accurately and accelerate concerns when needed.

Financial Awareness

• Supportcost efficientoperations while ensuring the guest experienceremainsexceptional.
• Contribute to revenue generation by maximising sales opportunities and promoting hotel experiences confidently and informatively.

Communication

• Escalate urgent or sensitive matters promptly to senior leaders tomaintainsmooth operations and guest satisfaction.

Events & Problem Solving

• Work collaboratively with internal teams to support event or function requirements related to the guest journey.
• Respond decisively to issues or unexpected situations, minimising disruption andmaintaininghigh service standards.

Behaviours,Skills& Experience

• Understanding offrontofhouseoperations, includingcheckin/out processes, guest journey touchpoints, and service standards.
• Awareness of hotel products, packages, and onsite experiences to confidently inform and upsell to guests.
• Knowledge of health, safety, and compliance procedures relevant to reception, guest areas, and emergency response.
• Familiarity with reservation systems, CRM platforms, and hotel management software.
• Experience working in aguest facingrole within hospitality, retail, leisure, or a similarcustomer focusedenvironment.

Ready to discover your glow?

Be part of something more than a hotel — where your personality shines and your ideas matter.

At Warner Hotels, diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require.

If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at: [e-mail]