Splendid Family - Guest Services Manager (2139)

Guest Services Manager

  • Department:
    Front Office
  • Position Commitment:
    Full Time
  • Location/Hotel - click here for more information on the property:
  • Vacancy Reference:
  • Salary:
Guest Services Manager

Guest Relations Manager. The Grand, York

An amazing opportunity for a Guest Relations Manager to create exceptional experiences in York’s only 5* star hotel.

We’re looking for a Guest Relations Manager who will ensure The Grand is the destination for exceptional five-star experiences and is number one in all benchmarks. You’ll find innovative ways to ensure our Guests’ expectations are exceeded throughout their stay; you will inspire your team and your peers.

The Property:

Built in 1906, The Grand is York’s only five-star hotel. Located within York’s city walls and with views of York Minster, the hotel holds an enviable and proud position in the city and local community.

Along with our 207 guest rooms, there’s the award-winning Rise Restaurant, The Rise Bar & Terrace, Hudson’s Restaurant, a state-of-the-art Cookery School, The 1906 Bar & Lounge, our executive White Rose Lounge, an atmospheric Spa, stunning Meeting and Event spaces and In-Room Dining. Every day is different and memorable at The Grand and we live to create special memories.

Once the famed Headquarters of the North East Railway Company, our magnificent building is bursting with original features and all the grandeur of its former life as the “Palace of Business” – making it a truly beautiful and inspiring place to work and grow.

Why Us?  We are an independent property and one of the best loved luxury hotels in the UK.  Big enough to have a global market but small enough to be unique, we know that our team and our Guest approach are what will set us apart.  This is a wonderful opportunity to be a Guest obsessed team Manager, creating wonderful experiences and memorable occasions.

Why you?  You will have developed your career in a service environment and be able to demonstrate your innovation and commitment to creating amazing Guest experiences. You will thrive on the opportunity to lead and inspire your team and be both proactive and responsive to Guests’ needs.

Key responsibilities for your role:

  • Challenge The Grand team to improve guest experience, taking the leadership in continuously enhancing and refreshing guest offering
  • Ensure that quality and standards meet Guest expectations on a day-to-day basis in all departments.
  • Own guest feedback through all channels, including online public forums or in personal Guest correspondence; answering to in a timely and appropriate manner.
  • Lead the guest relations team, including day to day switchboard coverage, inspiring them to excellence.
  • Maintain a significant presence in the lobby and public areas including a warm and personalised welcome for guests on their arrival and throughout their stay.
  • Collate guest feedback and pursue corrective / improvement actions.
  • Handle any complaints and guest issues to resolution; constructively managing conflict.
  • Assist with check-in procedures, issuing room keys, rooming guests and be responsive to any questions they may have.
  • Monitor room inventory / house status, ensuring allocations are according to individual guest needs; efficiently managing availability.
  • Manage the of pre-arrival Guest correspondence, including ensuring all special occasions, stay details and guest requirements are actioned.
  • Manage the coordination with other departments in preparation for Guest arrival; ensuring all special requests, packages and requirements are catered for.
  • Take ownership of the weekly Guest Meeting and be the driving force behind the guest experience improvement actions and plans.
  • Act as Duty Manager including relevant Health &Safety responsibilities. 

 What happens next:

If you feel ready for this exciting opportunity, apply now.  This takes seconds, you will just need to provide some contact details along with a CV.  Next, we will review your details and if successful, we’ll invite you to meet one of the team to learn more about you, your experience and let us tell more about the Splendid group.

The Splendid Group is an equal opportunities employercommitted to hiring a diverse workforce and sustaining an inclusive culture.

What we can offer you:

We want our team to enjoy coming to work, so providing a friendly and supportive environment is our main priority. You will develop personally and professionally through meeting, and working with, people from all over the world as we create memorable guest experiences together. For those keen to further their experience, you will have the opportunity to explore the business with various career options. In addition, on offer:

  • A fantastic place to work!
  • 28 days holiday
  • Automatic enrolment into a workplace pension scheme
  • Heavily discounted hotel stays and food & beverage discounts
  • Amazing high street and lifestyle savings for you and your family
  • 24/7 Employee Assistance Program for you and your family
  • A tailored development programme


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