As a Guest Relations Executive, you will be a proactive primary point of contact for our guests, managing their experiences from reservation to check-out. This front-facing role involves collaborating with all hotel departments to ensure a seamless five-star experience. You will respond to guest queries politely and efficiently, adhering to AA standards.
Your responsibilities include fostering guest loyalty, encouraging repeat business through exceptional service, handling administrative tasks, managing phone and email correspondence, and providing reservation services such as room and restaurant bookings. You will also welcome VIP and celebratory guests, organize special amenities, and oversee guest feedback to ensure satisfaction and revenue protection.
Knowledge of hotel Health and Safety, Fire Safety, Departmental Fire Safety, and Security procedures is essential to maintain a safe and secure environment for both guests and staff.
What We Offer
The Grand, York offers a variety of benefits to enhance engagement and wellbeing, including:
* Fully funded Apprenticeship programmes up to level 7
* Management training programmes, Ignite and Inspire
* Family discounts on accommodation, food, and drink
* 50% discount on cookery classes at our Grand Cookery School
* Monthly bulk shopping opportunities
* Discounted parking and bus travel
* Complimentary hotel experience during probation
* Monthly treats and an annual ‘Thank You’ week
* Diversity celebrations and local attraction discounts
* Recognition events like Grand Star of The Month and Long Service dinners
* Company pension scheme and Cycle to Work initiative
* Participation in sustainability and charity activities
* Free ESOL classes and mental health support
* Employee assistance programmes and referral incentives
* No split shifts, with two days off together
* Complimentary meals and refreshments on shift
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