Overview
Nestled in the North Yorkshire countryside, Grantley Hall is a five-star, 17th-century property offering a blend of stately grandeur and contemporary luxury. A leader in luxury hospitality, it features 47 opulent rooms and suites, five restaurants, three bars, an award-winning spa, and a cutting-edge gym. The hotel is a member of Forbes Travel Guide recognising service excellence and a member of The Leading Hotels of the World and PoB Hotels.
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 enquiries
* 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 act as an ambassador for team training and engagement, developing training standards, checklists and onboarding processes
* Assist with recruitment shortlisting and interviews, and prepare paperwork liaising with candidates prior to their start date; ensure tools are available for their training
* Take responsibility for outstanding charges on the guest ledger and ensure they are settled promptly
* Review and develop SOPs to keep them up to date for team members and support department progression
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
* Strong customer service ethos with the ability to deliver consistently high service levels
* Computer literate with experience in using a PMS (Opera V5 or Cloud desirable); excellent verbal and written communication skills
* High level of confidentiality
* Full, clean driving licence due to insurance policies
* Ability to meet deadlines and work under pressure
* Detail-oriented and drives standards
* Confident, self-motivated and professional in all circumstances
* Hands-on approach to work with a focus on productivity and improvement
* Well presented and adherent to Grantley Hall’s grooming standards
* Experience managing a large team within the hospitality industry
* Genuine passion for Yorkshire and the local area, with a commitment to providing a 5-star experience
Benefits
* Tips typically over £200 per month (£2,400 per year)
* Complimentary uniform and chef whites
* Complimentary meals while on duty
* Refer a Friend bonus – Earn up to £1000
* Complimentary employee car parking
* Complimentary access to 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
* Discounted live-in accommodation for eligible roles
* Access to employee benefits, rewards and discounts targeted at hospitality
* Awards, team events and recognition programs
* Employee Assistance Programme and wellbeing support onsite
* Team Member of the Month and other recognition schemes
* Discounts on Grantley Hall Restaurants, Spa products and Gift Shop
* Discounted stays at Grantley Hall and with Pride of Britain Hotels
* Cycle to work scheme
* Access to Wagestream for wage access
Seniority level
* Mid-Senior level
Employment type
* Full-time
Job function
* Customer Service
* Hospitality
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