Job Description

Job Ref:

ST1104

Branch:

St Mellion Estate

Location:

St Mellion Estate, Cornwall

Salary/Benefits:

12.21 per hour

Contract type:

Flexi-Part Time

Hours:

Part Time

Shift pattern:

Flexibility required due to various shift times comprising early, mid and late shift, Monday to Sunday on a rota system.

Hours per week:

Various Hours

Posted date:

15/04/2025

Closing date:

02/06/2025

Title:

Resort Receptionist

Department:

Reception

Reports to:

Guest Relations Manager



Health Fitness Manager

Responsible:

Reception Duties concerning Accommodation and Health Club

Job Purpose/ Summary

As Resort Receptionist, you are responsible for greeting and assisting our members and guests to deliver an excellent experience. To maintain a high profile within our reception for our members and guests, ensuring their feedback is monitored and relayed back to departmental managers in order to improve service levels.

Main Duties

Welcoming members and guests upon their arrival at the resort and offering an excellent standard of hospitality throughout their visit by following departmental shift procedures and basic standards. All opening and closing procedures carried out correctly. As being the first point of contact for all guests and visitors, it is of the up most importance that they are greeted in a pleasant and polite manner and dealt with efficiently. Making sure that all phones are answered within three rings and with the correct salutation. Ensuring that all product knowledge is up to date. Reception areas are to be clutter free, tidy and in order at all times. Making sure that hand-over book is up to date and in order. Ensuring all bookings run smoothly and efficiently. Be responsible for the security of all monies and lost property at reception. Manage administrative requests as directed by the Management Team. To communicate with and assist your line manager (s) Ensuring members and guests upon their departure from the resort are offered a genuine farewell. Ensure compliance with all health and safety regulations. Up-sell with latest departmental incentives. Report accidents, maintenance issues, or other incidents. Managing lost property, maintaining accurate records of recovered and claimed items.

Accommodation Overview


Ensure all registration formalities are correctly completed, paying particular attention to charge-out details and credit rules. Ensure all extra items are charged. Aware of the configuration of the rooms and be able to direct accordingly. Attend room in cases of emergency. Assist with enquiries about the resort and locality. Being the first point of contact for any questions or queries guests may have. Doing basic administration including inputting reservations and answering the telephone. Predominantly focus and assisting in our front of house operation, our guest requirements and fulfil the necessary administrative duties. Prompt and efficient operational services meet required standards. Arrivals are checked in correctly, allocated a room and sent to their room without delay. Reservations are taken correctly and courteously. To ensure that enquiries, messages deliveries are dealt with courteously and efficiently. Upon check-out that you have accurately prepared the guest bill before presenting and taking any outstanding payments due. Monitor and action accordingly the daily room allocation based upon the following factors; Guest - length of stay, celebration, other noted requirements. Hotel - factors that may disrupt the guest during stay such as maintenance or noise. Monitor and action accordingly on a daily basis with guest relation team- 'exceeding guest expectations' this may be;Repeat guest, leisure or corporate.Celebration, wedding, birthday, anniversary.Special, this may constitute of, VIP, one off, Journalist, Previous Complaint etc.

Health Club Overview


Ensure client experience is proficient including bookings, payments, and consultation cards Interact and communicate effectively with clients, members, team members, guests, and management team Managing member check-ins, including verifying memberships and processing forgotten membership cards. Handling membership enquiries, providing information about services. Managing guest visits, offering leisure tours in the absence of membership advisors, and promoting facilities to prospective members. Scheduling and managing bookings for leisure activities, including personal training sessions, fitness inductions, and club (particularly pool) events. Class monitoring/ putting classes on the app at 0730 for members. Overseeing diary management, ensuring accurate scheduling and coordination with trainers and instructors Monitoring and responding to emails, including HubSpot enquiries and internal requests from the Club Manager. Processing retail transactions, including sportswear, accessories, and refreshments Providing recommendations on products and upselling relevant services. Handling all spa treatment bookings, maintaining an organized and well-coordinated schedule for therapists. Conducting confirmation calls and proactively upselling additional treatments and packages. Processing payments for treatments, retail purchases, and deposits, ensuring accuracy in all transactions. Tracking deposits and outstanding balances to ensure seamless guest experiences. Providing guidance to spa guests on their next steps, including relaxation areas, locker access, and post-treatment recommendations. Addressing enquiries related to spa services, promotions, and products, offering knowledgeable advice. Managing spa product sales, recommending treatments and skincare products suited to guests needs. Monitoring stock levels and liaising with suppliers for replenishments.

Health Safety Compliance

Acting as a first responder for emergency situations, administering first aid when require Ensuring compliance with all health and safety regulations within the leisure facility Monitoring security protocols and guest behaviour to maintain a safe and positive environment. Conducting walk of reception foyer and ensuring clean where required.

Additional Information

This has been prepared as a working document to identify the main areas of responsibility. It is not a definitive statement of duties nor specifically excludes any tasks, which may be considered reasonable.

Careers at St Mellion Estate

We are passionate about our people and our industry, both now and for the future. Over the past few years, we have been working alongside our partners in education and training, to develop our team and to prepare them for successful careers in the golf, leisure, tourism and hospitality industries. If you are a dynamic individual looking to become part o the St Mellion Team and would like a great career in hospitality, leisure, or golf, please apply.

Company Benefits - Working at St Mellion

Competitive Salary 28 Days Holiday rising to 33 Complimentary Membership for you and one other Employee Assistance Scheme Wagestream (Access a percentage of your salary before payday) Ride to Work Scheme Free Meals on Working Day Discounted treatments and products Discounts on Food and Beverage Long Service Bonus Scheme. * Free Parking