Each member of the Rockliffe Hall team strives to be the very best at what they do, from making sure your room is spotless for your stay to encouraging you to book with us in the first place and everything in between. So we have started a new blog series ‘A Day in the Life…’ where you will get to go behind the scenes with a different staff member and learn a little bit more about them and their role at Rockliffe.
Ps. If you think Rockliffe Hall might be the place for you, take a look at our careers section here.
A Day in the Life of… Angela Doran from the Reception Team
Hi I’m Angela and I have worked at Rockliffe Hall for a relatively short length of time, only 6 months, but have been welcomed by the warm and friendly team, who all have one clear focus – the guest’s enjoyment at the heart of everything they do, I fit in straight away.
A typical day for me starts only one way, with my adrenaline junky, highly-strung husband rising for the day around 5.30am! Then depending on the day of the week, that will be him going off to one of his jobs either as a doctor on the Great North Air Ambulance to deal with whatever trauma case might happen in our region, or as an Anaesthetist at the James Cook University Hospital. But my favourite day is when he is not doing either of those and we pack up our VW T5 van with our mountain bikes and head off to the amazing mountain bike trails we have here in the area, usually the likes of Hamsterley Forest or Guisborough Woods. We usually ride for 2 – 3 hours up steep inclines and down some rocky, mud encased trails, the bits I love most are the relentless climbs – legs spinning, digging deep, I will get to the top! And then my favourite of all the cake as a reward! Afterwards we make our way back to the VW and on returning home that is when my day gets even more enjoyable, I get to go to work at the most amazing hotel as a receptionist.
My career has almost always been in the leisure industry, starting out to pay my way through college and university working for what was then Rank Holidays – Butlins and Haven Holidays. After graduating university I was enlisted by the company on their graduate management training scheme and quickly gained experience and knowledge in all aspects of the leisure industry. I managed departments such as catering, retail, and most importantly and the most enjoyable for me, guest services. At that time the company was taken over by Bourne Leisure which merged British Holidays and Warner Holidays – Just for Adults, which is where my career took me next. My knowledge and experience saw me promoted into a troubleshooting role, to spend time in the sales and marketing teams of all 10 Warner Hotels and enhancing the guest experience. For nearing 2 years I spent time in all sorts of places, from the Isle of Wight in the south to Harrogate in North Yorkshire, developing onsite marketing and the front of house teams to deliver impeccable customer care. The role meant me being away from home five or six nights a week and once I had achieved all my goals I took the decision to return home to North Yorkshire to put down my roots. This is when I was fortunate enough to meet the amazing man in my life, my husband who brought me eventually to work in my perfect, work/life balance job, at Rockliffe Hall as a Receptionist.
Each day can be so different at Rockliffe Hall, and the shift patterns give you the opportunity to do exciting things with your day – in and out of work. On an early shift the focus will be ensuring the guests morning and check out goes smoothly. We need to meticulously check through every guests departing bill and, working alongside concierge, ensure we provide a warm farewell, check the guest has had an amazing stay and hope they come back soon. Once all the guests have departed our focus turns to preparing for events happening in the hotel that day. From grand affair weddings to simple business meetings, all get our dedicated focus to ensure we can attend to their every need, know all the answers and ensure everything goes smoothly. We also then prepare for the new guest arrivals to the hotel, working with housekeeping to prepare the most exquisite bedrooms, the restaurants to ensure their kitchens are prepared for the new guests with delicious delights (and dietary requirements) and the spa to ensure that rest and relaxation are on the agenda. At mid-point in the day is the handover of shifts from early to late shift. The late shift focus is the arriving guest with check in usually being the busiest part of the day. Just before 3pm the rooms are all completed by our housekeeping team and we are all prepared to give a warm welcome to our guests who we want to have an amazing stay. That is really where our focus always is, on ensuring the guests have everything they want and need and more! So a day in the life of a receptionist is never boring, always unpredictable and therefore we strive to deliver the unexpected!
To find out more about working at Rockliffe Hall, please call 01325 729999 or email email@example.com.