Guest Relations Assistant

LIFE AT CLAYS

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 were excited to share our love for British charm and competitive gaming with the world. Whether youre 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 youre seeking a workplace that values integrity fun and teamwork Clays might just be the place for you!

Weve been named one of the UKs Best Workplaces 2025 & 2026 by Great Place To Work UK! Thats right were all about creating an awesome place to work with plenty of fun growth and top-notch vibes. But dont just take our word for it heres 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.

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.

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.

CLAYS VALUES

At Clays our venues are for everyone and so is our workplace. We believe that to serve our diverse audience we must first celebrate and nurture diversity within our team. Thats why were dedicated to creating an inclusive culture. Different perspectives spark creativity and drive innovation. So if youre passionate about making a positive impact wed love to hear from you!

And of course were looking for someone who embodies our Clays values. Thats why weve framed them as key questions that guide everything we do:

SAFE - Is it safe Safety first. Its 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 experience We deliver an amazing experience by going above and beyond whats expected obsessing over the detail making thoughtfulness a priority and ensuring every guest and colleague feels seen valued and truly celebrated.

LASTING - Will it leave a lasting impression Lasting means creating impact that goes beyond the moment. At Clays the choices we make must meaningfully contribute to a lasting impression for our guests our people our planet and our brand.

SUMMARY OF POSITION

Whats 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.

This role is based out of our Soho venue.

DUTIES & RESPONSIBILITIES

Your role will include but may not be limited to the following responsibilities;

Guest Experience & Communication

• 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

• SevenRooms 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.

SKILLS DESIRED QUALIFICATIONS & ATTRIBUTES

• 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. SevenRooms 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

WHAT YOULL GET IN RETURN

We value our colleagues greatly and want everyone to feel rewarded.

Our great benefits include:

• Competitive base pay rate of 13.33 per hour plusweekly service charge paid as Tronc averaging 2 - 4.50 per hour.
• Holiday: 32 working days holiday pro rata each year including bank holidays with an increasing allocation up to a maximum of 36 days with length of service.
• Colleague Discounts: Enjoy a generous 50% discount during off-peak periods and 25% during peak periods for you your friends and family.
• Health Care Cash Plan: Up to 995 for reclaimable appointments & treatments and access to a Virtual GP.
• Career Growth: Advance your career with Clayers Academy our online learning platform and seize opportunities for growth within our expanding business. Plus earn globally recognized qualifications funded by Clays.
• Celebration Day: An additional paid day off each year to celebrate something meaningful to you.
• Parental Leave: Market-leading policies with 13 weeks at 100% pay for maternity adoption paternity and partner leave after 12 months of service.
• Employee Assistance: Access a 24/7 support service and up to 8 counselling sessions through our Employee Assistance Programme.
• Volunteer Day: A paid day off annually to give back to your local community.
• Birthday Gift: Choose a special gift to celebrate your birthday.
• Pension Scheme: Join our non-contributory pension scheme with a minimum 3% contribution from us and 5% from you.
• Recognition and Incentives: Enjoy team recognition and rewards through our Shooting Stars programme.
• Hospitality Discounts: Access exclusive discounts via Hospitality Rewards.
• Meals Provided: Free meals for colleagues working operational shifts.

Plus were certified as a Great Place to Work reflecting our commitment to creating an outstanding work environment!