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- Tasks: Create unforgettable experiences for guests and ensure their needs are met with excellence.
- Company: Join the prestigious Grantley Hall, a five-star luxury hotel in North Yorkshire.
- Benefits: Enjoy competitive pay, generous holiday, and exclusive discounts on food and accommodation.
- Other info: Opportunities for personal growth and fun team events throughout the year.
- Why this job: Be part of a dynamic team that values creativity and exceptional service.
- Qualifications: Passion for hospitality, excellent communication skills, and a friendly attitude.
The predicted salary is between 26834 - 30134 £ per year.
£26,834 per annum plus monthly service charge, typically £2,400 annually. 37.5 hours. 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 was the first UK hotel to achieve Hospitality Assured World Class Status and also received a Two MICHELIN Key Distinction in 2024. As a member of The Leading Hotels of the World and PoB Hotels, it features 47 opulent rooms and suites, five restaurants, three bars, an award-winning spa, and a cutting-edge gym, making Grantley Hall a truly distinctive luxury experience. The hotel is also a member of Forbes Travel Guide which recognises a commitment to service excellence across the globe.
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.
Grantley Hall offers a wide range of benefits and opportunities for all employees:
- A monthly service charge - typically £2,400 annually.
- 31 days holiday increasing to 33 days with length of service.
- Access to earnings before payday (Wagestream).
- Free parking.
- Complimentary meals when on duty.
- Discounted modern and spacious live-in accommodation.
- Celebrating success! Company parties, winter award ceremonies and team events and incentives through the year.
- Team appreciation and wellbeing activities - Team member of the month awards, BBQ’s, ice cream van, team massages, competitions & prizes, seasonal gifts, flu jabs.
- Grantley Hall discounts - 50% off food and 20% off beverage, £100 B&B for employees (£150 B&B for friends and family), 20% off spa and gift shop products.
- 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 by providing access to a wide range of standout wellbeing support.
- Discounted hotel stays with Pride of Britain hotels.
- Complimentary bespoke uniform and annual shoe allowance.
- Free sight tests for those eligible.
- Onsite Team Gym with professional induction.
- Refer a Friend Scheme where you can earn up to £1000.
- 24/7 Employee Assistance Support line and online portal supporting ‘mind, money, move, munch’.
- Grantley Academy to support your development.
GUEST EXPERIENCE EXECUTIVE in Harrogate employer: Thistle City Barbican
Contact Detail:
Thistle City Barbican Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land GUEST EXPERIENCE EXECUTIVE in Harrogate
✨Tip Number 1
Get to know the company culture before your interview. Check out Grantley Hall's social media and website to see how they engage with guests and staff. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your people skills! As a Guest Experience Executive, you'll need to charm guests and colleagues alike. Role-play common scenarios with friends or family to boost your confidence and refine your approach to guest interactions.
✨Tip Number 3
Prepare some thoughtful questions for your interview. Ask about their guest recognition programme or how they implement feedback to improve experiences. This shows you're proactive and ready to contribute to their commitment to service excellence.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it gives you a chance to showcase your enthusiasm for working at such a prestigious hotel like Grantley Hall.
We think you need these skills to ace GUEST EXPERIENCE EXECUTIVE in Harrogate
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for guest experience shine through! We want to see how much you care about delivering excellent service and making every guest feel special.
Be Detail-Oriented: Pay attention to the little things in your application. Just like we do at Grantley Hall, make sure your spelling and grammar are spot on. A polished application reflects your commitment to high standards!
Personalise Your Approach: Tailor your application to highlight how your skills and experiences align with our values. Mention specific examples of how you've gone the extra mile for guests or colleagues in the past – we love that kind of initiative!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this fantastic opportunity at Grantley Hall!
How to prepare for a job interview at Thistle City Barbican
✨Know the Hotel Inside Out
Before your interview, make sure you research Grantley Hall thoroughly. Familiarise yourself with its history, services, and recent accolades. This will not only impress your interviewers but also help you understand how to enhance the guest experience.
✨Showcase Your People Skills
As a Guest Experience Executive, your ability to connect with guests is crucial. Prepare examples of how you've successfully built relationships or resolved issues in previous roles. Highlight your friendly and courteous nature, as this aligns perfectly with the hotel's ethos.
✨Be Ready to Discuss Innovation
Think of creative ideas that could wow guests at Grantley Hall. Whether it’s a unique welcome gesture or a special service for VIPs, come prepared to share your thoughts. This shows your proactive approach and passion for enhancing guest satisfaction.
✨Practice Handling Feedback
Expect questions about how you would handle guest feedback or complaints. Prepare scenarios where you turned a negative experience into a positive one. This demonstrates your problem-solving skills and commitment to service excellence.