Head of Guest Relations – Luxury Estate in Dorset
Negotiable Package
We are seeking an exceptional Head of Guest Relations to join a luxury hotel estate in Dorset, where guest experience is at the heart of everything.
This is a pivotal leadership role responsible for shaping and elevating the end-to-end guest journey across a high-end, multi-faceted property. You will lead from the front, ensuring every guest interaction is seamless, personalised, and reflective of true luxury hospitality standards.
As Head of Guest Relations, you will oversee all aspects of the guest experience, driving service excellence across the estate. You'll work closely with operational teams to ensure consistency, anticipate guest needs, and create memorable, bespoke experiences.
Responsibilities
Lead and develop the Guest Relations team, setting the standard for service excellence
Oversee the full guest journey, from pre-arrival through to post-departure
Handle VIP guests and ensure all special requests are delivered to the highest level
Act as the main escalation point for guest feedback and resolve issues with professionalism and care
Collaborate with departments including Front Office, Housekeeping, F&B, and Spa to ensure a seamless experience
Implement and drive guest experience strategies, continuously improving service standards
Monitor guest feedback, reviews, and satisfaction metrics to identify opportunities for improvement
Requirements
Proven experience in a senior guest relations or front-of-house leadership role within a luxury hotel or resort
A natural host with exceptional attention to detail and a passion for delivering outstanding service
Strong leadership and team development skills
Highly organised with the ability to manage multiple priorities in a fast-paced environment
Confident handling VIP guests and high-pressure situations
Excellent communication and interpersonal skills
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