Find your place in the field of good food

Our goal is to connect good people with good food. We advertise sustainable food jobs and training opportunities to help jobseekers and employers find each other.

Roots to Work is a project of Sustain: the alliance for better food and farming.

Reception and Customer Service Supervisor

Tillingham Estates Limited
Peasmarsh, East Sussex

Posted: 21 Feb 2025

Deadline: 20 Mar 2025

Compensation: £25,000 to £30,000 per annum

Paid Full-time Part-time Flexible hours Permanent

Job description

Tillingham Vineyard is a beautiful estate located in Peasmarsh, East Sussex. It's set amidst 70 acres of rolling hills and woodlands, with stunning views along the Tillingham River valley and across to the hilltop town of Rye. The vineyard is known for its natural and biodynamic wine production. Our Restaurant just retained our Green Michelin Star for the fourth year running. We offer 11 unique rooms, as well as 2 high-spec Bell Tents available seasonally from May through September.

The team who greet our guests provide the first step to the entire experience; whether an email enquiry, a previous guest or someone seeking a new and exciting way to celebrate or get together, our Guest Team ensure that we deliver on all expectations.

Your role will be to lead the Reception and Guest team across the key areas of efficient bookings, management of enquiries through all media, and liaison with hotel, bar, restaurant and winery teams to ensure every guest has the opportunity to experience the whole of Tillingham.  

Responsibilities

• Supervision and Team Leadership: Lead, manage, and motivate the reception and guest team to deliver a high standard of service. Coordinate and manage rotas, ensuring adequate staffing levels during all shifts. Provide training and support to new and existing reception staff on procedures, systems, and policies.
• Hotel Services: Ensure the reception team provides a professional, friendly, and efficient service to all guests and visitors. Oversee the smooth management of bookings, cancellations, and rescheduling, using a range of hospitality  IT systems (such as Reslynx and SevenRooms). Handle all queries, complaints, and concerns, escalating any unresolved issues to the Guest Manager when necessary.
• Sales and Tours: Ensure the reception shop is maintained and stocked and manage the sales to guests.  Effectively manage Tours and Tastings bookings, with the allocation and scheduling of Tour Guides to accommodate demand. 
• Email and digital enquiries: Ensure that all enquiries are responded to within appropriate timescales, in line with Tillingham KPIs, escalating where appropriate. 
• Communication: Act as the key point of contact between reception and the wider team, ensuring effective communication between all areas and provide a point of liaison with same.  

Skills and Competencies required:

• Confident when communicating with everyone; assertive skills demonstrated to ensure an authentic but empathetic approach to all challenges
• Digital confidence with systems and an ability to effectively manage busy inboxes across a range of areas
• Ability and confidence with written communication - particularly in response to guest enquiries or challenge 
• Interest in wine, sustainability and hospitality - some experience useful 
• Willingness to work in a busy, flexible and complex business where a 'hands-on' approach is required, within a team of like-minded and passionate people

Application information

Please send your CV and brief introduction to careers@tillingham.com.  We will send you an application form and will aim to respond to all applicants. 

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