GUEST EXPERIENCE EXECUTIVE

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

• Engage and build relationships with colleagues and guests quickly assessing guest’s needs.
• Meet and welcome regular and VIP guests in accordance with the hotel’s guest recognition programme.
• Oversee the preparation of all VIP arrivals and coordinate with departments on ensuring a flawless execution of these arrivals.
• Actively check upcoming bookings for special occasions, high-rate reservations and the opportunities to make stays extra special.
• Review guest feedback tracking tools and support the implementation of new ways of working to improve the guest experience.
• Find new, innovative ideas to wow our guests.
• Effectively handle and respond to guest feedback and potential guest complaints in person, over email or online.
• Be present in the lobby during peak times, ensuring a great welcome and offering assistance to guests for the remainder of their stay.
• Anticipate guest needs and quickly respond to maximise satisfaction.
• Assist with writing and distributing personalised cards for high-level arrivals.
• Ensure to capture and save any guest contact information and preference information ensuring all guest profiles are correct and up to date.
• Be the ambassador of the guest journey also recognising upselling opportunities.
• Conduct show-rounds within the hotel and pass on any sales leads as required.
• Demonstrate a knowledge of all hotel services/promotions, local attractions and landmarks in the hotel vicinity in order to upsell and maximise hotel revenue as well as deliver an exceptional guest service.

Key Skills, Qualities & Experience

• Hands on approach to work, always being productive and looking to improve
• Passionate about delivering excellent service to our guests
• Detail orientated and drives standards
• Possess a positive attitude and a desire to learn
• Ability to meet deadlines and work under pressure
• Friendly, courteous and helpful with excellent communication skills
• Motivated to go the extra mile for guests and colleagues
• Use of own initiative with willingness to go above and beyond in supporting the wider Grantley Hall team

Benefits

Grantley Hall offers a wide range of benefits and opportunities for all employees:

• A monthly service charge - typically £2,400 annually
• 31 days holiday increasing to 33 days with length of service
• Access to earnings before payday (Wagestream)
• Free parking
• Complimentary meals when on duty
• Discounted modern and spacious live-in accommodation
• Celebrating success! Company parties, winter award ceremonies and team events and incentives through the year. We also celebrate training achievements, birthdays, babies, marriages and so much more…
• Team appreciation and wellbeing activities - Team member of the month awards, BBQ’s, ice cream van, team massages, competitions & prizes, seasonal gifts, flu jabs
• Grantley Hall discounts - 50% off food and 20% off beverage, £100 B&B for employees (£150 B&B for friends and family), 20% off spa and gift shop products
• 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.
• Discounted hotel stays with Pride of Britain hotels
• Complimentary bespoke uniform and annual shoe allowance
• Free sight tests for those eligible
• Onsite Team Gym with professional induction
• Refer a Friend Scheme where you can earn up to £1000
• 24/7 Employee Assistance Support line and online portal supporting ‘mind, money, move, munch’
• Grantley Academy to support your development
• Annual paid volunteering days