Careers
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Waitresses / Waiters
POSITION: Waiter/ Waitress
DEPARTMENT: Front Of House (FOH)
REPORTING TO: Restaurant Manager
JOB SUMMARY
A Waiter/ Waitress is responsible for ensuring guests have a positive experience while exhibiting excellent customer service. The duties include greeting guests and taking their orders, communicating with team members both in front of the house and the chefs in the kitchen about orders.
Key Responsibilities and Accountabilities
Operational Activities
Satisfactory performance will be achieved when:
• Tables are set up with the proper linen, silverware, glassware, and/or china.
• Guests are greeted and escorted to their designated table(s).
• The menu is fully understood, and a detailed knowledge or explanation is offered regarding portions, ingredients, or potential food allergies.
• A thorough understanding of the drinks available to guests and how these are prepared and served (both hot and cold).
• A good understanding of any promotion(s) or day’s specials is known.
• Assisting guests with menu recommendations upon request.
• An accurate food and drink(s) order(s) is taken, using an order pad and then inserting these into the POS ordering system (or directly using the iPads supplied).
• Orders are promptly communicated to the Kitchen.
• The food and beverage(s) are served correctly using the indicated silverware, glassware, and/or china.
• Menu items are upsold offering a better guest experience.
• Checks/bills are checked and confirmed before handing to guests for payment or to obtain a signature for room postage and these are closed off properly.
• Clearing and cleaning of tables by removing any dirty plates, glasses, and silverware to the appropriate cleaning area.
• Excellent customer service is provided to guests.
• Any set up is correctly done for Breakfast, Lunch, Afternoon Tea, Dinner, Coffee/Tea, Room Service, Etc.
• Any assistance to other departments has been met.
• A pleasant, positive, and professional image is always projected.
• The needs and expectations of all Guests have been managed.
• All guest order has been delivered in a timely manner.
• To ensure a thorough knowledge of all products both food and beverage within your department.
• Other duties to include keeping the work areas clean and tidy.Administration activities
Satisfactory performance will be achieved when:
• Menus are correctly organised and ready for next service.
• Necessary documentation needed is filled correctly and filed in the right location.
• Telephone calls and internal communications are handled according to the hotel’s standards.
• A clear handover has been received or passed on from shift to shift.Competency Requirements
Qualifications and Experience:
• Eligibility to live and work in the UK.
• Ability to communicate freely in the local language.
• Previous experience in 5 stars environment is required
• Open and friendly with a desire to deliver exceptional Guest experience
• Good attention to details and accuracy
• A team player, contributing positively to team performance.
• Excellent time management skills with the ability to priorities workloadEssential knowledge, skills, abilities, and other characteristics:
• Ability to interact with and adapt to varying personality types and cultures.
• Ability to perform job functions with accuracy and speed, while paying attention to detail.
• Ability to maintain confidentiality and prevent disclosure of sensitive information.
• Ability to be flexible (to work on weekends, holidays, or overtime).
• Must always display a professional attitude without showing partiality to individuals.
• Is always service oriented with a pleasant demeanour.
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Receptionist
POSITION: Receptionist
DEPARTMENT: Back of House
RESPONSIBLE TO: Back of House/Reception Operations Manager
RESPONSIBLE FOR: This post is not responsible for any other members of staff
JOB SUMMARY
This department is the ‘engine room’ of the full Hotel operation across all departments. The key purpose is to ensure that everything is planned both internally and externally, supporting internal departments to run efficiently and smoothly, and most importantly, that all Guest information and pre-arrival planning is completed to a five-star standard so the Ops Team can consistently deliver a five-star service from Guest arrival to Guest Departure.
It is expected that the incumbent will be guided by departmental goals and objectives, uphold the performance standards for the various activities and adhere to the Employee Handbook, Core Standards, Service Quality Standards and legislation relevant to the workplace.Key Responsibilities and Accountabilities
Operational Activities
Satisfactory performance will be achieved when:
• To undertake general office duties, including dealing with correspondence, emails, filing, telephone operations, photocopying etc. to ensure the smooth running of the reception area.
• To work within the front hall reception desk to check the guests in and out of the hotel and escort them to their rooms.
• Assist guests with questions and offer recommendations.
• To accurately prepare operational paperwork including the production of daily menus, daily in house figures and dietaries to our Head Chef, arrivals report for our housekeeping team and in house reports for our front of house team.
• To fully understand all pricing across all segments of the business and special offers to provide accurate information to guests.
• To support the Sales & Reservations department and ensure that reservations and cancellations are processed efficiently in days where Reservations is not covered.
• To accurately input bookings & guest information to ResDiary & Checkfront.
• To be fully aware of, and strictly adhere to, security procedures laid down by the hotel and company. This to include keys, stock, cash, and property.
• To administer the general petty cash system in an accurate manner.
• To accurately complete the daily banking.
• To be fully aware of any comply with hotel and company rules and regulations as identified in the Staff Handbook.
• To attend training when required.Guest Services Activities
Satisfactory performance will be achieved when:
• The receptionist is the first point of contact for all incoming calls and emails, providing a five-star service to all guests, staff and suppliers.
• To deal with guests requests quickly and efficiently to ensure a comfortable and pleasant stay.
• To be responsible for accurate and efficient guest billing procedures.
• To provide a high-quality prompt concierge service to guests in house and those with reservations, upselling activities and experiences at every opportunity.
• To conduct daily pre arrival calls to guests due to arrive, capturing all information as per our guidelines and taking immediate action on guest requests.Competency Requirements
Qualifications and Experience:
• A minimum of 1 years’ experience in a similar role.
• Strong knowledge of Microsoft Office 365 and good IT skills.Essential knowledge, skills, abilities, and other characteristics:
• Strong organisational skills & time management.
• Pleasant & friendly telephone manner and outstanding communication skills.
• Ability to work without direct supervision.
• Ability to be flexible (to work on weekends, holidays, or overtime).
• Strong sense of visual and aesthetic awareness.
• Must be detail- and results-oriented with a pleasant demeanour at all times.
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Assistant Restaurant Manager
POSITION: Assistant Restaurant Manager
DEPARTMENT: Food and Beverage (FOH)
REPORTING TO: Restaurant Manager
JOB SUMMARY
The Assistant Manager is responsible to assist the Restaurant Manager in managing the day to day running of the restaurants and events across the Fine Dining 3 Rosette Castle and Glasshouse Azalea Restaurant, Room Service and Drawing Room service.
This includes but is not limited to rostering, adhering to labor forecasting budgets, implementing upselling opportunities customer satisfaction, delivering 5 star service standards, inventory and supply management.
About you:
• Ideally experience within a Rosette Restaurant or a 5 star hotel
• Passionate about quality Food & Service
• Wonderful host, providing a personal service without being intrusive
• Have strong back of house & organisational skills
• Wine knowledgeAssistant Restaurant Managers Job Description
• The Assistant Manager respond appropriately to all Guests needs and questions, ensuring we deliver an Exceptional Glenapp Castle Guest Experience.
• Effectively manage distribution of workload amongst self and direct reports and manage employees to ensure performance expectations are met.
• To ensure a thorough knowledge of all products both food and beverage within your department.
• Offer support and assistance to the Restaurant Manager where required and deputise in there absence.
• The Assistant Restaurant Manager will drive the team to deliver an exceptional service to our Guests. Meet and greet customers, organise table reservations and offer advice about menu and wine choices.The food and beverage(s) are served correctly using the indicated silverware, glassware, and/or china.
• A thorough understanding of the drinks available to guests and how these are prepared and served (both hot and cold).• Assisting guests with menu recommendations upon request. Menu items are upsold offering a better guest experience.
• Orders are promptly communicated to the Kitchen and all guest orders have been delivered in a timely manner.
• Checks/bills are checked and confirmed before handing to guests for payment or to obtain a signature for room postage and these are closed off properly.
• Any set up is correctly done for Breakfast, Lunch, Afternoon Tea, Dinner, Coffee/Tea, Room Service, Etc.
• To assist with the service within the Apartment when required.
• Comply with licensing laws and other legal requirements.Competency Requirements
Qualifications and Experience:
• Eligibility to live and work in the UK.
• Ability to communicate freely in the local language.
• Previous experience in 5 stars environment is required
• Wine knowledge
• Open and friendly with a desire to deliver exceptional Guest experience
• Good attention to details and accuracy
• A team player, contributing positively to team performance.
• Excellent time management skills with the ability to priorities workloadEssential knowledge, skills, abilities, and other characteristics:
• Ability to interact with and adapt to varying personality types and cultures.
• Ability to perform job functions with accuracy and speed, while paying attention to detail.
• Ability to maintain confidentiality and prevent disclosure of sensitive information.
• Ability to be flexible (to work on weekends, holidays, or overtime).
• Must always display a professional attitude without showing partiality to individuals.
• Must be able to value time and have a strong sense of commitment to agreements.
• Must be accountable and ethical in all conduct.Interested – send you CV and covering letter to hr@glenappcastle.com
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Event Planning Executive
POSITION: Event Planning Executive
DEPARTMENT: Sales, Marketing & Events
REPORTING TO: Events Manager
JOB SUMMARY
The Event Planning Executive is responsible for supporting the Events Manager and operations team in creating year-round experiences & bringing these visions to life through the successful planning and delivery of events at Glenapp Castle.
The key purpose is to ensure that everything is planned for all events, both internally and externally, supporting internal departments to run efficiently and smoothly, and most importantly, that all event and guest information and pre-arrival planning is completed to a five-star standard so the Event Operations Team can consistently deliver a five-star service from guest arrival to guest departure.
It is expected that the Events Planning Executive will be guided by departmental goals and objectives, uphold the performance standards for the various activities and adhere to the Employee Handbook, Core Standards, Service Quality Standards and legislation relevant to the workplace.
Key Responsibilities and Accountabilities
- Liaison with Glenapp’s event customer by telephone, email, zoom & in-person meetings to plan small events from confirmation to after departure
- Liaison with the Events Manager to ensure the event runs smoothly from confirmation, to planning and then until delivery
- Conducting event show rounds and planning meetings on site at Glenapp Castle or via zoom for small events
- Close liaison with the Hotel Ops team throughout the planning of all events
- Creation of the internal event planning document capturing all guests’ requirements in a format that the operation team can use to effectively run the event
- Creatively suggest opportunities for guests to enhance their stay by promoting and upselling activities and experiences for events
- Booking of relevant event spaces, activities & experiences in Glenapp’s internal systems – ResDiary & Check front
- To ensure that all rooming lists and notes are correctly placed into PMS system – Clock
- Updating calendar of events and keeping event blocks accurate to ensure correct availability for all other rooms for reservations to sell
- To support the reservations department and ensure that events, individual reservations, and cancellations are processed efficiently
- All event information must be accurate, continuously reviewed and kept up to date across multiple internal systems - Master Event Sheet (MES), PMS (Clock), Res Diary and Check Front
- Liaising and building strong relationships with event suppliers
- Presenting small events at weekly management meeting
Requirements
- Proven experience in an event or administrative role, ideally in a five-star environment and weddings
- Computer savvy; highly proficient in all aspects of MS Office
- Outstanding communication
- Excellent command of English, both verbal and written.
- Experience of event operation and delivery
- Excellent organisational skills and time management
- Customer-service orientation
- Great initiative and creative ideas
- Demonstratable ability to create memorable and lasting experiences and guest service
- Excellent attention to detail
- PMS knowledge
Competency Requirements
Qualifications and Experience: Minimum of 1 - 2 years’ previous experience in an event planning role, ideally planning weddings or a degree in Events management or equivalent
Glenapp Perks
- We are part of the following hotel families, giving all employees access to the following discounts*:
- Relais & Chateaux – properties offered at £100 or €100 per night & 25% off Food
- Luxury Scotland - £75 per room per night
- POB Hotels - £150BB per night with a 20% discount on food, beverage and spa treatments
- Competitive salary & monthly tips split equally between all team members
- Glenapp staff members, friends and family receive 50% discounted rate per room within Glenapp Castle
- Staff meals provided during working hours
- Team days out and scheduled activities each month
- Monthly employee of the month get to together
- Glenapp staff member receive 50% discount off food at Glenapp Castle restaurants
*T&C’s apply to all discounts
Interested – send you CV and covering letter to hr@glenappcastle.com
Apply Now
Come and join our growing team!
Due to business growth at Glenapp Castle this is an exciting time to join the team. We have business expansion over all areas of the business so if you want to be part of a successful team please contact us.
