Job Title: Guest Services Supervisor
To manage a small team over a seven-day week operation in a luxury environment, assisting the Head Porter with the running of the team.
To ensure every guest or visitor receives a warm welcome at Grantley Hall, both at the Gate House and the front door, following standard operating procedures.
To demonstrate genuine passion and enthusiasm for Yorkshire and the local area, providing a five-star experience to all guests and visitors.
To communicate effectively with the Hotel Porter and Reception teams regarding guest arrivals.
To oversee the Reception area throughout the day, ensuring guest needs are met, vehicles are valet parked, and luggage is managed efficiently.
To assign roles to team members on duty, covering all key operational areas daily.
To assist the Head Porter in preparing rotas for review by the Front Office Manager/Assistant Front Office Manager, accommodating business demands.
To train team members, and participate in team reviews, appraisals, and Personal Development Plans (PDPs).
To follow shift procedures as set by the Front Office Manager and contribute to reviewing and updating SOPs.
To ensure all equipment functions correctly and report faults immediately.
To attend training courses and meetings as required.
To be flexible and carry out additional tasks as requested by senior management, supporting the wider team and completing assigned projects.
To adhere to Grantley Hall's Health & Safety policies and Fire procedures, making staff aware of their responsibilities.
To embody and uphold Grantley Hall's values daily.
Experience & Skills:
* Experience in a similar luxury environment (Concierge/Hosting roles) is required.
* Excellent verbal and written communication skills.
* Computer literate; training will be provided.
* Exceptional customer service skills, capable of communicating at all levels.
* Well-presented, adhering to grooming standards.
* Full clean driving licence, over 25 years old, for insurance purposes.
* Proactive, with a willingness to support the team beyond standard duties.
About Grantley Hall:
Nestled in North Yorkshire, Grantley Hall is a 5-star, 17th-century luxury hotel with 47 rooms, multiple restaurants, bars, a spa, and gym. Recognised for excellence, it is a member of The Leading Hotels of the World and Forbes Travel Guide.
Employee Benefits:
* Monthly service charge (approx. £2,400 annually).
* Holiday entitlement increases with service, up to 33 days.
* Access to earnings before payday (Wagestream).
* Free parking, complimentary meals, discounted accommodation, and more.
* Regular team events, awards, and wellbeing activities.
* Employee discounts on food, beverage, spa, and retail.
* Uniform, shoe allowance, eye tests, onsite gym, and referral schemes.
* Support programs including employee assistance, development courses, and volunteering days.
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