Account Servicing Advisor

1 month ago

York, York City, United Kingdom Splendid Hospitality Group Full time
Job Summary

We are seeking a highly motivated Guest Services Assistant to join our Front of House Team at The Grand, York. As a key member of our team, you will be responsible for providing exceptional guest service, ensuring operational efficiency, and contributing to the hotel's revenue and reputation.

Key Responsibilities
  • Provide reservation services, including booking rooms, dining, and spa, as well as information about hotel facilities and local amenities and attractions.
  • Answer phones from prospective customers and guests, take messages, and deliver them.
  • Support with general concierge services, including preparing amenities for VIP and celebration guests and liaising with other departments.
  • Allocate rooms according to guests' requests and preferences, while contributing to maximize hotel revenue for all departments by upselling and selling hotel facilities.
  • Be conversant with hotel Health and Safety, Fire Safety, Departmental Fire Safety, and Security procedures.
What We Offer
  • Fully funded and supported Apprenticeship programmes up to level 7.
  • Supervisory and Management development training programmes, Ignite and Inspire.
  • Splendid Family discounts across our group - on accommodation, food, and drink.
  • Enjoy being creative with friends and family with a 50% discount on cookery classes in our Grand Cookery School.
  • We operate a monthly Grand Family shop, where you can buy bulk items to help with the cost of living.
  • Discounted local NCP car parking and discount off local First bus travel.
  • Experience our hotel as a guest with a complimentary guest experience for you and a guest within your 90-day probation period.
  • Monthly pay day treats and an annual 'Thank You' week – full of treats and activities.
  • We celebrate our diverse workforce with awareness days and diversity lunches.
  • Visit York discounts to visit local attractions and experience what our wonderful city has to offer.
  • We love to recognise our Grand Family through Grand Star of The Month, Grand Celebrity of The Week, Probation Pass lunch, and Long Service recognition dinner. Enjoy our annual Grand Family party, with many other social events throughout the year.
  • Company Pension salary sacrifice scheme.
  • Access to our Cycle to Work scheme through Green Commute Initiative to support health and wellbeing and our environment.
  • Make a difference and join our Grand Goes Green Team, our Grand Plans Team to help organise our social events and raise funds for our nominated charities.
  • Fully funded and supported ESOL classes (English for Speakers of Other Languages).
  • 12 Mental Health First Aiders onsite to provide signposting and initial support.
  • Retail Trust Employee Assistance Programme (EAP) to give free, confidential 24-hour support and advice whenever you may need it.
  • Employee referral scheme - refer a friend or family member and receive a £350 incentive payment.
  • No split shifts, 2 days off together.
  • Complimentary light breakfast, lunch, and dinner whilst on shift as well as complimentary tea, coffee, and fruit.
About Us

The Grand is York's only five-star hotel, situated in the very heart of the historic city. The property offers a splendid blend of Victorian elegance and modern sophistication and is known worldwide as a beacon of hospitality excellence.

We are honoured to have been awarded the 'Hotel of the Year' Catey and we are also absolutely delighted to be named in The Sunday Times top 100 'Best Places to Work 2023'.

Along with our 207 guest bedrooms, we boast an award-winning rosette restaurant, The Rise, which holds the Conde Naste 2022 award for Best Afternoon Tea. In addition to this, our new fine dining restaurant, Legacy, provides the opportunity to elevate our dining offering and become leaders in the York food scene.

We have a state-of-the-art Cookery School, are home to an atmospheric Spa, stunning Meeting and Event spaces, and an In-Room Dining offering.

Our vision is to be the UK's most loved hotel. We place emphasis on driving for results in all areas of the business, excellence in everything we do, and genuine care for our Grand family, guests, and the environment.

Role in our Family

Our team are the heart and soul of The Grand, without them The Grand is just a beautiful building. As a Guest Services Assistant, key to your role will be:

  • An outstanding passion for guest service and willingness to go above and beyond.
  • Knowledgeable of Office 365.
  • Being confident and proactive in handling guests' complaints and able to escalate when necessary.

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