Receptionist

Champneys; Ashford; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player in the wellness sector seeks a dedicated guest services representative to ensure an exceptional experience for visitors. This role involves being the first point of contact for inquiries, managing guest check-ins, and providing vital support across various functions. You'll play a key role in maintaining high standards of service while promoting the brand's wellness ethos. With a focus on guest satisfaction and operational efficiency, this position offers a unique opportunity to contribute to a renowned establishment known for its commitment to health and wellbeing.

Benefits

Health and Wellness incentives

Discounted stays for friends and family

Complimentary Spa Day after probation

50% discount on Champneys products

Discounted health club memberships

Free parking

Professional uniform

Qualifications

• Proactive attitude with a focus on guest satisfaction.
• Ability to handle financial transactions in line with GDPR.

Responsibilities

• Greeting guests and ensuring efficient check-in processes.
• Managing guest accounts and feedback for satisfaction.
• Monitoring safety and compliance in pool areas.

Skills

Customer Service

Communication Skills

Financial Transaction Management

Upselling

CCTV Monitoring

Job description

Champneys Eastwell Manor

Contract: Full Time

Salary: up to £12.21 per hour plus gratuities

Role Objective

To be the first point of contact for all questions and queries related to guest stays, spa days, club memberships, or any other general inquiries. Demonstrating a proactive attitude, you will serve as a source of information for guests and colleagues. Your knowledge of daily activities, guest numbers, and availability will support the wider team in maximizing utilization.

This role supports various functions including the Spa, Wellbeing & Fitness, Main Reception, and management in terms of guest data and information.

We only have one opportunity to make a first impression—make it count.

Some Responsibilities Include

• Greeting guests warmly and ensuring a courteous and efficient check-in process, including offering tours where appropriate and explaining the welcome pack.
• Handling financial transactions correctly and in line with GDPR, providing receipts, and storing merchant copies securely.
• Checking out guests, settling accounts in full, maintaining robe controls, and ensuring guest satisfaction. Addressing any feedback and taking corrective actions when needed.
• Monitoring CCTV to ensure pool and area safety.
• Monitoring headcounts hourly to prevent exceeding maximum bather loads.
• Supporting pool testing procedures if trained and needed.
• Leading or supporting guest walks as required.
• Closing open folios and settling classes in the system.
• Upselling additional services and managing columns for yield management.
• Assisting with scheduling spa colleagues and services.
• Managing pre-bookings and ensuring correct billing of guest services.
• Maintaining full knowledge of residential, day packages, and services.
• Staying updated on promotional offers and supporting sales targets.

Benefits

As part of our iconic wellbeing brand, you can expect benefits that promote happiness and health:

• Health, Wellness, and Wellbeing incentives
• Champneys experiences (overnight stays or spa days)
• App technology for essential forms
• In-house social media connecting the Champneys family
• Colleague events that motivate and reward
• Discounted stays for you, friends, and family
• Complimentary Spa Day after probation
• 50% discount on Champneys products
• Discounts on partner brands like Elemis and Clarins
• Discounted health club memberships
• Merlin Entertainments attractions
• Introduce a friend incentives
• Long Service celebrations
• Free parking
• Professional uniform