Pendley Manor

Pendley Manor, a unique Hertfordshire hotel, is a Grade II listed property, set in 35 acres of beautiful lawns and wooded parkland close to Tring. We pride ourselves on offering guests the very warmest welcome in comfortable surroundings and highest standards of service.

We are looking for exceptional people to provide outstanding service to our guests and who put our people at the heart of everything we do.

An exciting opportunity has arisen for a Reception Manager to join our Front Office team.

The successful candidate will be responsible for ensuring consistent service standards within the Reception and providing clear direction for the front office team. This hands-on role provides the perfect opportunity for a passionate and customer focused professional, ensuring the highest standards are maintained throughout the department, so that our guests’ expectations are exceeded.

We are seeking a candidate with previous experience in a similar establishment and the following skills:

• Experience
• Excellent communication skills, including writing, proof reading, and speaking
• Excellent interpersonal skills both in person and by phone, with high professionalism
• Ability to work under pressure, multi-task and with little supervision
• Fantastic customer service ethic and high expectations for quality
• Previous experience within a Reception Management role
• Knowledge of system Opera beneficial but not essential.
• Ability to adjust to business requirements and flexibility
• Lead and motivate the Reception team.
• Ensure personal presentation is immaculate at all times and action any issues immediately
• Manage absence and sickness of your team members
• Provide administrative support to the client as and when required.
• Proactively manage any ongoing / potential issues
• Highlight ongoing or potential issues to the FOH Manager or DM
• Communicate information to the team as required in a clear and concise format
• Regularly monitor and check the level of service being provided by the reception team ensuring excellence at all times
• Ensure that you and the team continually focus on the customer experience delivery, standing to meet every guest and hosting when required
• Review and update the standard operating procedures (SOP’s) manuals and train your team on new or reviewed procedures
• Ensure all enquiries and requests from internal customers to the department are dealt with in a timely manner
• Deal with complaints and escalate if necessary
• Conduct regular one to one meetings and annual appraisals
• Attend trainings and other meetings as required

General Duties & Responsibilities

• To supervise the daily running of the Reception desk and surrounding area
• To ensure that visitors, occupiers and clients are met and greeted in a five-star manner – standing to meet every guest
• To ensure visitors are announced as appropriate in line with the site team agreement
• To ensure visitors and occupiers are assisted with their queries in a knowledgeable and professional manner
• To ensure that additional assistance is offered as and when required
• To ensure the guests name is used as appropriate during conversation
• To ensure excellent customer care and front of house standards are maintained at all times
• To ensure complaints are dealt with in a calm and professional manner
• To ensure that the Reception Team adheres to the sites security procedures and regulations as set out by management
• To ensure that telephone calls from customers and occupiers are answered in a friendly, timely and professional manner
• To ensure any questions or queries are dealt with and escalated where appropriate
• To ensure that any maintenance issues in the Reception and lobby area are reported
• To ensure that the Reception area is kept tidy and dean at all times
• To produce accurate reports as and when needed
• To work with the management team in the delivery of initiatives that improve customer/client expectations
• To assist in ensuring that the overall security is not compromised at any time by highlighting any irregularities or suspicious behaviour
• To assist in ensuring that Health & Safety is not compromised at any time by reporting accidents, near misses, unsafe working environment(s) or unsafe behaviour
• To comply with building Emergency Procedures

Personal Presentation

• Ability to prioritise
• Understands the importance of having a good rapport with our Service Partner and other service providers
• Warm, friendly, approachable and passionate
• Confident and outgoing nature, good sense of humour and an approachable personality
• Innovation concepts and forward thinking

Pendley manor is an historic county house hotel, located alongside the picturesque Hertfordshire town of tring, a little more than an hour from central London. The Hotel offers luxury accommodation, Spa, Extensive Leisure facilities, Restaurant and Private Dining rooms and is a popular venue for Weddings and Events.

The hotel has recently undergone a major refurbishment upgrading all bedrooms and its leisure and spa facilities, repositioning now as a 5* hotel.

We are seeking a qualified spa/beauty therapist to join our growing spa team in providing a range of high quality treatments. You will ensure that our customers and guests receive the highest standards of service at all times, be responsible for spa equipment and products, ensure the cleanliness and hygiene of treatment areas are maintained and you will be aware of and promote all treatments and promotions.

This is a fantastic opportunity for any therapist wishing to progress within their career and grow with an exciting new spa.

Required skills

• A valid beauty therapy qualification NVQ LVL 3 or equivalent
• Great communication skills
• Friendly and approachable
• Previous spa experience (desirable)
• Espa trained ( desirable full training will be provided)
• Jessica trained (desirable full training will be provided)
• Gel trained (desirable)

We offer a competitive salary, all required training will be provided, discounts on hotels stays, treatments, products and much more. There is also free parking onsite free meals on duty and uniform is also provided.

To apply Please contact Karen Oliver on her email hr@pendley-manor.co.uk

We are currently seeking to recruit a Commis Chef to join our team. You would take part in all operations within the kitchen environment. A normal day in the kitchen includes preparing food for both private functions and service, including afternoon tea, formal dining and banqueting.

You would need to show a strong interest in cooking, be able to multi task and have very strong communication skills.

The day to day duties include:

• Preparing and cooking in line with our exceptionally high standards
• Presenting food in a creative way, drawing attention to each part of the dish
• Safe storage & rotation of food, maintaining high standards of cleanliness

The Ideal candidate will have:

• Ability to work to the hotel’s high standards
• Ability to work as an efficient, reliable and flexible team member
• Ability to work in an organised and hygienic manner

The hours are 45 per week, 5 days out of 7 may entail some split shifts

Pendley Manor is an equal opportunities employer providing in house NVQ Training and employee benefits such as concessions on accommodation and dinner and discounted rates on treatments and products in our beauty spa. Food is also provided when on shift.

We are looking for a Conference & Banqueting Supervisor to join our team here at the Hotel. The overall objective is assisting in overseeing and directing all aspects of the day to day running within the Conference and Banqueting Operation.

The main focus of this position is to provide a professional efficient and friendly service to our delegates including weddings and private dining guests. This requires excellent customer service skills and good communication with other departments.

The role will include a mixture of shifts, some split from 6.30am until late when the function closes.

Your main duties will include:

• Preparing conference and events rooms to company standards prior to arrival
• Servicing the rooms during their event.
• Serving of food and drink.
• Offering a high standard of help and service
• Maintaining a high level of cleanliness in both back and front of house areas.

Key skills required for the role;

• Flexibility to respond to a range of different work situations
• Ability to work on your own or with other staff members
• High standard of customer care skills and be able to work on your own initiative ensuring our guests always receive the best experience.
• Enthusiastic, self-motivated, proactive with a good eye for detail
• Good working knowledge of conferences and events
• Able to work flexible hours on a shift basis on any day of the week

Salary – Competitive.