Job Introduction
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
Team
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The Reservations Manager is responsible for the day-to-day operational management of the reservations and switchboard functions ensuring an efficient and well run department adhering to all company standards.
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To complete all HR related functions relating to team such as recruitment, inductions, one to ones, appraisals, team meetings and to create a highly motivated and successful team. To deal with any performance issues in a timely and empathetic manner.
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To have an overview of all incoming enquiries into the business including rooms, dining requests, spa day bookings and via both incoming telephone calls, emails and system generated bookings.
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To employ a highly commercial approach identifying both risks and opportunities for the business and taking action, or recommending actions, that are needed to maximise all opportunities.
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To work closely with the Front Office and Operational teams across the estate bridging our teams together.
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To maintain and continually develop the healthy and uplifting office culture within our offices.
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To handle complex bookings, VIP reservations, special requests, and guest complaints with confidence and professionalism.
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Build strong relationships with repeat guests, travel advisors, and corporate clients.
Revenue
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Maximise room revenue through effective selling techniques and booking conversion.
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Work closely with the Revenue team to implement pricing strategies and inventory controls.
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Monitor occupancy, availability, and booking pace, identifying opportunities to increase revenue.
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Promote upselling opportunities including room categories, dining experiences, spa packages, and other hotel services.
Administration and Reporting
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Produce monthly reports highlighting the key successes of the reservations team, booking statistics, and booking trends
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Review new bookings, any cancellations and report trends coming through from both our team and the website.
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Prepare departmental reports and performance summaries for senior management meetings, providing commentary and recommendations on business performance.
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Support the Revenue team with forecasting by providing accurate booking data, pace analysis, wash factors, and demand insights.
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Track departmental payroll, rota efficiency, annual leave, training records, and absence management to support effective resource planning.
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Lead regular departmental meetings, recording actions, following up on outstanding items, and communicating key business updates to the team.
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Produce ad hoc reports and business analysis requested by senior leadership to support commercial decision-making and operational planning.
Key Skills, Qualities & Experience
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The successful individual will be confident, self-motivated and present a professional persona in all circumstances.
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Good verbal and written communication skills are required.
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The ability to demonstrate a strong customer service ethos and the ability to deliver consistently high levels of service delivery.
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Attention to detail is vital.
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Exposure to a 5 star environment in the hospitality industry would be advantageous.
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Flexible approach to working hours as there will be some weekend work and early/late shifts required to ensure office opening times are covered.
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The ability to work both individually and as part of a team.
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Passionate about luxury hospitality.
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Positive, approachable and professional.
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Committed to delivering excellence and inspiring others to do the same.
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A people person – the team are at the heart of our decisions.
Benefits
We offer a wide range of benefits and have excellent opportunities for career development and provide exceptional training programmes for all employees:
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Tips typically over £200 per month (£3,400 per year)
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Complimentary bespoke uniform and chef whites
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Complimentary meals whilst on duty
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Refer a Friend bonus - Earn up to £1000
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Holiday Buy/Sell Scheme
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Complimentary employee car parking
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Complimentary state of the art onsite gym - with personal trainer support
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31 days annual leave (including bank holidays) increasing with service
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Professional development opportunities at all levels
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Reimbursement on work shoes, sight tests and professional memberships
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Modern and spacious discounted live in accommodation for eligible roles
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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 be providing access to a wide range of stand out well being support.
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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.
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Employee Assistance Programme helpline and online support, along with wellbeing champions onsite
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Team Member of the Month Awards
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Discount on Grantley Halls Restaurants, Spa products and Gift Shop
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Discounted stays at Grantley Hall, as well as other Pride of Britain Hotels
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Cycle to work scheme
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Access to Stream, allowing you to instantly access your wages
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Simplyhealth - Health cash plan
