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.
The Guest Profile Analyst plays a key role in supporting Grantley Hall’s commitment to exceptional personalised luxury experiences. The successful candidate will analyse upcoming guest arrivals to build detailed profiles using guest history, preferences, behaviours and spending patterns. Working closely with departments across the hotel, the Guest Profile Analyst will provide actionable insights that help teams anticipate guest needs, identify VIP and loyal guests enhancing service delivery, drive retention and revenue opportunities as well as ensuring every guest receives a memorable and highly personalised experience.
Key Responsibilities
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Reviewing all upcoming arrivals to develop comprehensive guest profiles
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Analysing guest data from multiple sources including CRM systems, PMS systems, guest feedback platforms, booking history, dining reservations, spa bookings and previous stay records
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Identifying whether guests are first time visitors, repeat guests, returning VIPs, influencers, corporate clients, special occasion guests or high-value customers
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Ensuring guest profiles are accurate, up to date and contain relevant information that supports exceptional service delivery
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Recording and maintaining detailed information regarding guest preferences, dislikes, dietary requirements, room preferences, celebration details, interests, hobbies and previous experiences
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Analysing guest spending patterns and historical behaviours to identify opportunities for enhanced service, personalised experiences and revenue generation
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Identifying trends, opportunities and potential service enhancements through guest data analysis
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Identifying opportunities to surprise and delight guests through thoughtful recognition and personalised touches
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Facilitating communication between departments to ensure guest preferences are consistently delivered across all touchpoints
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Monitoring the effectiveness of guest profiling initiatives and recommend improvements
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Producing daily, weekly and monthly guest insight reports
Key Skills, Qualities & Experience
Essential
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Previous experience within either luxury hospitality, guest relations, concierge services, reservations, CRM management or customer analytics
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Exceptional attention to detail and organisational skills
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Strong analytical and problem-solving abilities
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Excellent written and verbal communication skills
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Ability to interpret data and translate insights into actionable recommendations
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Advanced proficiency in Microsoft Office, particularly Excel
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Experience using hotel PMS, CRM or guest management systems
Desirable
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Experience within a Forbes 5 star or luxury hotel environment
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Knowledge of hospitality CRM platforms and guest profiling systems
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Understanding of luxury guest expectations and VIP service standards
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Experience with data analysis and reporting tools
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Knowledge of GDPR and data protection requirements
Benefits
Grantley Hall offers a wide range of benefits and opportunities for all employees:
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A monthly service charge - typically £3,400 annually
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31 days holiday increasing to 33 days with length of service
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Access to earnings before payday (Stream)
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Holiday Buy/Sell Scheme
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Free parking
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Complimentary meals when on duty
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Discounted modern and spacious live-in accommodation
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Celebrating success! Company parties, winter award ceremonies and team events and incentives through the year. We also celebrate training achievements, birthdays, babies, marriages and so much more…
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Team appreciation and wellbeing activities - Team member of the month awards, BBQ’s, ice cream van, team massages, competitions & prizes, seasonal gifts, flu jabs
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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
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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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Discounted hotel stays with Pride of Britain hotels
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Complimentary bespoke uniform and annual shoe allowance
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Free sight tests for those eligible
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Onsite Team Gym with professional induction
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Refer a Friend Scheme where you can earn up to £1000
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24/7 Employee Assistance Support line and online portal supporting ‘mind, money, move, munch’
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Grantley Academy to support your development
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Annual paid volunteering days
