Guest Experience Host / Concierge

Circa £12.21 Per Hour

Location Description

The Reserve is a new and exciting luxury lodge resort set in the grounds of Chester Zoo. Nestled in nature and designed to offer an unparalleled guest experience. The Reserve combines world-class amenities with a unique sense of adventure and tranquillity.

Job Description

Position Overview

A new and exciting luxury lodge resort set in the grounds of Chester Zoo is opening August 2025 and we are on the lookout for Guest Experience Hosts to join the team.

The Reserve is an exciting development of 51 savannah inspired luxury lodges, overlooking a beautiful lake or our giraffe habitat and connecting directly to the stunning Heart of Africa zone of Chester Zoo. From immersive experiences to quiet relaxation, The Reserve is a place to make lasting memories.

The Role

As a Guest Experience Host, you’ll be one of the first faces our guests meet – offering a personal, knowledgeable and thoughtful welcome. From taking care of guest luggage and valet parking to helping plan a bespoke stay, you’ll play a key part in making each guest’s experience at The Reserve, smooth, special, and memorable.

Responsibilities:

• Greet guests with warmth and enthusiasm, creating a memorable first impression
• Assist with guest arrivals, check-ins, and departures with efficiency and professionalism
• Provide expert knowledge on the resort, Chester Zoo, and local area activities
• Coordinate guest requests, special occasions, and bespoke experiences
• Work closely with the front office, housekeeping, and F&B teams to ensure seamless service
• Handle queries, feedback, and issues in a positive and solution-focused manner
• Assist guests with luggage handling and transportation to their rooms
• Provide valet parking service and ensure safe handling of guest vehicles

What We’re Looking For:

• Passion for delivering outstanding guest service and unique experiences
• Friendly and professional, with excellent interpersonal skills
• Previous experience in a concierge, front office, or guest-facing hospitality role is desirable
• Ability to multitask, remain calm under pressure, and work flexible hours
• Full UK driving licence and confidence in driving a range of vehicles (desirable but not essential)

Troo Benefits

• Pension Scheme: Gear up for the future with our pension scheme that ensures your financial stability.
• Fantastic Food & Beverage Discounts: Calling all foodies! Enjoy mouthwatering discounts at our partnered restaurants and bars. Savor the flavours and make your taste buds dance with delight.
• Mind-Blowing Employee Discount Rates: As a TROO Hospitality team member, you get exclusive access to unbeatable travel discounts. 
• Long Service Incentives: Dedication deserves celebration! Our Long Service Incentives honour your commitment with special rewards and recognition for your loyalty over the years.
• Team Member pass so you can visit the zoo during your time off.
• An amazing working environment - Where else can you see critically endangered animals from your office window or stroll among rare giraffes and tigers on your lunch break.