Job Description
As a Guest Relations Executive, you will be a proactive primary point of contact for our guests, taking ownership of their experiences from the moment they make a reservation with the hotel to the time they check out. As a front-facing role, you will work together with every other department of the hotel to ensure that our guests enjoy a seamless five-star experience. You will also respond to and follow up on guest queries in a polite, friendly, and efficient manner, ensuring adherence to AA standards.
You will be responsible for fostering guest loyalty and encouraging repeat business by forging meaningful relationships with guests through exceptional service.
In addition to handling administrative tasks, you will manage phone calls and email correspondence from both in-house and prospective guests. This includes taking and delivering messages and providing general reservation services, such as room and restaurant bookings when required, as well as carrying out of operational actions and requests.
Your responsibilities extend to welcoming and ensuring the well-being of VIP and celebratory guests and organising special amenities for them. You will also oversee the management of guest feedback via various platforms, including in-person, and address any concerns to ensure guest satisfaction and safeguarding of revenue.
Furthermore, your familiarity with hotel Health and Safety, Fire Safety, Departmental Fire Safety, and Security procedures is essential. This knowledge will not only ensure the safety of your team but also contribute to a secure and comfortable environment for our guests.
What We Offer
The Grand, York is proud to provide our team with a variety of benefits to enhance and drive engagement. We believe in consistent and tangible reward and recognition initiatives, and we put health and wellbeing firmly at the heart of our employer brand. Joining The Grand, York is not just a career, but a deeply rewarding journey with limitless opportunities to develop and grow.
1. Fully funded and supported Apprenticeship programmes up to level 7
2. Supervisory and Management development training programmes, Ignite and Inspire.
3. Splendid Family discounts across our group - on accommodation, food and drink.
4. Enjoy being creative with friends and family with a 50% discount on cookery classes in our Grand Cookery School
5. We operate a monthly Grand Family shop, where you can buy bulk items to help with the cost of living.
6. Discounted local NCP car parking and discount off local First bus travel.
7. Experience our hotel as a guest with a complimentary guest experience for you and a guest within your 90-day probation period
8. Monthly pay day treats and an annual ‘Thank You’ week – full of treats and activities.
9. We celebrate our diverse workforce with awareness days and diversity lunches.
10. Visit York discounts to visit local attractions and experience what our wonderful city has to offer.
11. We love to recognise our Grand Family through Grand Star of The Month, Grand Celebrity of The Week, Probation Pass lunch and Long Service recognition dinner. Enjoy our annual Grand Family party, with many other social events throughout the year.
12. Company Pension salary sacrifice scheme.
13. Access to our Cycle to Work scheme through Green Commute Initiative to support health and wellbeing and our environment.
14. Make a difference and join our Grand Goes Green Team, our Grand Plans Team to help organise our social events and raise funds for our nominated charities. There is also opportunity to represent your department in our Grand Family Forum.
15. Fully funded and supported ESOL classes (English for Speakers of Other Languages)
16. 12 Mental Health First Aiders onsite to provide signposting and initial support.
17. Retail Trust Employee Assistance Programme (EAP) to give free, confidential 24-hour support and advice whenever you may need it.
18. Employee referral scheme - refer a friend or family member and receive a £350 incentive payment.
19. No split shifts, 2 days off together.
20. Complimentary light breakfast, lunch, and dinner whilst on shift as well as complimentary tea, coffee and fruit.