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
  • Adhere to the procedures and methods laid down in the Standards of Performance manual
  • Keep equipment in good working order, follow health and safety procedures when in use and store items in the appropriate manner
  • Re-stock working trolleys and store cupboards to the guidelines specified, do not overstock and ensure that store areas are kept clean and hazard free. Be considerate of other team members
  • Ensure you conduct your role within the timing guidelines set down daily by your supervisor so other departmental needs are met at the appropriate time
  • Always conduct your role in compliance with the risk assessment training for manual handling
  • Arrive punctually for the start of shift so team briefs and training can be carried out
  • Always follow all health and safety procedures and follow all security measures
  • Follow procedures for the storing and movement of clean and dirty linens, report any issues to the laundry manager
  • Follow the health and safety procedures for linens soiled by bodily fluids etc to protect other team members and raise awareness
  • Report any linens damaged to your supervisor as soon as possible, section out and log for required repair
  • Report any maintenance issues you observe to your supervisor or directly to maintenance on the Ansa phone so there is no delay to the guest arrival time
  • Handle and remove rubbish in accordance to guidelines
  • Report and store lost property found in accordance to company guidelines
  • Attend training courses when required
  • Ensure you follow all timekeeping procedures and follow policy regarding notification of absence
  • Support your fellow team members
  • Provide friendly and courteous service to all your encounter, make eye contact, smile and offer up a suitable greeting 
  • Comply with all Hotel and Company rules outlined in the Handbook and be aware of Company disciplinary and grievance procedures
  • Ensure that requests by HOD and other Senior Management members are completed with regard to your role.
  • Notify Head of Department or duty housekeeper in the event of absence from work for whatever reason.
  • Wear and maintain the uniform provided
  • To know and live Grantley Hall’s values every day without compromise. 
  • Any other reasonable duties that may be requested
Desirable Candidate
Key Responsibilities
  • Driving a Grantley Hall minibus. 
  • Responsible for the health and safety, comfort and welfare of staff and guests.
  • Carrying out daily vehicle checks and basic maintenance.
  • Reporting any vehicle defects, faults, incidents and accidents.
  • Ensuring the vehicle is in a clean and roadworthy condition before and after use.
  • Refuelling the vehicles as required.
  • Covering for absent colleagues.
  • Assisting with parking guest cars and valeting them as necessary.
  • Working within health and safety guidelines and other guidelines that may be issued from time-to-time.
  • Attending any relevant training courses as identified and agreed.
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 hotel's 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
To assist the Concierge, Hotel Porter, Security and Driver team in the day to day running of the operations. Ensuring that all team members are trained and equipped with the skills to carry out their daily duties to Grantley Hall standards.

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