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Guest Experience Manager - Harrogate

Grantley Hall

Guest Experience Manager - Harrogate

Salary Not Specified

Grantley Hall, Harrogate

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 30 Aug | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 4398473205414a37be17e03f184d8775

Full Job Description

  • Deputise in the absence of the Head of Guest Experience

  • Serve as a Role Model and demonstrate appropriate behaviour

  • Be able to motivate and lead, to be adaptable and have exceptional interpersonal and communication skills

  • Ability to deal with high profile guest in a professional manner

  • Ensure a comprehensive guest history is maintained and utilised throughout all departments.

  • Handling and settling challenges, resolving conflicts, Evaluate level of guest satisfaction and monitor trends with a focus on continuous improvement

  • Provide service above and beyond to elevate customer satisfaction and guest retention, provide intuitive service, with absolute understanding of our guests needs to create exceptional service experiences, that result in lasting memories

  • Maintain High visibility in public areas during peak times, training, recording and development of colleagues as required

  • Management of guest amenity, VIP and loyalty programs.

  • Be responsible for Health and Safety as an individual and also to work colleagues, guests, and the business, reporting concerns through the Health and Safety Process and Procedures

  • Assist in the recruitment and retention of the Guest Experience Team

  • Ensure continuous development including attending any required training course and seeking means of developing within the business,

  • Carry any reasonable request to ensure the smooth running of Grantley Hall

    Hands on approach to work, always being productive and looking to improve

  • The successful individual will be confident, self-motivated and present a professional demeanour in all circumstances

  • 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

  • Impeccable time management and grooming

  • 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

    Grantley Hall is an exclusive, five star luxury hotel 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

    Full Time


    • Competitive rate of pay plus monthly service charge, typically 2,400 annually

    40 hours, 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

  • Grantley Gateway - discounts on supermarket shopping, cinema tickets, meals out, local attractions and cash back on online purchases

  • 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