Front Office

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Receptionists and Concierge, Night Porters and Duty Managers, our Front of House Operations departments is an exciting place to work. The face of Grantley Hall, you will be the first people to greet guests, adhere to their requests and ensure their stay at Grantley Hall is the best it can be. We are a 5 star hotel, and therefore expect a 5 star service. If you’re a people person, have a keen eye for detail and enjoy engaging in customer relations, then a job as one of our Front of House Operations team is for you. 
Key Responsibilities
  • To deputise for the Front Office Manager in his/her absence.
  • To ensure through effective supervision that all Front Office services (including Reception, Cashiering, Concierge, Reservations, Telephones) are always available and carried out with the utmost efficiency and courtesy as per the departmental SOP Manual.
  • To report any shortcomings and to recommend appropriate action to the Front Office Manager, introducing changes as necessary. To be responsible for monitoring these changes to ensure effectiveness.
  • To assist the Receptionists and Housemen with any problems they incur during their shift, offering solutions and taking control as necessary
  • To carry out Reception shifts when required to and assist during peak periods. To be visible in the Front Hall as a contact for the guests during their stay and to constantly strive to please all guests that you may come in to contact with
  • To ensure guests are greeted correctly upon arrival, registered fully and are escorted to their rooms, explaining the location of all the facilities in the hotel. To ensure that the luggage is delivered swiftly to the rooms
  • To liase with Reception, Housemen and Housekeeping with arrivals and departures.
  • In the absence of the Managing Director, General Manager or the Operations Manager meet all VIP’s on their arrival and ensure that their needs are satisfied. If they are not met, ensure that they are contacted on their day of arrival.
  • To take reservation calls when necessary, managing room availability and ensuring maximum occupancy and revenue.
  • To ensure that all conference rooms are set up to the correct standard as outlined in the SOP manual by the correct time. To look after all delegates, ensuring rooms are serviced, clean, equipment provided and meals organised
  • To prepare itemised bills for groups on the day of their departure, re-typing as necessary for sending to the company for payment. To assist with chasing payment on these as required
  • To be responsible for all outstanding  charges on the guest ledger, to ensure they are settled promptly
  • To assist FOM when necessary with the preparation of the weekly forecast and the complimentary adjustments
  • To carry out Duty Management shifts as required, ensuring all departments are operating smoothly, assisting where required.
  • Ensure any maintenance faults are either fixed or reported
  • To deal with any guest who have complaints involving any of the services of the hotel, informing the relevant Hod’s as necessary and recording the information
  • To ensure all equipment functions correctly and deal with faults immediately
  • To 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.
  • To attend training courses and meetings as required
  • To 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
  • To be flexible in one’s duty and to carry out additional tasks when requested and when the business demands. To complete any projects assigned by Senior Management
  • To ensure the company’s Health & Safety policy and fire procedures are adhered to at all times, making staff aware of their responsibilities
  • To know and live Grantley Hall’s values every day without compromise
  • Any other duties, deemed necessary
Desirable Candidate
  • The successful individual will be confident, self-motivated and present a professional persona in all circumstances.
  • A high level of IT proficiency.
  • Excellent verbal and written communication skills required.
  • The ability to demonstrate a strong customer service ethos and the ability to deliver consistently high levels of service delivery.
  • Previous experience in a similar position.
  • Experience of managing a team is required.
Key Responsibilities
  • Giving guests a warm greeting when checking in to the hotel, offering help where needed to every guest.
  • Park and retrieve guest cars as appropriate, securing the keys behind reception/in the concierge safe.
  • Have a varied knowledge of the area, schedule arrangements for hotel guests such as carriages, reservations, route planning.
  • Moving furniture and setting up rooms for events, ensuring the hotels 5 star standards are met.
  • Ensuring the hotel lobby and surrounding areas are kept spotless, polishing reflective surfaces and dust free throughout.
  • Maintain that the appearance, cleanliness and safety standards are adhered to.
  • Assist in other areas of the hotel when needed.
  • Ensuring that you are staying proactive during less demanding periods.
  • Ensure all guests needs are met if not exceeded.
  • Ensuring you are meeting procedure guidelines.
  • Must possess a polite phone etiquette and communication skills.
  • Must have impeccable grooming standards.
  • Report any complaints or issues to the concierge or front office manager.
Desirable Candidate
Key Responsibilities
  • To ensure all guests are cared for during the night
  • To ensure the hotels cleanliness and standards are adhered to throughout the night, carrying out imperative walk arounds to ensure the hotel is secure.
  • To report any issues take the appropriate action, notifying the Operations Manager and Duty Manager
  • To assist every department to ensure the standards and quality of Grantley Hall are adhered to.
  • To ensure guests are greeted correctly upon arrival, registered fully and are escorted to their rooms, explaining the location of all the facilities in the hotel. To ensure that the luggage is delivered swiftly to the rooms.
  • To liase with Reception, Housemen and Housekeeping with arrivals and departures.
  • In the absence of the General Manager, Directors and Operations Manager meet all VIP’s on their arrival and ensure that their needs are satisfied. If they are not met, ensure that they are contacted on their day of arrival.
  • To take reservation calls when necessary, managing room availability and ensuring maximum occupancy and revenue.
  • To ensure that all conference rooms are set up to the correct standard as outlined in the SOP manual by the correct time. To look after all delegates, ensuring rooms are serviced, clean, equipment provided and meals organised.
  • To attend training courses and meetings as required
  • To be flexible in one’s duty and to carry out additional tasks when requested and when the business demands. To complete any projects assigned by Senior Management
  • To ensure the company’s Health & Safety policy and fire procedures are adhered to at all times.
  • To know and live Grantley Hall’s values every day without compromise
  • Any other duties, deemed necessary 
Desirable Candidate
Key Responsibilities
  • Giving guests a warm greeting when checking in to the hotel, offering help where needed to every guest.
  • Greeting VIP’s into the hotel by name and ensuring luggage is immediately to their rooms.
  • Park and retrieve guest cars as appropriate, securing the keys behind reception/in the concierge safe.
  • Have a varied knowledge of the area, schedule arrangements for hotel guests such as carriages, reservations, route planning.
  • Moving furniture and setting up rooms for events, ensuring the hotels 5 star standards are met.
  • Ensuring the hotel lobby and surrounding areas are kept spotless, polishing reflective surfaces and dust free throughout.
  • Maintain that the appearance, cleanliness and safety standards are adhered to.
  • Assist in other areas of the hotel when needed.
  • Delegate tasks and managing the hotel porters, ensuring they are being proactive, helping other areas of the hotel where necessary.
  • Ensure all guests needs are exceeded.
  • Respond to guest requests, providing an in depth knowledge, efficient and helpful information promptly.
  • Ensuring all hotel porters are meeting procedure guidelines and saving budget where necessary.
  • Must possess strong sales skills, polite phone etiquette and communication skills.
  • Must have impeccable grooming standards.
  • Report any complaints or issues to the Front Office Manager.
Desirable Candidate
Key Responsibilities
  • To deal efficiently and professionally with all guests, their requests and queries.
  • To greet all guests (whether resident or non resident) welcome them to Grantley Hall and make them feel comfortable and looked after.
  • To ensure all guests register fully on arrival, giving all details required legally and by Grantley Hall standards.
  • To escort all guests to rooms explaining the location of all facilities within the hotel. Offer tea/coffee etc and check their meal requirements and times.
  • Ensure their luggage is properly labelled and taken to the rooms and their car is parked and the keys labelled and stored correctly.
  • To ensure the guest is registered correctly in Portfolio, including the address, correct postal code and room rate, especially if the room has been upgraded.
  • To liase with Housekeeping on the availability of ready room and of any room moves, additional arrivals or departures. Once confirmed, make any changes to the rooms in Portfolio.
  • To post any charges to room accounts throughout the guests’ stay using the correct Revenue Dockets and Departmental Codes.
  • To make any adjustments or corrections to folios with the agreement of the Duty Manager ensuring the correct documentation is filled in.
  • To manage group accounts, checking in guests as normal and ensuring charges get posted correctly to either the individual room accounts or the group account.
  • To prepare guests accounts upon departure, ensuring the payment equals the outstanding balance by use of credit card, cash or cheque in line with Front Office Procedures. Ensure their luggage is taken care of along with their car.
  • To ensure all comments are passed on to the Duty Manager and with any complaints, ensure a manager speaks to the guests.
  • To prepare a copy of each bill for accounting purposes and for Front Office records attached to the Revenue Dockets.
  • To answer the switchboard in line with Front Office standards, dealing with requests, transferring calls (announcing the caller where necessary) and taking messages. Ensure the messages are distributed quickly.
  • To deal with any ad-hoc charges, for example chance luncheon guests, ensuring the revenue is raised and paid for. To ensure that Purchase Orders are completed for any services bought in, for example flowers and taxis.
  • To post advance deposits when necessary in Portfolio.
  • To be responsible for the cash float, balancing it at the start and the end of each shift with the amount of cash taken and the credit cards processed. To prepare a daily banking of payments for the Accounts department. 
  • To prepare the Daily Stats from the VAT report, distribute to all departments and write them onto board.
  • To prepare the A&D list showing all arrivals, departures and stay-overs for the following day. This must include all significant information about the guests. The following days registration forms must be printed.
  • To deal with any reservation enquiries, quoting the correct rates and room types dependant upon availability, remembering to maximise the hotel's revenue where possible. To take the relevant details from the caller to make a room reservation, ensuring the hotel policies are mentioned. To input all of the information in to Portfolio.
  • To maintain good working relationships with colleagues and all other departments.
  • To respond to any changes in the department as dictated by the needs of the industry, company or hotel.
  • To attend training courses and meetings as required.
  • To ensure that the agreed standard of personal presentation is adhered to at all times.
  • To ensure the company’s Health & Safety policy and fire procedures are adhered to at all times, making staff aware of their responsibilities and to know the department’s fire standby and evacuation procedures.
  • To be flexible and extend job duties to carry out any reasonable tasks as requested.
Desirable Candidate

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