Company Description
Location: On-site in Knutsford, Cheshire, North-West England (not remote)
Fairmont Cheshire, The Mere is one of the North West’s most distinguished luxury destinations. Nestled in the heart of the Cheshire countryside and surrounded by a championship golf course, the resort combines Fairmont’s world-renowned elegance with the warmth and character of its local heritage. Renowned for exceptional service and attention to detail, Fairmont Cheshire, The Mere offers guests an indulgent escape featuring world-class spa experiences, exceptional dining, and outstanding leisure facilities. Whether visiting for relaxation, celebration, or business, Fairmont Cheshire, The Mere is dedicated to creating unforgettable moments and delivering the very best in 5-star luxury hospitality.
Your purpose will be:
To deliver an elegant, seamless, and genuinely warm welcome that reflects the sophistication and heritage of Fairmont Hotels & Resorts. The Receptionist is the first impression of the hotel, ensuring every arrival, departure, and interaction is handled with grace, precision, and a deep commitment to personalised luxury service. This role supports the smooth operation of the Front Office while elevating each guest’s stay into a memorable Fairmont experience.
Job Description
- Deliver a warm, polished and service‑focused welcome to all guests, members and colleagues
- Maintain full knowledge of spa services, treatments and promotions to confidently support guest enquiries
- Operate telephones professionally, ensuring all calls are answered promptly with friendly, accurate and helpful responses
- Manage guest arrivals and departures efficiently, creating a seamless and memorable first and last impression
- Keep the front‑of‑house area immaculate, tidy and styled to a luxury 5‑star standard at all times
- Handle guest concerns with genuine care, resolving where possible before escalating to management
- Complete daily checklists thoroughly and ensure smooth, detailed handovers between shifts
- Maximise guest value by promoting spa services, treatments and retail opportunities appropriately
- Provide accurate information and assistance to guests and visitors, ensuring their needs are fully met
- Follow correct cash‑handling, float and safe procedures in line with company standards
- Build confidence in the Jonas booking system and use it effectively for reservations and guest management
- Carry out front‑of‑house administrative tasks with accuracy and attention to detail
- Support management by undertaking additional duties when required
- Follow all procedures for accident reporting, maintenance issues, fire safety and emergency evacuation
- Adhere to all Health & Safety regulations while on the premises
- Complete all documentation accurately and in accordance with departmental SOPs
- Maintain the company dress code and consistently present a professional, polished appearance
Please note that we believe in flexibility and multi-skilling, and you may be asked to do different tasks from time to time to enable us to meet the needs of our guests and colleagues.
Qualifications
- Experience in Front Office or guest‑facing hospitality roles, ideally within luxury hotels
- Strong communication and interpersonal skills with a polished, professional presence
- Familiarity with hotel systems such as Opera Cloud PMS desirable
- Excellent organisational ability and attention to detail
- Confident handling payments and guest accounts
- Understanding of UK hospitality standards including health & safety and GDPR
- Additional languages advantageous for an international clientele
- A passion for luxury hospitality and delivering exceptional guest experiences
Additional Information
What is in it for you?
- Exclusive Discounts:
- Fairmont Cheshire, The Mere, Spa and Golf discount
- Fairmont, Raffles, and Accor Hotels (friends and family rates are included)
- 20% off food and beverage in on-site restaurants
- Colleague restaurant
- Being part of The Mere Team – our culture is unique!
- You will benefit from training and development opportunities
- Competitive salary and benefits including pension
- 28 days of holiday including public holidays
- 1-5 days service award based on length of service
- Special rates for Fairmont Cheshire, The Mere colleagues and their friends & family and discount across Accor hotels worldwide
- And last but not least you will get to work with a team of EXTRAORDINARY people
