RECEPTION MANAGER
Full Time
Competitive rate of pay plus monthly service charge, typically £2,400 annually
37.5 hours
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
* 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 inquiries.
* 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 be an ambassador for team training and engagement. Consistently finding ways to develop training standards, checklists and onboarding processes. Celebrating team member successes to inspire.
* Assist with recruitment shortlisting and interviews, as well as preparing paperwork and liaising with candidates prior to their start date. Ensure all tools are available for their training.
* To take responsibility for any outstanding charges on the guest ledger and to ensure they are settled promptly.
* Consistently review and develop SOPs to ensure they are up to date for team members and are assisting in the progression of the department.
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.
* The ability to demonstrate a strong customer service ethos and the ability to deliver consistently high levels of service delivery.
* Computer literate, previous experience in using PMS is essential, Opera V5 or Cloud is desirable. Excellent verbal and written communication skills.
* A high level of confidentiality.
* Full, clean driving licence due to our insurance policies is essential.
* Ability to meet deadlines and work under pressure.
* Use of own initiative with willingness to go above and beyond in supporting the wider Grantley Hall team.
* Detail orientated and drives standards.
* Confident, self-motivated and present a profes