Guest Experience Concierge

Full Time

38,000

40

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 and five sophisticated bars. The extensive development has also included the introduction of a tranquil spa and pioneering ELITE luxury gym and executive wellness facility, alongside a stunning events pavilion that seats up to 180 guests with a unique and glamorous champagne and cocktail bar

Key Responsibilities

• Engage and build relationships with colleagues and guests quickly assessing guest’s needs.
• Meet and welcome regular and VIP guests in accordance with the hotel’s guest recognition programme.
• Oversee the preparation of all VIP arrivals and coordinate with departments on ensuring a flawless execution of these arrivals.
• Actively check upcoming bookings for special occasions, high-rate reservations and the opportunities to make stays extra special.
• Review guest feedback tracking tools and support the implementation of new ways of working to improve the guest experience.
• Find new, innovative ideas to wow our guests.
• Effectively handle and respond to guest feedback and potential guest complaints in person, over email or online.
• Be present in the lobby during peak times, ensuring a great welcome and offering assistance to guests for the remainder of their stay.
• Anticipate guest needs and quickly respond to maximise satisfaction.
• Assist with writing and distributing personalised cards for high-level arrivals.
• Ensure to capture and save any guest contact information and preference information ensuring all guest profiles are correct and up to date.
• Be the ambassador of the guest journey also recognising upselling opportunities.
• Conduct show-rounds within the hotel and pass on any sales leads as required.
• Demonstrate a knowledge of all hotel services/promotions, local attractions and landmarks in the hotel vicinity in order to upsell and maximise hotel revenue as well as deliver an exceptional guest service.

Key Skills, Qualities & Experience

• Hands on approach to work, always being productive and looking to improve
• Passionate about delivering excellent service to our guests
• Detail orientated and drives standards
• Possess a positive attitude and a desire to learn
• Ability to meet deadlines and work under pressure
• Friendly, courteous and helpful with excellent communication skills
• Motivated to go the extra mile for guests and colleagues
• Use of own initiative with willingness to go above and beyond in supporting the wider Grantley Hall team

Benefits

We offer a wide range of benefits and have excellent opportunities for career development and provide exceptional training programmes for all employees:

• Tips typically over £200 per month (£2,400 per year)
• Complimentary bespoke uniform and chef whites
• Complimentary meals whilst on duty
• Refer a Friend bonus - Earn up to £1000
• Complimentary employee car parking
• Complimentary state of the art onsite gym - with personal trainer support
• 31 days annual leave (including bank holidays) increasing with service
• Professional development opportunities at all levels
• Reimbursement on work shoes, sight tests and professional memberships
• Modern and spacious discounted live in accommodation for eligible roles
• Access to hundreds of exclusive employee benefits, rewards and discounts targeted specifically at the hospitality sector. We support our employees do more with their money and help their wellbeing be providing access to a wide range of stand out well being support.
• We celebrate success. With an annual awards ceremony as well team events and incentives. Throughout the year we also celebrate training achievements, birthdays, marriages, new babies and length of service awards.
• Employee Assistance Programme helpline and online support, along with wellbeing champions onsite
• Team Member of the Month Awards
• Discount on Grantley Halls Restaurants, Spa products and Gift Shop
• Discounted stays at Grantley Hall, as well as other Relais & Chateaux and Pride of Britain Hotels
• Cycle to work scheme
• Access to Wagestream, allowing you to instantly access your wages
• Simplyhealth - Health cash plan