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. 

Houseperson

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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

Concierge

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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.


STRICTLY NO AGENCIES PLEASE
Desirable Candidate

Lobby Host

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Key Responsibilities
  • To work alongside the Concierge, Porter, Reception and Security team in ensuring that all guests are greeted upon arrival. 
  • To providing a 5* first impression of Grantley Hall.
  • To be present in the Front Hall and to greet all guests with a warm welcome by name when possible.
  • Excellent knowledge of Grantley Hall brands.
  • Good organisational skills, with an ability to multi-task.  
  • Look after guests as they arrive, including during their journey to the relevant area of the hotel that they are visiting and handing  them over to the relevant hosts by name when possible.
  • An eye for detail with a ‘can do’ attitude. 
  • Strong team work and communication skills are a necessity for this role.  
  • To liaise with other departments including the Duty Managers, Leisure team and Food and Beverage outlets.
  • To attend training courses and meetings as required.
  • To be flexible in one’s duty and to carry out additional tasks or help in other areas of the Front Office Operation when requested and when the business demands. 
  • 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

Deputy Front Office Manager

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Key Responsibilities
  • To deputise for the Front Office Manager in his/her absence. 
  • To assist the Receptionist, Night Porter, Concierge, Hotel Porter, Security and Driver teams with any problems they incur during their shift, offering solutions and taking control as necessary.
  • To carry out Departmental Audits and Reporting as required.
  • To carry out administrative tasks, including the reviewing and implementation of Standard Operating Procedures throughout the Front Office department as well as monitoring their effectiveness.
  • To carry out shifts in any area of the Front Office department as and when required to and assist during peak periods.
  • To be visible as and when required 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 assist guests throughout their stay making sure that they make the most of their time at Grantley Hall and the surrounding area.  
  • Work closely with different departments within the hotel, including Housekeeping, Leisure and Food and Beverage to ensure guest expectations are exceed, if not met during their experience, pre-arrival, during their stay and post-departure.
  • To oversee and manage the outstanding charges on the guest ledger and to ensure they are settled promptly in a timely manner.
  • To represent the Front Office department in weekly Head of Department Meetings in the absence of the Front Office Manager.
  • 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 Heads of Department as necessary and recording the information.
  • To ensure all equipment in the Front Office department and guest areas (including public areas and guest bedrooms) functions correctly and to deal with faults immediately.
  • To ensure the Front Office operation complies with legal legislation including Risk Assessments.
  •  To assist with recruitment shortlisting and interviews, as well as preparing paperwork and liaising with candidates prior to their start date.
  • Responsible for reviewing and signing off rotas which are submitted by the Head Concierge and Head Receptionist. Using an internal scheduling system to record and track hours worked in the Front Office team.
  • 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 support the Front Office Department to deliver Grantley Hall’s vision and values in the day to day operation of the department. 
  • To make sure that new team members get the support of the departmental trainers in overseeing their training needs and plans.
  • To assist the Front Office Manager in providing support to the Head Receptionist and Head Concierge in reviewing and tracking the development of the team and identifying skill gaps and additional training requirements.
  • 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. Previous use of Property Management and EPOS systems and Microsoft Office desirable.
  • A high level of confidentiality.
  • 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.
  • Utmost attention to detail when carrying out tasks.
  • Previous experience in 5* hotels is desirable.
  • Experience of managing a large team within the hospitality industry.

Receptionist

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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

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