Front Office

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Current Vacancies in Front Office

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
  • 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 assist and welcome guests as they arrive at Grantley Hall
  • To ensure and maintain the security of Grantley Hall and the grounds that it sits with using CCTV systems
  • Investigating and reporting anything which could compromise the security of Grantley Hall
  • Reporting any issues by notifying Duty Manager
  • To assist other departments, as required, to ensure the standards and quality of Grantley Hall are adhered to
  • 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
  • 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 into the reservation system, 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 the reservations system.
  • 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 the reservations system.
  • 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
Key Responsibilities
  • To greet all guests with a warm and welcoming approach.
  • To make any suggestions for guests entertainment, dining and any other engagements.
  • To assist with the organisation of on site events, such as weddings or meetings
  • To direct or show guests to hotel amenities throughout the duration of their stay
  • To take guest luggage to the correct rooms adhering to the correct SOP’s
  • 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 work alongside the Head Receptionist and to ensure the Front Office operation runs smoothly in the absence of the Front Office Manager/Assistant Front Office Manager

  • To assist the Concierge, Hotel Porters, Security and Drivers with any queries, offering solutions and taking control as necessary and escalating to the Front Office Manager or Assistant Front Office Manager should any problems arise.
     
  • To be a point of contact for all guests, ensuring that their needs are satisfied prior to, during and after their stay.

  • To liaise with Reception and Security regarding arrivals and departures.

  • To have an awareness of Standard Operating Procedures and to assist the Front Office Manager and Assistant Front Office Manager in the development and review of these.

  • Assisting the Front Office and Assistant Front Office Manager in the recruitment process for positions within the Concierge, Hotel Porter, Security and Driver team.
     
  • Responsible for scheduling rotas for Concierge, Hotel Porter, Security and Driver team.

  • Responsible for preparing and delivering training to the Concierge, Hotel Porter, Security and Driver team members and liaising with the Learning and Development department to ensure any skill gaps are identified and addressed. 

  • 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 carry out Concierge, Hotel Porter, Security and Driver shifts when required to and assist during peak periods.
     
  • Have a strong knowledge of the North Yorkshire area and being able to offer advice and information to guests whatever their requirements may be.

  • Assist and oversee the scheduling of arrangements for guests including transport, activities and route planning.

  • Assist the Events team with 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 and dusting wherever necessary, tidying away used crockery and plumping cushions.

  • 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, their luggage is delivered to their bedroom swiftly and vehicle is valet parked appropriately.

  • To contact guests pre-arrival offering Concierge services, ensuring guest satisfaction levels are exceeded and revenue optimised.

  • To ensure that the Concierge, Hotel Porter, Security and Driver team are fully prepared for any special events which may be taking place at the hotel and that a plan is put in place to ensure the event runs smoothly.

  • To manage and build relationships with local suppliers of activities and transport companies etc for our guests use.

  • To ensure all equipment functions correctly and report 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 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.
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 work alongside the Head Receptionist and Head Concierge to ensure the Front Office operation runs smoothly in the absence of the Front Office Manager/Assistant Front Office Manager.
  • Responsible for the Guest Arrival and ensuring their initial experience of Grantley Hall is warm and welcoming.
  • Responsible for the provision of staff, guest and complimentary transport services and ensuring the health, safety, comfort and welfare of all passengers. 
  • To assist the Security and Drivers with any queries, offering solutions and taking control as necessary and escalating to the Front Office Manager or Assistant Front Office Manager should any problems arise. 
  • To be a point of contact for all guests, ensuring that their needs are satisfied when in your care.
  • To liaise with Reception, Hotel Porters and Concierge regarding arrivals and departures.
  • To have an awareness of Standard Operating Procedures and to assist the Front Office Manager and Assistant Front Office Manager in the development and review of these.
  • Oversee the maintenance of company vehicles, ensuring they comply with UK safety standards and are roadworthy through the completion of daily, weekly, monthly and annual vehicle checks.
  • Ensuring all company vehicles are in a clean condition without exception.
  • Liaising with the Head Concierge and Head Receptionist to provide assistance with the operation at the main hotel, including
  • Portering and Valet Parking duties when business demands.
  • Liaising with the Marketing team and assisting with the livery of company vehicles.
  • Assisting the Front Office and Assistant Front Office Manager in the recruitment process for positions within the Security and Driver team.
  • Responsible for scheduling rotas for Security and Driver team.
  • Responsible for preparing and delivering training to the Security and Driver team members and liaising with the Learning and
  • Development department to ensure any skill gaps are identified and addressed.  
  • 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 carry out Security and Driver shifts when required to and assist during peak periods.
  • Have a strong knowledge of the North Yorkshire area and being able to offer advice and information to guests whatever their requirements may be.
  • To ensure that the Security and Driver team are fully prepared for any special events which may be taking place at the hotel and that a plan is put in place to ensure the event runs smoothly.
  • To ensure all vehicles and equipment function correctly and report faults to the Front Office or Assistant Front Manager 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 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
  • Clean driving licence (held for at least 2 years).
  • Hold a current, clean and valid driving licence D1 unrestricted or a PCV licence or D1 restricted (car licence obtained prior to 01/01/1997).
  • Experience driving a large vehicle.
  • An ability to communicate with a range of different people.
  • Ability to work on own initiative and as part of a team.
  • Reliable and trustworthy.
  • Flexible approach to working arrangements.
  • Good organisational ability.
  • Geographical knowledge of the local area.
  • Competent to undertake vehicle checks and carry out basic maintenance.

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