Guest Services Assistant

Swinton Park Hotel; Masham; On-site; GBP 26,000 - 31,000; Full time

Benefits offered by this job

Monthly TRONC

30 days annual leave

NEST pension scheme

Staff discounts on F&B

Spa & club access

Job summary

Swinton Park Hotel in Masham seeks a Guest Services Assistant to join the Front of House team. This full-time role (40 hours/week) includes check-in/out, reservations, guest enquiries, and collaboration with multiple departments to ensure an exceptional guest journey.

You’ll manage guest records in Rezlynx, handle payments, and assist with VIP arrangements. Benefits include 30 days leave, monthly TRONC, pension access, and exclusive staff privileges.

Qualifications

• GCSE Grade 4/C or above in Maths and English.
• Flexible to work shifts, including weekends and bank holidays.

Responsibilities

• Welcome guests and assist with check-in/check-out; provide information about hotel and local attractions.
• Handle guest feedback professionally and respond to enquiries; coordinate with other departments.
• Operate the Rezlynx system for reservations and billing; maintain guest records and profiles.
• Support Front of House teams and Reservations; manage VIP arrangements and guest itineraries.
• Maintain high standards of grooming and presentation; adhere to health & safety and GDPR procedures.

Skills

Communication

Customer service

Organisation

Time management

Teamwork

Attention to detail

Reliability

Education

GCSE Maths & English

Tools

Rezlynx

Microsoft Office

Job description

Guest Services Assistant

Front of House Department

Full Time – 40 hours per week, working 5 days over 7
£26,437 per annum, plus monthly TRONC

Join the Front of House Team at Swinton Estate

At Swinton Estate, we are passionate about delivering exceptional hospitality and creating unforgettable guest experiences in one of the UK’s most beautiful countryside settings. Combining luxury, warmth, and outstanding service, we are equally committed to sustainability, wellbeing, and providing a supportive environment where our people can thrive.

We are currently seeking a professional, personable, and highly organised Guest Services Assistant to join our Front of House team at Swinton Park Hotel.

This is an exciting opportunity for someone who thrives in a guest-focused environment and enjoys creating memorable experiences from the moment a guest books their stay through to departure and beyond.

The Role

As a Guest Services Assistant, you will play a key role in ensuring the smooth operation of the Front Desk while delivering exceptional customer service at every stage of the guest journey.

You will be responsible for welcoming guests, handling reservations and enquiries, coordinating with multiple hotel departments, and anticipating guest needs to ensure every stay exceeds expectations.

Key Responsibilities

Guest Services

• Welcome guests warmly upon arrival and assist with check-in and check-out procedures
• Provide accurate information about the hotel, estate facilities, services, and local attractions
• Handle guest feedback, concerns, and complaints with professionalism, empathy, and efficiency
• Anticipate guest needs and deliver personalised service wherever possible
• Build relationships with repeat and regular guests to encourage loyalty and repeat business
• Allocate rooms appropriately while considering guest preferences and requirements
• Assist with the management and processing of lost property

Front Desk Operations

• Operate the Rezlynx property management system accurately
• Process activity bookings, reservation amendments, upselling opportunities, cancellations, and payments
• Maintain accurate guest records, billing information, and guest profiles
• Handle credit card transactions and end-of-shift reconciliations
• Contact arriving guests to finalise stay details and assist with special requests
• Prepare guest itineraries, pre-arrival correspondence, and VIP arrangements
• Support colleagues across Front of House, Hosts, and Reservations when required

Communication & Coordination

• Liaise effectively with Concierge, Housekeeping, Maintenance, Country Club, and Food & Beverage teams to ensure seamless guest service
• Communicate guest preferences, special occasions, and VIP requirements clearly
• Answer telephone calls and emails professionally and efficiently
• Attend daily operational meetings and communicate key guest information
• Take ownership of guest issues and ensure effective follow-up and reporting

Standards & Compliance

• Maintain high standards of professionalism, grooming, and presentation
• Follow all hotel policies, procedures, and brand standards
• Adhere to health & safety, GDPR, and security procedures at all times
• Maintain complete guest confidentiality and discretion

What We’re Looking For

We are looking for someone who:

• Has exceptional communication and interpersonal skills
• Delivers outstanding customer service with confidence and professionalism
• Remains calm and organised under pressure
• Has excellent organisational and time management abilitiesWorks well both independently and as part of a team
• Demonstrates attention to detail and a proactive attitude
• Is reliable, punctual, and committed to delivering high standards

Experience & Qualification

• Previous experience in a hotel or customer service environment is desirable but not essential
• Experience using Rezlynx is advantageous
• Competent using Microsoft Office
• GCSE Grade 4/C or above in Maths and English
• Flexible to work shifts, including weekends and bank holidays

Package description

At Swinton Estate we take pride in recognising and rewarding the dedication of our team members.

Alongside competitive pay and monthly TRONC, our team enjoys an exceptional range of benefits designed to enrich both work and life.

With 30 days’ annual leave - pro rata for part time (including bank holidays) and access to the NEST pension scheme for eligible team members, we’re committed to supporting your wellbeing, security, and professional growth.

From exclusive access to our award-winning facilities and exciting employee events, to wellbeing initiatives and bespoke learning opportunities, every detail reflects our dedication to excellence.

Working with us means becoming part of a team that values quality, care, and genuine hospitality in everything we do.

A few of the exclusive privileges our team enjoy include:

• Access to the Country Club and Spa facilities
• 50% discount on food and beverage (including Cookery School and Chefs Table) for you and up to 5 guests
• 50% discount on spa days for you and up to 3 guests
• Swinton Park Hotel and Swinton Bivouac stays for yourself, friends and family
• And many more!