Front Office Agent

At Gilpin Hotel & Lake House, we proudly offer two distinct luxury establishments situated on separate estates, yet operated seamlessly as one cohesive team. Whether you opt for the laid-back ambiance of Gilpin Hotel or the distinct combination of hotel and country house at Gilpin Lake House, your experience with us is designed to be effortlessly harmonious. 

Gilpin Hotel & Lake House are part of the prestigious Pride of Britain Hotels and we are proud to be one of the 580 members of Relais & Châteaux, an association of worldwide independent hotel and restaurant owners.

The Front of House team at The Gilpin Hotel & Lake House play an integral part of the Guest Experience, from greeting all guests as they step from their vehicles, to waving them off at the end of their stay - and everything in between to ensure their stay is the most enjoyable and wonderful experience they have ever had in a 5* hotel. No job or request is too small for this team and for this busy group, the teamwork required is undeniable and unique.

A Front Office Agent

• Welcomes guests with a smile and is generally the first point of contact.
• Responsible for keeping the main reception area and the cabin clean and tidy.
• Ensures that the Gilpin buggies are kept looking presentable and clean as they carry guests around the site.
• Reads and acknowledges all handovers and guest issues in order to be aware of any issues.
• Carries a radio at all times to be able to communicate with other teams efficiently.
• Follows expected radio procedure and is mindful of what is communicated and how.
• Monitors the reception inbox, replying to all emails with an acknowledgment for arrivals and answering all enquiries in a timely manner, ensuring that the inbox is cleared daily.
• Answers the main phone politely, with a smile and responds to requests accordingly and in a friendly manner.
• Communicates with other teams to enquire information is shared quickly and efficiently regarding guests requirements using email, phone or radio.
• Reports any maintenance issues using the correct procedure and in a timely manner.
• Monitors check in sheets and contact guests ahead of arrival to answer queries and prepare for arrival.
• Checks the evening handover sheet to ensure any relevant issues are brought to the team’s attention.
• Has pride in their appearance, and is dressed in a smartly presented uniform, with long hair tied back or up.
• Staffs the reception welcome cabin to ensure a warm welcome is extended to all arrivals.

• Previous experience in a similar level of establishment is preferred.
• Previous Front of House and guest facing experience is essential
• Experience with the booking system, Reslynx is essential with ResDiary and Trust Payment experience desirable.
• Strong teamwork and communication skills to effectively collaborate with the FOH team.
• Flexibility to work evenings, weekends, and holidays, as per the demands of the business.
• The ability to handle complaints and deal promptly with any issues, using tact, diplomacy and with a smile is required.
• Good health and a general level of fitness is required as carrying and moving luggage is an essential part of this role.
• Is adaptable to rota changes and is able to respond to urgent issues in a helpful and calm manner, prioritising guest welfare in the first instance.

Salary: £27,495 to £31,005

Gratuities are allocated on a points basis, depending on development tiers. Although variable, average levels are projected as being from £153 to £460 per month.

Hours: 45 hours per week.

• Canteen
• Company events
• Company pension
• Discounted or free food
• Employee discount
• Free or subsidised travel
• Gym membership
• On-site parking

Relocation assistance may be available

Staff transport provided free between staff houses and hotel