Key Responsibilities

• Lead, motivate, and support the Reception team to deliver exceptional guest service in line with Grantley Hall’s luxury standards.
• Oversee all front desk operations, including check-in, check-out, reservations, and guest inquiries.
• Ensure a warm and professional welcome for all guests, creating a memorable first and last impression.
• Coordinate with other departments to provide a seamless and personalised guest journey.
• Monitor service quality, handle guest feedback and complaints effectively, and implement improvements where required.
• Manage staffing levels, training, and scheduling to maintain efficiency and service excellence.
• Take responsibility and be an ambassador for team training and engagement. Consistently finding ways to develop training standards, checklists and onboarding processes. Celebrating team member successes to inspire.
• Assist with recruitment shortlisting and interviews, as well as preparing paperwork and liaising with candidates prior to their start date. Ensure all tools are available for their training.
• To take responsibility for any outstanding charges on the guest ledger and to ensure they are settled promptly.
• Consistently review and develop SOPs to ensure they are up to date for team members and are assisting in the progression of the department.

Key Skills, Qualities & Experience

• Use of own initiative with willingness to go above and beyond in supporting the wider Grantley Hall team.
• Friendly, courteous and helpful with the ability to communicate at all levels with guests and colleagues.
• The ability to demonstrate a strong customer service ethos and the ability to deliver consistently high levels of service delivery.
• Computer literate, previous experience in using PMS is essential, Opera V5 or Cloud is desirable. Excellent verbal and written communication skills.
• A high level of confidentiality.
• Full, clean driving licence due to our insurance policies is essential.
• Ability to meet deadlines and work under pressure.
• Use of own initiative with willingness to go above and beyond in supporting the wider Grantley Hall team.
• Detail orientated and drives standards.
• Confident, self-motivated and present a professional persona in all circumstances.
• Hands on approach to work, always being productive and looking to improve.
• Well presented, adhering to Grantley Hall’s grooming standards at all times.
• Experience of managing a large team within the hospitality industry.
• To have a genuine passion and enthusiasm for Yorkshire and the area local to Grantley Hall, as well as providing a 5* experience to all guests and visitors