Assistant Front Office Manager - Grantley Hall

Grantley Hall is an exclusive, five star luxury hotel and wellness retreat, nestled in the heart of the Yorkshire Dales. With 47 exquisite rooms and suites, four exceptional restaurants – ranging from fine dining to Pan-Asian experience dining and three sophisticated bars. The extensive development has also included the introduction of a tranquil spa and pioneering gym and ELITE performance centre, alongside a stunning events pavilion that seats up to 180 guests with a unique and glamorous champagne and cocktail bar.

Grantley Hall aims to be a leading UK luxury hotel and wellness retreat, bringing a touch of vibrant city centre style to the Yorkshire countryside. We will create a long-lasting legacy that celebrates the rich heritage and history of Grantley Hall. Offering a distinctly different and diverse range of experiences and exceptional customer service, and combined with the  warmth of our welcome, and relaxed Yorkshire charm we aim to create memorable moments for our guests to cherish and a magical place for our friends and colleagues to work. 

Magical | Respectful | Innovative | Passionate | Consistent

Grantley Hall is due to open in Spring 2019, we have an exciting opportunity for a Assistant Front Office Manager to support the Front Office Manager and ensure that the Front Office Department runs smoothly on a day to day basis to the highest possible standards with the greatest amount of care paid to guests.

Benefits 

31 days annual leave (including bank holidays) increasing with service, Simply Health Cash Plan, Employee Assistant Line, discounts with some fantastic Yorkshire attractions access to our Grantley Gateway reward, recognition and wellbeing platform, use of team gym and uniform. 

• 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

 Key Skills, Qualities & Experience

• 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.

*Please note this role is subject to a DBS check

STRICTLY NO AGENCIES PLEASE