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 was the first UK hotel to achieve Hospitality Assured World Class Status and also received a Two MICHELIN Key Distinction in 2024. As a member of The Leading Hotels of the World and PoB Hotels, it features 47 opulent rooms and suites, five restaurants, three bars, an award-winning spa and a cutting-edge gym, making Grantley Hall a truly distinctive luxury experience. The hotel is also a member of Forbes Travel Guide which recognises a commitment to service excellence across the globe .
Key Responsibilities
* Provide a 5 star service throughout the night continuing to run the operation and maintain the safety and security of the hotel.
* Have a management presence throughout the night in order to ensure all guests are looked after and that the Night Porter team fulfil their role & responsibilities to the highest standards.
* Work alongside the Head Porter and Reception Supervisors to ensure continuity from the night shifts to day shifts in the Front Office operation. Providing full and clear handovers.
* Occasional shifts during daytime hours may be required as per business requirements to support the Front Office operation.
* Deal with any guest who have complaints involving any of the services of the hotel and escalate to the relevant Heads of Department and/or Guest Experience Managers where necessary.
* Ensure that all employees are treated fairly and consistently as outlined in their terms and conditions of employment, local legislation and company/hotel policies and procedures.
* Assist the Night Porters with any queries, offering solutions and taking control as necessary and escalating to the Front Office Manager or Assistant Front Office Manager should any problems arise.
* Have an awareness of Standard Operating Procedures and assist the Front Office Manager and Assistant Front Office Manager in the continuous development and review of these.
* Assist in training any new team members, recording the training given on record sheets. These sheets to be kept up to date with continual coaching remarks and amended task analysis.
* Ensure all guests needs are exceeded at every opportunity during the night, including assisting with general guest requests throughout the night, assisting with transport arrangements as required and accommodating in room dining requests as required.
* Continue the Front Office operation throughout the night, being responsible for assisting with late arrivals, early departures and handling telephone enquiries. Ensuring you are meeting procedure guidelines and following standard operating procedures as set out by management.
* Complete any billing, auditing and clerical tasks as per SOPs and management direction.
* Ensure the hotels cleanliness and standards are adhered to throughout the night, providing cleaning where required and as directed by Management.
* Complete regular security walks around the property to ensure the hotel is safe and secure.
* Report any issues and to take the appropriate action to mitigate any potential immediate risk. Reporting and notifying any issues to the Front Office or Assistant Front Office Managers
* Assist every department to ensure that the standards and quality of Grantley Hall are adhered to.
* Ensure the company's Health & Safety policy and fire procedures are adhered to at all times.
Key Skills, Qualities & Experience
* Excellent verbal and written communication skills and a polite etiquette essential
* Computer literate and knowledge of Opera Cloud desirable, however training will also be given on this
* Excellent customer service skills with the ability to communicate at all levels
* Well presented, adhering to Grantley Hall's grooming standards at all times
* Use of own initiative with willingness to go above and beyond in supporting the wider Grantley Hall team.
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 (£3,400 per year)
* Complimentary bespoke uniform and chef whites
* Complimentary meals whilst on duty
* Refer a Friend bonus - Earn up to £1000
* Holiday Buy/Sell Scheme
* 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 Stream, allowing you to instantly access your wages
* Simplyhealth - Health cash plan