Position Overview:
The main focus of this post is to deliver a consistently high standard of customer service. With excellent communication and organisational skills, you will be passionate about people with the confidence to liaise via telephone and in person. The role involves taking initiative and being pro-active as you will be responsible for responding to requests and enquiries in a timely and appropriate manner.
The post holder is expected to work independently as well as in a team environment; with the ability to manage multiple assignments and completing priorities in a fast paced environment. The ability to respond quickly to changing needs and circumstances is vital.
This role requires you to wear the full uniform. A neat and tidy appearance is essential at all times.

Core Hours: 30 hours per week: rostered shifts, to include days, evenings, bank holiday and weekend working. (Rostered 4 weeks in advance). Flexibility in hours of work is necessary in this post.

Principal Duties and Responsibilities include:
• To maintain the highest standards of welcome, service and operational efficiency to guests, clients and colleagues
• Provide the highest possible standards of customer service ensuring guests are served in a polite, efficient, professional and friendly way
• Work as part of a team, making sure that an enjoyable environment is maintained, whilst focusing on guest retention to deliver high quality service standards and improve guest satisfaction levels.
• Anticipating and understanding guests’ requests, providing accurate information on hotel services, selling and upselling experiences and identifying future selling opportunities
• Undertake various administrative tasks within the department including processing internet bookings
• Ensure all guest comments, including complaints, are dealt with in an effective and speedy manner in order to facilitate good guest relations and optimise guest satisfaction.
• Ensuring all procedures for revenue processing are adhered to at all times and any discrepancies are reported to management immediately
• Undertake hosting duties, including hosting service for our overnight guests a minimum of 1 night per week: ie arranging the dining room, welcoming and serving guests, prepare and serve drinks and cocktails, tidying the dining room after meal service and laying up for breakfast service
• Ensure that Health and Safety Regulations are adhered to at all times
• Demonstrate a pro-active approach to self-development
• Support the continuity of service provision by providing flexible cover in the absences of other members of guest service staff
• Attend team meetings / undertake agreed actions; attend formal & informal training as required
• Other duties as required to support effective and efficient site working as required

The role requires a strong combination of excellent interpersonal skills, a passion for hospitality, and with customer focus in mind.
The ideal candidates for the job will have proven experience in hospitality.
A reliable form of transport is essential due to the remote location and start/finish times.

To apply for the above position, please send a CV and covering letter to Rachel Garrett, Head of HR, at rachel@thebigcatsanctuary.org

Closing date for applications 24 July 2017; interviews will take place during w/c 7 August 2017.
Please be advised that we will only respond to those who have been short listed for interview.