Reservations and Communications Executive

Maison Estelle; London; On-site; GBP 25,000 - 35,000; Full time

Job summary

Maison Estelle is seeking a dedicated member relations professional to provide exceptional service in a prestigious club environment. The successful candidate will handle member requests, oversee bookings, and engage with clients to ensure an extraordinary hospitality experience. This role is ideal for someone passionate about the hospitality industry, with proven skills in customer service and team collaboration.

Benefits

Exclusive staff rates and F&B discounts

Biannual socials

28 days holiday, increasing with service

Pension and life assurance

Health cash plan

Birthday day off

Recommend-a-friend bonus scheme

Qualifications

• Proven experience in a similar role within hospitality.
• Computer literate, proficiency with MS Office and CRM tools.
• Excellent communication skills and customer-focused.

Responsibilities

• Manage and anticipate member requests and inquiries to ensure satisfaction.
• Provide attentive service reflecting club standards.
• Maximize bookings and promote club services.

Skills

Attention to detail

Communication skills

Time management

Customer service

Tools

MS Office

SevenRooms

CRM systems

Job description

Who are we?

Maison Estelle is a private members’ club set in a Grade I-listed Georgian townhouse on Grafton Street, Mayfair. A ‘hosted home’, bringing people together that have plenty to say and nothing to prove. A new school club (no rules), with old school values of personalised service and discretion.

What’s in it for you?

AtEstelle, we prioritise your well-being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates and biannual socials. Nurture your well-being with stocked colleague spaces and staff food. Engage in forums shaping The Estelle Way. Join us for a fulfilling journey where you arevalued,supported, andcelebrated.

Here at Estelle, we want to create a unified culture and sense of belonging across both Estelle Manor and Maison Estelle. We have a range of perks and benefits at your fingertips:

• Biannual company socials plus smaller social and sports groups.
• Exclusive staff rates and F&B discounts across Ennismore brand.
• Birthday day off
• Goes without saying, but we will feed you during your shift.
• Added protection of our pension, health cash plan and life assurance schemes.
• 28 days holiday, inclusive of bank holidays, which increases with length of service.
• Recommend-a-friend bonus scheme.

BENEFITS

• WSET qualifications
• 28 days holiday inclusive of bank holidays (increasing with length of service), pension and life assurance.
• Inclusion in the Tronc scheme.
• A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
• Goes without saying, but we will feed you during your shift.
• Lots of opportunity to develop your skills and progress internally.
• Regular team get togethers, from regular team drinks to bi-annual parties.
• Opportunities to join one of our committees and influence how we do things, how we socialise and how we support the local community.
• Great incentives and reward programmes including recommend a friend bonuses, employee of the month and much more.

WHAT YOU WILL DO

The key responsibilities for this role will include but are not limited to:

• Handling and proactively anticipating member requests and enquiries in a timely manner to ensure a positive outcome is always achieved.
• Providing a genuine, attentive, and friendly service to our members in order to reflect the club standards to exceed member expectations.
• Maximising food and beverage bookings using SevenRooms and use up selling techniques to promote the club services and facilities.
• Dealing with and resolving customer requests, questions and complaints through multiple communication channels.
• Acting as the point of reference for members who need assistance or information and attend to their wishes and requirements.
• Supporting the events team when required with creation of BEO’s.
• Continually aiming to improve service by communicating and anticipating member’s needs.
• Supporting and answering questions and provide assistance to stakeholders, management and members as needed.
• Suggesting changes or improvements to increase accuracy, efficiency, cost reductions and to improve member’s experience.
• Having good communication skills and proficiently liaising with all departments on an ongoing basis; close relationships with culinary and food and beverage operational teams.

PERSONAL PROFILE

• Proven experience in a similar role with a hospitality business background.
• Computer literate (MS Office, SevenRooms, CRM systems)
• Excellent time-management skills; comfortable prioritising what is important during busy periods.
• Obsessive about attention to detail.
• You are an inspiring leader who relishes taking responsibility for running finance departments.
• A balance between a methodical and process-driven approach and flexibility and creativity when it comes to meeting deadlines and finding solutions.
• Excellent communication skills and comfortable talking to colleagues, senior management, and coming front of house to talk to members.
• A genuine passion for hospitality and hosting.