Role Title:  Guest Host

Location: Any of Celtic Holiday Parks 3 Parks as required

·          Croft Country Park, Reynalton, Kilgetty, Pembrokeshire. SA68 OPE

·          Meadow House Holiday Park, Summerhill, Amroth, Pembrokeshire. SA67 8NS

·          Noble Court Holiday Park and Celtic Escapes, Redstone Road, Narberth, Pembrokeshire. SA67 7ES

Explore our website for further details on each Park and facilities

Salary: minimum £9.00 per hour (depending on experience – to be discussed at interview)

Hours: Basic 40 hours per week (Full time), including weekend and evening rotas

            This post is also available for part time working at a pro rata rate

Reports to: General Manager, Head of Operations and Marketing, Restaurant Team Leaders

Responsibilities: Customer service, reception duties, check ins, check outs, and front of house service duties (bar and restaurant). The role will also include welcoming customers using the Celtic Wellbeing beauty and fitness services, supporting the beauty therapy team, welcoming customers who have an interest in holiday home ownership, and directing them to relevant personnel including maintenance and housekeeping.

Job Purpose:  To provide a first point of contact to guests, owners and other customers as a face of Celtic Holiday Parks. This is a key role to providing excellence in customer services across the Celtic Holiday Parks portfolio, offering a warm welcome and a can do attitude. The Guest Hosts role is to meet all customer needs on arrival, through the duration of their stay and departure, and to ensure that the holiday experience at Celtic is second to none resulting in return visits. The role also provides a seamless integration to front of house duties at Charlie’s restaurants and bars, support, bar service and waiting duties.

At Celtic we put the guest/customer at the heart of our operations, therefore the role is multi-functional and highly rewarding in ensuring that the business has the talkability factor.

This is a real hands on role, within a fast paced, dynamic business currently holding the accolade of “Best Caravan and Glamping in Wales”.

KEY AIMS:

• To support the delivery of outstanding holiday experiences for holiday homeowners, guests using rental accommodation and those wishing to purchase holiday homes at each Park.
• To provide a true can do attitude ensuring all guests and others using Charlie’s restaurant and bars, Celtic Wellbeing, and any other services such as the viewing of holiday homes are welcomed and provided with an outstanding level of service.
• To support the alignment of all services within the Celtic Holiday Parks group, to deliver and maintain our five star standard, striving to exceed at all times.
• Proactively contact guests and owners by both telephone and email to support the upselling of products within the food, beverage and beauty facilities.
• To deliver a proactive approach to meeting the needs of external customers - both guests and holiday home owners within the parameters given - while working collaboratively with all colleagues within the business.
• To ensure that all tasks are carried out to a high standard aligned to the wider aims of Celtic Holiday Parks’ status as a multi award winning company.

MAIN DUTIES:

Budgets

• Working alongside team leaders and managers to contribute to the success of the wider Celtic Holiday Parks portfolio.

Operations

The role of the Guest Host is wide ranging supporting all elements of the business. Primary responsibilities include:

Holiday Guests and Owners

• Providing a warm welcome to everyone to ensure a memorable first impression
• Operating the check in and check out facility for all guests and owners
• Answering any queries that guests, owners and customers may have in regard to the Parks, local area or facilities, demonstrating a real willingness to go the extra mile, and ensure that your name is mentioned during customer feedback!
• Being organised with an ability to prioritise responsibilities, especially on busy check in days. Preparing welcome packs in advance of arrival, being aware of all customer needs and communicating as necessary with maintenance and housekeeping teams
• Using own initiative to identify urgent maintenance issues and communicating to relevant colleagues, and feeding back outcome to guests
• Having a caring approach to customer issues and complaints, ensuring that timely feedback is provided.
• Use in house IT systems and others to monitor holiday bookings and requests. These are primarily handled through the Booking Hub, but also filter through to Guest Host roles. Training will be provided
• Using Microsoft office suite to create and maintain spreadsheets, word documents etc. as required
• Responding professionally and promptly to requests from guests and owners. This can be verbally or via email
• Recording of owner requests and liaising with internal teams such as maintenance to ensure timely outcomes
• Management of bookings for swimming pools and gyms
• Supporting the marketing and promotions team in making contacts with guests to meet targets in secondary on site spend, as well as in beauty, food and beverage
• Carrying out Celtic’s Covid protocols in consistently ensuring that regular freshness checks and sanitising is carried out in shared facility areas such as rest rooms, swimming pools and gyms
• Flexibility to provide support in all areas of the business to meet wider business goals, including providing additional support to complete administration tasks as required from time to time by the Booking Hub
• Keeping comprehensive records of conversations and outcomes via a daily blog style system
• Being proactive in bringing new ideas to the table, new process and a general can do approach to all aspects of Celtic Holiday Parks
• Meeting personal and team goals together with other Celtic strategic goals

Front of House/Food and Beverage

• Taking owner, guest and customer bookings for Charlie’s restaurants and Celtic Wellbeing, liaising with relevant team members as necessary
• Promoting special offers both verbally and by telephone as required
• Taking guest orders from food and beverage menus, all bar work and making of teas, coffees etc.
• Supporting the wider Charlie’s team to provide waiting and clearing tables as necessary
• Use IT skills to include till, telephone and EPOS systems. Handling of cash and EPOs including credit/debit cards. Operating end of day closing of systems

Standards

• Implementing the highest standards of work at all times, acknowledging and promoting the dynamic culture of Celtic Holiday Parks
• Maintaining a clean and safe working environment and working within the Company Health and Safety Procedures at all times
• Acting as an ambassador of the company when interacting with guests, owners and all other customers, promoting and ensuring the good reputation of the Company
• Being proactive to develop and maintain an excellent knowledge base about the Company its aims and goals
• Professional standard of dress with uniform provided 

Reporting

• On a day to day basis -  to the General Manager, General Manager, Managing Director and wider Directors

Other

• To attend team meetings, progressive training and development as may be required by the Company
• The job description gives a general outline of the duties of the post and is not intended to be an inflexible or finite list of tasks. It may be varied from time to time, after consultation

PERSONAL SPECIFICATION

This role profile is not exhaustive; it will be subject to periodic review and may be amended to meet the changing needs of the business.