- Category
- Customer Service
Key Responsibilities
• Lead, motivate, and support the Reception team to deliver exceptional guest service in line with Grantley Hall’s luxury standards.
• Oversee all front desk operations, including check-in, check-out, reservations, and guest inquiries.
• Ensure a warm and professional welcome for all guests, creating a memorable first and last impression.
• Coordinate with other departments to provide a seamless and personalised guest journey.
• Monitor service quality, handle guest feedback and complaints effectively, and implement improvements where required.
• Manage staffing levels, training, and scheduling to maintain efficiency and service excellence.
• Take responsibility and be an ambassador for team training and engagement. Consistently finding ways to develop training standards, checklists and onboarding processes. Celebrating team member successes to inspire.
• Assist with recruitment shortlisting and interviews, as well as preparing paperwork and liaising with candidates prior to their start date. Ensure all tools are available for their training.
• To take responsibility for any outstanding charges on the guest ledger and to ensure they are settled promptly.
• Consistently review and develop SOPs to ensure they are up to date for team members and are assisting in the progression of the department.
Key Skills, Qualities & Experience
• Use of own initiative with willingness to go above and beyond in supporting the wider Grantley Hall team.
• Friendly, courteous and helpful with the ability to communicate at all levels with guests and colleagues.
• The ability to demonstrate a strong customer service ethos and the ability to deliver consistently high levels of service delivery.
• Computer literate, previous experience in using PMS is essential, Opera V5 or Cloud is desirable. Excellent verbal and written communication skills.
• A high level of confidentiality.
• Full, clean driving licence due to our insurance policies is essential.
• Ability to meet deadlines and work under pressure.
• Use of own initiative with willingness to go above and beyond in supporting the wider Grantley Hall team.
• Detail orientated and drives standards.
• Confident, self-motivated and present a professional persona in all circumstances.
• Hands on approach to work, always being productive and looking to improve.
• Well presented, adhering to Grantley Hall’s grooming standards at all times.
• Experience of managing a large team within the hospitality industry.
• To have a genuine passion and enthusiasm for Yorkshire and the area local to Grantley Hall, as well as providing a 5* experience to all guests and visitors
Benefits
We offer a wide range of benefits and have excellent opportunities for career development and provide exceptional training programmes for all employees:
- Tips typically over £200 per month (£2,400 per year)
- Complimentary bespoke uniform and chef whites
- Complimentary meals whilst on duty
- Refer a Friend bonus - Earn up to £1000
- Complimentary employee car parking
- Complimentary state of the art onsite gym - with personal trainer support
- 31 days annual leave (including bank holidays) increasing with service
- Professional development opportunities at all levels
- Reimbursement on work shoes, sight tests and professional memberships
- Modern and spacious discounted live in accommodation for eligible roles
- Access to hundreds of exclusive employee benefits, rewards and discounts targeted specifically at the hospitality sector. We support our employees do more with their money and help their wellbeing be providing access to a wide range of stand out well being support.
- We celebrate success. With an annual awards ceremony as well team events and incentives. Throughout the year we also celebrate training achievements, birthdays, marriages, new babies and length of service awards.
- Employee Assistance Programme helpline and online support, along with wellbeing champions onsite
- Team Member of the Month Awards
- Discount on Grantley Halls Restaurants, Spa products and Gift Shop
- Discounted stays at Grantley Hall, as well as other Pride of Britain Hotels
- Cycle to work scheme
- Access to Wagestream, allowing you to instantly access your wages
- Simplyhealth - Health cash plan
