Job Description
The Grand, York is looking for a driven Guest Service Assistant to join our Front of House Team to ensure guest satisfaction, maintaining operational efficiency, and contributing to the hotel’s revenue and reputation. The individual in this role will be a key player in upholding The Grand, York’s values of exceptional service and creating a memorable experience for every guest. You will be responsible for providing reservation services, such as booking rooms, dining and spa. Alongside providing information about hotel facilities and local amenities and attractions, answering phones from prospective customers and guests, taking messages, delivering them and supporting with general concierge services. You will also complete administrative tasks, respond to guests’ feedback on multiple platforms in a polite, friendly, and efficient manner to ensure that AA standards are maintained and to achieve guest satisfaction whilst preventing a loss of revenue. As a Guest Services Assistant you will prepare amenities for all the VIP & celebrations guests and liaise with other departments to ensure they are looked after accordingly, allocate rooms according to guests' requests and preferences whilst contributing to maximise hotel revenue for all departments by upselling and selling hotel facilities on every occasion. You would also be conversant with the hotel Health and Safety, Fire Safety, Departmental Fire Safety and Security procedures.
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.