Hotel Receptionist

Relais & Châteaux; Thornbury; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading hospitality company seeks a dedicated Receptionist for Thornbury Castle. You will create memorable experiences for guests while managing tasks like check-ins and assisting with arrangements. Ideal candidates should have strong IT skills and a passion for customer service in a luxury setting.

Benefits

28 days holiday including bank holidays

Paid day off on your birthday

Complimentary stay at the castle after probation

Training programmes and access to online learning resources

Staff and family rates on accommodation

Uniform and meals on duty provided

Qualifications

• Experience in a similar role, preferably in a 4* or above establishment.
• Fluent in verbal and written English.
• Strong organisational and customer service skills.

Responsibilities

• First point of contact for guests, checking them in and out.
• Assisting guests with reservations and local activities.
• Using the Opera Front Office System for check-ins and payments.

Skills

Communication

Customer Service

Organizational Skills

Attention to Detail

Education

Experience in a similar role

Proficiency in IT (Excel, Word, hotel PMS)

Tools

Opera Front Office System

Job description

Company Description

Relais & Chateau at Thornbury Castle are seeking a Receptionist to join our professional and hardworking Front Office Team. You will be working in a unique and beautifully restored Castle, creating truly memorable and impressive 5* experiences for our guests.

About Us

Set on 15 acres of beautiful land, Thornbury Castle Hotel is the only Tudor Castle operating as a hotel in England. The Castle has recently completed a multi-million pound refurbishment, restoring its regal grandeur. Located 20 minutes from Bristol, it offers 26 bedchambers and suites, an award-winning restaurant, bar, and two meeting and conference spaces.

Our goal is to deliver “refined and personalised hospitality” to ensure guests can relax, enjoy themselves, and feel like royalty in a unique setting with exceptional people.

Job Description

• £25,397 per annum (depending on experience)
• Full-time permanent position – 40 hours per week, worked over 5 days on a rota basis, Monday to Sunday. (8-hour shifts between 7 am and 11 pm). Full flexibility required.
• Additional share of service charge and tips (estimated £2,000 per year).
• An enthusiastic, warm, and friendly professional with a passion for hospitality.
• You will be the first point of contact for guests, making a memorable first impression with confidence.
• Checking guests in and out, making reservations, restaurant bookings, and assisting guests to organise their stay.
• Strong IT skills in Microsoft Office, including report creation and data analysis.
• Use the Opera Front Office System for check-ins, check-outs, and payments.
• Assist guests with luggage and escort them to their rooms, as there is no lift (original spiral staircases).
• Provide guests with information about the castle, hotel services, and local activities.
• Excellent communication skills, a positive attitude, and the ability to address guest requirements effectively.
• Respond promptly to telephone and in-person queries regarding reservations, hotel information, and guest concerns.

Qualifications

• Experience in a similar role, preferably in a 4* or above establishment.
• Proficiency in IT, including Excel, Word, and hotel PMS systems.
• Fluent in verbal and written English.
• Ability to manage multiple projects efficiently and adapt as needed.
• Strong organisational and customer service skills.
• Attention to detail and a commitment to exceeding guest expectations.

Additional Information

• 28 days holiday including bank holidays.
• Paid day off on your birthday.
• Complimentary stay at the castle after passing 3 months' probation.
• Training programmes and access to online learning resources.
• Staff and family rates on hotel accommodation, discounts on food and beverages.
• Recognition programmes.
• Uniform, meals on duty, and free parking provided.