Guest Relations Assistant - Clays

What's the Gig, you ask? As a Guest Relations Assistant, you will be at the forefront of delivering an exceptional guest experience, providing a warm, seamless, and professional service from first impression through to departure and feedback. You will support the reservations function by assisting with guest arrivals, in-venue interactions, and the wider group reservations process, including managing inboxes and phone lines to the highest standards of hospitality.

Working closely with the Guest Relations Manager and operations teams, you will play a key role in creating efficient, personalised, and memorable experiences for every guest at Clays., Your role will include but may not be limited to the following responsibilities,

• Guest Check-In & Arrivals (Soho):
  Welcome guests, manage arrivals efficiently, and ensure a smooth check-in process with a friendly and professional approach.
• Phones & Inbox (Group):
  Answer incoming calls and assist with reservations and guest queries in a timely, polished manner. Support inbox management as required.
• Guest Interaction:
  Act as a knowledgeable and approachable point of contact for guests, providing information on bookings, menus, and venue offerings.
• Issue Resolution:
  Handle guest queries and minor complaints confidently, escalating where necessary, while ensuring a positive outcome.

Reservations & Systems Support

• Seven Rooms Management:
  Observe booking flows and patterns, finding opportunities to optimise the booking flow.
• Reservations Assistance:
  Support booking management, including amendments and confirmations, and ensure the diary is up to date.

Operations Support

• Cloakroom Management:
  Oversee the day-to-day running of the cloakroom, ensuring items are stored securely and returned efficiently to guests.
• Daily Preparation:
  Assist with guest journey preparation, including wristbands, gaming coins, QR codes and other venue-specific requirements.
• Event & Service Support:
  Provide hands-on support during busy services and events, particularly during guest arrivals and peak times.
• Soho Support:
  Assist with venue-specific tasks such as lost property handling and general guest logistics.
• Issue Resolution: responding to guest complaints or feedback through the use of 125 alongside the operations teams.
• Previous experience in a customer-facing or hospitality role preferred
• Strong communication skills, both written and verbal, with a friendly and professional manner
• Excellent attention to detail and organisational skills
• Comfortable using reservation and CRM systems (e.g., Seven Rooms, Salesforce, 125 Feedback)
• Ability to multitask and remain calm under pressure in a fast-paced environment
• Polite, approachable, and guest-focused, with a passion for delivering amazing experiences
• Reliable, punctual, and flexible with working hours, including evenings and weekends
• A team player who builds positive relationships with colleagues and contributes to a supportive working environment

Welcome to Clays, the ultimate indoor clay shooting experience and cocktail bar! We bring the thrill of a British clay target shooting weekend to the heart of the city. Our unique twist on Olympic clay shooting makes the sport safe, fun, and accessible for everyone. As we expand locally and globally, we're excited to share our love for British charm and competitive gaming with the world.

Whether you're after a thrilling day with friends or a lively evening with colleagues, Clays is the perfect spot for adrenaline-pumping, fun-filled experiences.

Careers at Clays are loaded with possibilities. As we grow our brand, we are equally dedicated to the growth of our team. We offer ample opportunities for personal development and top-notch training. Our team is a vibrant mix of independent thinkers who are passionate about crafting unforgettable experiences for our guests. If you're seeking a workplace that values integrity, fun, and teamwork, Clays might just be the place for you!

We've been named one of the UK's Best Workplaces 2025 & 2026 by Great Place To Work UK! That's right - we're all about creating an awesome place to work, with plenty of fun, growth, and top-notch vibes. But don't just take our word for it, here's what our colleagues have to say about us:

• "You can be yourself here. The company values character and willingness to learn over prior knowledge. They provide all the training you need, and your progress is entirely up to you." /li
• "From day one, the collaborative and supportive culture at Clays has been clear. The onboarding process and continuous training show a real commitment to employee development." /li
• "Mistakes are stepping stones here, and no one is frowned upon for making them. We learn from each other, which is unique in a workplace." /li

• SAFE
  - Is it safe? Safety first. It's our responsibility to protect our people, our guests, and our business. We make decisions that create an environment where everyone feels safe, respected, and supported.
• AMAZING EXPERIENCE
  - Will it deliver an amazing…