Spa Coordinator

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. Once the famed Headquarters of the North-eastern 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.

Job Description

The Grand, York’s core purpose is to create timeless memories and instinctive care in exceptional spaces.

The Spa Coordinator plays a vital role in shaping the guest experience from the very first point of contact, overseeing all spa reservations and enquiries for both resident and non-resident guests. This position is responsible for managing spa packages, treatment bookings, overnight spa stays, and incoming enquiries, ensuring every interaction reflects the five-star standards of The Grand, York.

Acting as the primary liaison between guests, the spa team, and the hotel reservations department, the role requires exceptional communication skills and attention to detail. Responsibilities include conducting pre-arrival calls for all spa guests, confirming arrangements, checking packages, and proactively upselling experiences such as Rasul, S.A.L.T., Hammam, and other signature treatments to enhance each guest’s stay.

The Spa Coordinator ensures seamless daily coordination between departments, efficient guest communication, and meticulous handling of all spa-related bookings. This includes completing regular administrative checks, maintaining accurate records, processing spa voucher sales, and managing Subrosa restaurant bookings connected to spa packages and guest itineraries.

A polished and professional manner is essential, as this role represents The Grand, York throughout the guest journey from enquiry to post-departure, delivering personalised service and maintaining the hotel’s reputation for excellence at every stage.

The successful candidate must mirror our Grand Values of, Drive, Excellence and Care.

What We Offer

The Grand, York is proud to provide our team with a variety of benefits to enhance and drive engagement. We believe in consistent and tangible reward and recognition initiatives, and we put health and well-being firmly at the heart of our employer brand. Joining The Grand, York is not just a career, but a deeply rewarding journey with limitless opportunities to develop and grow.

• 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 payday 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. There is also opportunity to represent your department in our Grand Family Forum.
• 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.
• 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. Each day is unique and memorable at The Grand and we live to create special memories for our guests and our team.

Our vision is to be the UK’s most loved hotel. We pride ourselves on our values. 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 teams are the heart and soul of The Grand, without them The Grand is just a beautiful building. We pride ourselves on the warmth of our Yorkshire welcome that each one of our guests receives. As a Spa Coordinator the key to your responsibilies within the role will include:

• Managing all spa reservations and enquiries for resident and non-resident guests, including treatments, spa days, overnight spa stays, and packages.
• Serving as the first point of contact for spa guests from a booking perspective, ensuring an exceptional guest journey from enquiry to arrival.
• Acting as the primary point of contact for spa membership enquiries, providing accurate information and a personalised service to prospective and existing members.
• Communicating professionally with all guests to promote treatment availability, spa packages, retail offers, and any discounts in line with five-star service standards.
• Taking bookings via telephone, email, or in person, utilising the hotel’s current booking system, TRYBE, efficiently and accurately.
• Aiming to secure 100% of prepayments where applicable.
• Ensuring all guests have completed their intake (consultation/medical) forms prior to arrival.
• Conducting pre-arrival calls for all spa guests to confirm arrangements, personalise experiences, and maximise revenue opportunities.
• Upselling signature spa experiences such as Rasul, S.A.L.T., Hammam, and additional treatments to enhance guest stays.
• Understanding basic column management principles to fill white space, maximise profitability, and optimise productivity.
• Checking and managing spa packages, ensuring accuracy and attention to detail at every stage.
• Coordinating daily with the spa team and hotel reservations department to ensure smooth operations and exceptional communication.
• Handling Subrosa restaurant bookings connected to spa packages and guest itineraries.
• Processing spa voucher sales and maintaining accurate booking and financial records.
• Completing regular administrative checks to support efficient spa operations.
• Meeting and greeting guests for spa check-in, whether hotel residents, members, or spa day visitors.
• Undertaking Spa Coordinator and Spa Reception shifts and responsibilities as required, welcoming guests and assisting with in-person enquiries.
• Reporting and logging all maintenance issues promptly.
• Interacting and communicating effectively with all spa and hotel team members, fostering teamwork and collaboration.
• Leading by example, exhibiting strong front-of-house, guest service, and five-star service skills.
• Complying with all health and safety regulations.
• Using the values of DRIVE, EXCELLENCE, and CARE in every decision made whilst on shift.
• Representing The Grand, York with professionalism and warmth at all times, maintaining the hotel’s reputation for excellence throughout the guest experience.

What Happens Next

Does the Spa Coordinator role suit your skillset? Apply now, this takes seconds, you’ll just need to provide some contact details along with a CV. Next, we’ll 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 you more about the Splendid Hospitality Group.
The Splendid Hospitality Group is an equal opportunities employer and a disability confident committed employer, committed to hiring a diverse workforce and sustaining an inclusive culture.