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Direct message the job poster from The Grand, York
Located within York’s historic city walls and overlooking York Minster, The Grand, York stands as the city’s only five-star hotel — a landmark of luxury, heritage, and exceptional hospitality. Once the Headquarters of the North Eastern Railway Company, our “Palace of Business” remains one of the city’s most beautiful and inspiring places to work.
The Opportunity
We’re seeking a dynamic and results-driven Hotel Manager to help lead our award-winning, independent property to even greater success. You’ll be a hands-on leader, passionate about guest experience, people development, and operational excellence.
You’ll thrive in a bespoke, non-branded environment where individuality, service excellence, and local character define the guest experience.
The Role
Operational Leadership
* Provide strong, visible leadership across all operational departments — including Front Office, Housekeeping, Food & Beverage, Spa, and Maintenance — ensuring the seamless day-to-day running of the hotel.
* Collaborate closely with department heads to maintain operational excellence, maximise efficiency, and deliver a consistently outstanding guest journey.
* Act as a key decision-maker in the General Manager’s absence, ensuring continuity of service, standards, and performance.
* Take an active role in both the Leadership and Commercial teams, contributing to the strategic direction and commercial success of the business.
* Maintain full compliance with all health, safety, licensing, and employment regulations, embedding a culture of accountability and care.
* Demonstrate flexibility with 5-over-7-day coverage, including weekends and evenings, to meet the needs of a luxury, city-centre operation.
Guest Experience
* Uphold and continuously enhance The Grand’s five-star service standards, ensuring every guest experience reflects the property’s reputation for excellence.
* Anticipate guest needs and proactively identify opportunities to delight, personalise, and exceed expectations.
* Lead service recovery with professionalism and empathy, driving a culture of ownership and continuous improvement.
* Champion guest feedback analysis to identify trends and inspire innovative service enhancements across departments.
* Foster a culture of genuine warmth, personalised attention, and meticulous attention to detail consistent with The Grand’s brand values and heritage.
* Support the General Manager in achieving the hotel’s financial and commercial goals, including revenue growth, profit margins, and cost control.
* Lead and monitor departmental budgets, forecasts, and key performance indicators, ensuring accurate financial reporting and accountability.
* Collaborate with the commercial and revenue teams to identify and maximise new revenue opportunities, including F&B innovations, upselling initiatives, and effective yield management.
* Apply strong business acumen to balance guest satisfaction, team wellbeing, and financial sustainability.
* Lead, inspire, and develop a high-performing team of department heads, promoting collaboration, empowerment, and shared success.
* Foster an environment of learning, wellbeing, and professional growth, ensuring all team members have the opportunity to excel.
* Drive effective recruitment, onboarding, and performance management processes that align with The Grand’s values and service standards.
About You
You’ll bring:
* Proven hotel management experience gained within a luxury (4* or 5*) hotel environment
* Strong financial acumen and operational expertise
* In-depth understanding of hospitality operations, guest service standards, and brand management
* A collaborative, empowering management style
* The ability to inspire and motivate multi-departmental teams
* A passion for delivering five-star service with authenticity and flair
* Knowledge of the Yorkshire hospitality market and luxury travel trends would be an advantage.
What We Offer
At The Grand, you’ll join a family that puts wellbeing, recognition, and growth at the heart of everything we do. Benefits include:
* ✨ Senior leadership benefits (discussed at interview)
* 🎓 Fully funded apprenticeship programmes up to Level 7
* 🌿 Wellbeing initiatives and mental health support
* 🎉 Generous Splendid Family discounts across the group
* 🍳 Complimentary meals on shift and cookery school discounts
* 🚗 Local travel and parking discounts
* 🏆 Regular recognition events and celebrations
About Us
The Grand, York is part of the Splendid Hospitality Group, a family-run business driven by our values: Honest, Nimble, Brilliant, and Open.
Our vision is simple — to be the UK’s most loved hotel.
We’re proud winners of Hotel of the Year (Catey Awards) and named in The Sunday Times Top 100 Best Places to Work 2023.
Join us in continuing to make history and delivering unforgettable guest experiences every day.
What Happens Next
If this sounds like your next step, click Apply — it takes just a few moments.
We’ll review your details and be in touch to arrange a conversation with one of our team.
The Splendid Hospitality Group is an equal opportunities employer and a Disability Confident Committed Employer, proud to build diverse, inclusive teams.
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Management
Industries
* Hospitality and Hotels and Motels
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