Who are we?
Maison Estelle is a private members' club set in a Grade I-listed Georgian townhouse on Grafton Street, Mayfair. A 'hosted home', bringing people together that have plenty to say and nothing to prove. A new school club (no rules), with old school values of personalised service and discretion.
What's in it for you?
AtEstelle, we prioritise your well-being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates and biannual socials. Nurture your well-being with stocked colleague spaces and staff food. Engage in forums shaping The Estelle Way. Join us for a fulfilling journey where you arevalued,supported, andcelebrated.
Here at Estelle, we want to create a unified culture and sense of belonging across both Estelle Manor and Maison Estelle. We have a range of perks and benefits at your fingertips:
- Biannual company socials plus smaller social and sports groups.
- Exclusive staff rates and F&B discounts across Ennismore brand.
- Birthday day off
- Goes without saying, but we will feed you during your shift.
- Added protection of our pension, health cash plan and life assurance schemes.
- 28 days holiday, inclusive of bank holidays, which increases with length of service.
- Recommend-a-friend bonus scheme.
BENEFITS
- WSET qualifications
- 28 days holiday inclusive of bank holidays (increasing with length of service), pension and life assurance.
- Inclusion in the Tronc scheme.
- A health cash plan to claim money back and get access to lots of ways to support your physical & mental wellbeing.
- Goes without saying, but we will feed you during your shift.
- Lots of opportunity to develop your skills and progress internally.
- Regular team get togethers, from regular team drinks to bi-annual parties.
- Opportunities to join one of our committees and influence how we do things, how we socialise and how we support the local community.
- Great incentives and reward programmes including recommend a friend bonuses, employee of the month and much more.
WHAT YOU WILL DO
The key responsibilities for this role will include but are not limited to:
- Handling and proactively anticipating member requests and enquiries in a timely manner to ensure a positive outcome is always achieved.
- Providing a genuine, attentive, and friendly service to our members in order to reflect the club standards to exceed member expectations.
- Maximising food and beverage bookings using SevenRooms and use up selling techniques to promote the club services and facilities.
- Dealing with and resolving customer requests, questions and complaints through multiple communication channels.
- Acting as the point of reference for members who need assistance or information and attend to their wishes and requirements.
- Supporting the events team when required with creation of BEO's.
- Continually aiming to improve service by communicating and anticipating member's needs.
- Supporting and answering questions and provide assistance to stakeholders, management and members as needed.
- Suggesting changes or improvements to increase accuracy, efficiency, cost reductions and to improve member's experience.
- Having good communication skills and proficiently liaising with all departments on an ongoing basis; close relationships with culinary and food and beverage operational teams.
PERSONAL PROFILE
- Proven experience in a similar role with a hospitality business background.
- Computer literate (MS Office, SevenRooms, CRM systems)
- Excellent time-management skills; comfortable prioritising what is important during busy periods.
- Obsessive about attention to detail.
- You are an inspiring leader who relishes taking responsibility for running finance departments.
- A balance between a methodical and process-driven approach and flexibility and creativity when it comes to meeting deadlines and finding solutions.
- Excellent communication skills and comfortable talking to colleagues, senior management, and coming front of house to talk to members.
- A genuine passion for hospitality and hosting.