Front of House Manager

Funding Source:
  • The Grand York

The award-winning Grand Hotel & Spa in York is Yorkshire's only 5-star hotel & boasts 107 luxury bedrooms & invigorating Spa within its Edwardian building. The perfect destination for Spa Days or Spa breaks in Yorkshire, offering the very best in traditional English style and service, set off with a friendly Yorkshire welcome.  Our guests can experience the luxury, opulence and style of the golden age of travel at The Grand Hotel & Spa, housed in the iconic former headquarters of the North Eastern Railway Company. The brand new Rise restaurant, terrace and bar offers modern cuisine across a new ‘small plate’ concept, allowing guests to enjoy a feast of sharing dishes in an immersive and social dining experience. And the amazing Hudson's restaurant- has recently been awarded 3 AA Rosettes for culinary excellence.

Front of House Manager

Being a key part of the Splendid family, all our team members need to be able to commit to:

  • Being the Best;
  • Making Responsible Decisions;
  • Keeping Promises;
  • Treating others, the Way They Would Like to Be Treated;
  • Continually Challenge Yourself and Each other.

Position Purpose

  • As a head of department, this role will build and develop a successful and solutions driven Reception, Nights and Guest Relations teams that work towards our Envisioned Future. It is a vital role overseeing all aspects of front of house operations, with the focus on creating and delivering luxurious guest experiences on arrival, throughout the stay and on departure whilst achieving desired financial results and ensuring compliance with all front office policies, standards and procedures.

Key Responsibilities

  • Manages day to day operations of the department ensuring all Front Office duties are completed effectively and in a timely manner.
  • Manages guest expectations from the time of booking to departure, ensuring a true luxury experience is provided on every step of our guests' journey.
  • Keeps Front Office team focused on critical components of operations to ensure highest standards of guest service are always delivered and exceeded.
  • Responds to and handles guest compliments and complaints.
  • Hands on operational approach with high visibility within the team and for our guests
  • Identifies and analyses operational challenges in Front Office and delivers solutions for improvement.
  • Conducts departmental meetings and ensures there is a clear and consistent communication regarding Front Office performance and goals.
  • Promotes high support & high challenge working environment and creates best performing Front Office teams
  • Creates and implements training and development plans for Front Office teams
  • Acts as the hotel Duty Manager as and when required
  • Works closely with other departments and supports the delivery of our business strategy
  • Ensures compliance with licencing laws, fire, security, health and safety and any other statutory regulations
  • Sales driven and works to the KPIs set in relation to upselling services.
  • Manages departmental costs in line with agreed KPIs

Person Specification

1. Knowledge, Skills & Abilities

  •  Excellent organisational and planning skills
  •  Results driven
  •  Excellent communication skills - Verbal & Written
  •  Decision making /  problem solving
  •  Team player
  •  Fosters Innovation
  •  Tech Savy

2. Proven Experience/Education Level

  •  Excellent Opera knowledge.
  •  University degree desirable.
  •  2 + years in the same or similar position desirable.


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The Grand Hotel & Spa York
Grand Hotel, York, Yorkshire, United Kingdom, YO1 6GD
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