Afternoon Tea Host

Job Type: Part-time

Pay: Up to £12.70 per hour

Expected hours: 24 per week

The ideal candidate will be passionate about delivering exceptional guest experiences and possess a warm, welcoming demeanour. This role offers an opportunity to be part of a refined hospitality environment, providing memorable afternoon tea services to our esteemed guests. The successful applicant will be responsible for creating a relaxed and sophisticated atmosphere, ensuring every guest enjoys a delightful experience.

Working as part of the Resort Events Team, you will contribute to the general running of the Afternoon Tea Service at Hensol Castle with the addition of weddings and conferences should the Events Manager require.

Afternoon Tea service at Hensol Castle runs on Fridays, Saturdays & Sundays.

Key Responsibilities

This section details the main responsibilities for this position. However, this is not a definitive list and a flexible approach to work duties is expected from all members of our team.

Customer Service Ensure that all guests are acknowledged and approached to the agreed standard always reflecting 5-star service. To meet and greet the guests on arrival and throughout service to ensure guest expectations are achieved and services are provided in a timely manner and are of a consistent standard. Answer any telephone calls in a polite and courteous manner and action any customer requests, including booking and amending afternoon tea bookings. Monitor the standards of products being served continually feeding back guest opinions and comments to the Events Manager Report any guest complaints, immediately to your line manager ensuring all queries are followed through in a swift and professional manner. Engage with guests, anticipate their needs, and ensure they feel valued and attended to throughout their visit. Build rapport with guests, offering personalised recommendations and upselling menu items where appropriate.

Operations

To be fully conversant with F&B outlet menus, wine lists and dining etiquette to ensure all sales opportunities are maximised. Ensuring “specials of the day” are promoted to guests. Ensuring all dietary requirements have been identified and dealt with in a safe manner. Escalating any issues to a GRM or your Line Manager. To liaise daily with the Managers to ensure you are fully briefed for the shift. Also providing a debrief to your Line Manager on any issues that have occurred during your shift. Conduct pre-arrival calls where possible to check details of bookings and amend any issues prior to arrival. To ensure payment transactions including room charge, cash, debit and credit cards are processed efficiently in a polite and courteous manner. Ensure sufficient supplies of crockery, cutlery and glassware during service. Ensure tables are cleared in a timely manner and when necessary, reset in line with the service standards. Maintain cleanliness and presentation standards throughout the service. Liaise with service staff to ensure food is presented to the guests at a high standard, explaining the contents of their afternoon tea. To ensure you adhere to the till procedures communicating any discrepancies or issues to the Events Manager before the end of your shift. Ensure that you are fully aware of F&B standards within current UK and EEC regulations with regard to the Weights and Measures Act and Trading Standards. To be aware of energy consumption within your areas of work ensuring lights, air conditioning or equipment not in use are switched off. Ensure you are fully conversant with the SOP manual discussing any queries directly with your line manager. To ensure you are fully conversant in the setup of breakfast and afternoon tea in accordance with the SOP manual. Assist with stock takes as required. Ensuring requisitions are completed in a timely manner, ensuring plenty of stock available to guests for consumption/purchase. To assist within all Events outlets as the needs of the business dictate. Department Appearance ensure you maintain the department housekeeping standards, always monitoring and influencing housekeeping standards. Assist with a daily check of the Atrium, Kitchens & Bars, ensure they are clean and tidy and set up according to any client requirements and in line with the department SOP. Ensure all equipment, furniture etc is correctly stored when not in use. Ensuring all any equipment not in use if stored in the appropriate manner. Ensure maximum stock levels are available prior to each shift. Ensure cleaning rotas are adhered to and in line with company standards. Ensure safe and correct usage of the glass washer paying attention to any COSSH regulations. Ensure high standards of personal hygiene at all times.