Reception Manager

Overview

Nestled in the North Yorkshire countryside, Grantley Hall is a five-star, 17th-century property offering a blend of stately grandeur and contemporary luxury. A leader in luxury hospitality, it features 47 opulent rooms and suites, five restaurants, three bars, an award-winning spa, and a cutting-edge gym. The hotel is a member of Forbes Travel Guide recognising service excellence and a member of The Leading Hotels of the World and PoB Hotels.

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 enquiries
• 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 act as an ambassador for team training and engagement, developing training standards, checklists and onboarding processes
• Assist with recruitment shortlisting and interviews, and prepare paperwork liaising with candidates prior to their start date; ensure tools are available for their training
• Take responsibility for outstanding charges on the guest ledger and ensure they are settled promptly
• Review and develop SOPs to keep them up to date for team members and support department progression

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
• Strong customer service ethos with the ability to deliver consistently high service levels
• Computer literate with experience in using a PMS (Opera V5 or Cloud desirable); excellent verbal and written communication skills
• High level of confidentiality
• Full, clean driving licence due to insurance policies
• Ability to meet deadlines and work under pressure
• Detail-oriented and drives standards
• Confident, self-motivated and professional in all circumstances
• Hands-on approach to work with a focus on productivity and improvement
• Well presented and adherent to Grantley Hall’s grooming standards
• Experience managing a large team within the hospitality industry
• Genuine passion for Yorkshire and the local area, with a commitment to providing a 5-star experience

Benefits

• Tips typically over £200 per month (£2,400 per year)
• Complimentary uniform and chef whites
• Complimentary meals while on duty
• Refer a Friend bonus – Earn up to £1000
• Complimentary employee car parking
• Complimentary access to 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
• Discounted live-in accommodation for eligible roles
• Access to employee benefits, rewards and discounts targeted at hospitality
• Awards, team events and recognition programs
• Employee Assistance Programme and wellbeing support onsite
• Team Member of the Month and other recognition schemes
• Discounts on Grantley Hall Restaurants, Spa products and Gift Shop
• Discounted stays at Grantley Hall and with Pride of Britain Hotels
• Cycle to work scheme
• Access to Wagestream for wage access

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Customer Service
• Hospitality