Job Title: Guest Services Assistant – Part-Time (16 Hours)
Department: Reception
Location: The Grand, York
Contract Type: Permanent, Part-Time
Schedule: 16 hours per week, on a rota including weekends
Pay Rate: £12.65 per hour
About The Grand, York
The Grand, York is the city’s only 5-star hotel, steeped in heritage and elegance, and housed within the iconic former headquarters of the North Eastern Railway. Offering a harmonious blend of Victorian splendour and modern luxury, we are proud recipients of the Catey ‘Hotel of the Year’ award and a place in the Sunday Times Top 100 Best Places to Work 2023.
Role Summary
As a Guest Services Assistant, you will be the face of The Grand—delivering exceptional, five-star service to our guests from the moment they arrive. This vital front-of-house role is central to creating lasting impressions, handling guest enquiries, and supporting the smooth operation of our reception and concierge services.
Key Responsibilities
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Answer and transfer calls, take messages, and direct guests as required
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Manage reservations and bookings for rooms, dining, and amenities
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Provide concierge support, including recommendations and local area information
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Welcome guests and allocate rooms with professionalism and warmth
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Assist with preparing amenities for VIPs and guests celebrating special occasions
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Address guest queries and feedback across all platforms with a solution-oriented approach
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Ensure all AA and hotel standards are maintained consistently
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Maximise cross-selling and upselling opportunities to drive revenue across hotel departments
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Support administrative duties, post services, and internal communication
About You
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Previous experience in a front-of-house, receptionist, or guest-facing hospitality role
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Confident communicator with excellent interpersonal skills
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Organised and detail-focused with a proactive attitude
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Passion for delivering exceptional guest service
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Familiarity with hotel operations and standards (preferred)
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Flexible to work weekends and evening shifts as part of a rota
Benefits of Joining The Grand Family
We believe in celebrating our team, providing an inclusive and rewarding place to work with tangible benefits, including:
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Free meals during shifts (breakfast, lunch, and dinner)
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No split shifts and two consecutive days off
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Apprenticeship programmes up to Level 7, plus leadership development
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Pension scheme (salary sacrifice)
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Complimentary guest experience stay within your first 90 days
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Employee discounts:
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Up to 50% off food, drink, and cookery classes
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Discounted NCP parking & First Bus travel
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Retail and local attraction discounts (Visit York)
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Monthly and annual rewards: Grand Star of the Month, Probation Lunch, Long Service Dinner
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Employee wellness:
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Mental health first aiders on-site
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24/7 Employee Assistance Programme
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Cycle to Work scheme
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Funded flu jabs
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Team culture: Grand Family events, charity days, staff parties, and involvement in our Grand Goes Green sustainability team
Our Commitment to Diversity
The Splendid Hospitality Group, operator of The Grand, York, is an equal opportunities employer and a Disability Confident Committed Employer. We are proud to foster an inclusive culture and encourage applications from all backgrounds and communities.
Ready to Join Us?
If you’re enthusiastic about exceptional service and want to work in one of the UK’s most prestigious hotels, apply now and start your journey with The Grand, York.
APPLY