Guest Relations Team Member

Elmley Enterprises; Sheerness; On-site; GBP 40,000 - 60,000; Full time

Job summary

Join a passionate team at Elmley Nature Reserve as a Guest Relations specialist. This role involves on-site guest liaison, administrative tasks, and supporting a variety of hospitality services in a stunning nature-centric environment. With a flexible working schedule and opportunities for full-time hours in summer, you will thrive in a busy atmosphere while ensuring guests enjoy luxurious stays amidst the beauty of nature.

Benefits

Employee Assistance Programme

Free uniform

Discounts for personal purchases

Company mobile phone

Reimbursement of work expenses

Access to company credit card

Free parking

Tools/equipment for duties

Qualifications

• Minimum 1 year experience in hospitality.
• Strong administrative skills and comfortable with computers.
• Interest in weddings and events is a plus.

Responsibilities

• Ensure guests have a great experience by being available before, during, and after their stays.
• Handle check-ins, feedback collection, and guest inquiries through various channels.
• Assist with basic kitchen tasks and support event team during special occasions.

Skills

Multitasking

Communication

Flexibility

People Skills

Proactiveness

Job description

About the Job - Guest Relations

This is a special opportunity to work with a friendly and passionate team in an incredible setting where sustainability and luxury are equally important.

It is a busy, active and hands-on hospitality position in an accommodation based environment, with overnight guests in a range of unique accommodation throughout the year, as well as seasonal involvement in weddings and event accommodation where required.

Part-time role but full-time hours available in the summer months to the right candidate.

Due to the nature of the role weekend and evening work will be required on a regular basis. This will always be discussed and agreed in advance. Accommodation is available, if required, for late finishes.

Tasks to include:

• On-site guest liaison - ensuring all elements of a guest's experience with us are well looked after.
• Being on hand before, during, and after their stay for any guests' needs.
• Checking guests in and out and collecting feedback from their experiences as well as building relationships with repeat guests.
• Basic kitchen tasks to provide breakfast and evening hampers in the winter months.
• Working amongst a small team within processes to ensure administrative tasks are up to date.
• Answering guests' queries prior to their stay via email, phone, and messaging services.
• Availability enquiries for our accommodation.
• Taking bookings and answering general phone queries via accommodation booking software.
• Upselling experiences, food and drinks.
• Assist Event and Wedding Team with event delivery on occasion.

Who we are looking for:
(As our guest's first point of contact, the right attitude and approach are more important than specific experience. In particular, we are looking for someone who:)

• Is flexible, enthusiastic and proactive.
• A people person, someone who thrives off meeting people and is able to interact with a range of guests.
• Has a can-do attitude and is active and hands on.
• Enjoys working in a busy and varied role, strong multitasker.
• Enjoys working as part of a team – a good sense of humour is essential!
• Has the ability to build and maintain strong relationships with suppliers, guests and clients.
• Has strong administrative skills and is comfortable working with various computer software (training will be given for specific software).
• Excellant communication skills-both written and verbal.
• Has an interest in weddings, events and hospitality.
• Has a love of the outdoors and nature and is prepared for working in the elements.

Preferred Experience:

• 1 year, minimum, experience in hospitality
• Confident with computer-based systems
• Experience in a customer-facing role

Position Details:

• Part-time position but full time opportunity for the right candidate
• Hands-on, rewarding role
• Shifts will be a mixture of mid-week and weekends time shift times ranging from 8am-7pm in the Winter and 7am-10pm in the Summer.

Benefits:

• Bright exchange-an Employee Assistance Programme.
• Access to company credit card for performance of duties where necessary.
• Free parking on Company premises.
• Free uniform provided.
• Discounts for personal purchases (complimentary stay after successful completion of a year).
• Company mobile phone for performance of duties.
• Tools/equipment required for the performance of duties.
• Reimbursement of work expenses.

About Elmley:
Elmley Nature Reserve is an award-winning hospitality venue based on Isle of Sheppey North Kent that regularly features in national press. Based on National Nature Reserve of international wildlife significance, Elmley offers luxurious stays in nature and bespoke events.

In 2019 Elmley was awarded Best Sheppey Business at the Swale Business Awards. In 2017 Elmley was awarded Best Small Accommodation Provider at the Visit Kent Awards. Elmley has been nominated in 4 categories for The Kent Wedding Awards 2024

Elmley is located in North Kent it is 30mins from Faversham, Maidstone and the Medway Towns, 45mins from Canterbury, and 1 hour from South London.