Who are we?
Estelle Manor is a rural retreat set on an 85-acre estate in Oxfordshire. The manor has four restaurants, an extraordinary 3,000 sq metre Roman-inspired spa- Eynsham Baths, 108 bedrooms and a gym with class studios and padel courts. Plus, theres a kids club for the little ones and a workspace. As the countryside companion to Maison Estelle, the manor is also a hosted home, bringing people together that have plenty to say and nothing to prove.
Whats in it for you?
At Estelle, we prioritize your well-being and growth, offering a range of perks to enrich your experience. Enjoy exclusive staff rates, biannual socials, and Birthday Wheel surprises. Nurture your well-being with stocked colleague spaces and daily Smart Fridges. Join us for a fulfilling journey where you are valued, supported, and celebrated.
Here at Estelle, we want to create a unified culture and sense of belonging across both Estelle Manor and Maison Estelle. We have a range of perks and benefits at your fingertips:
* Biannual company socials plus smaller social and sports groups.
* Exclusive staff rates and F&B discounts across sister properties.
* Estelleversary and Birthday Wheel gifting for all employees (including overnight stays and dinners).
* Colleague spaces stocked with food, drinks and locally sourced coffee.
* Seasonal, daily stocked Smart Fridges with freshly prepared meals while on shift.
* Added protection of our pension, health cash plan and life assurance schemes.
* 28 days holiday, inclusive of bank holidays, which increases with length of service.
* Colleague Forums and Sustainability Committees to help create The Estelle Way.
* Recommend-a-friend bonus scheme.
* Onsite seamstresses to ensure your uniform is fitted and repaired.
As our Member Relations Manager you will be responsible for curating personalised experiences for our members and ensuring that they feel hosted in their home. This position is pivotal in shaping the overall experience of our members, capturing retention and enagagement and ensuring they feel valued and supported at every touchpoint.
What will you do?
* Develop and implement strategies to retain existing members, improve engagement, and attract new members through referrals, marketing campaigns, and partnerships.
* Act as the main point of contact for member concerns, questions, and feedback; address and resolve issues promptly and professionally.
* Build strong, positive relationships with members through personalized communication, outreach, and ongoing support.
* Serve as a liaison between members and other departments; ensure effective communication to anticipate and meet member needs.
* Manage the entire member journey, ensuring personalized and concierge-like experiences.
* Protect, update, and effectively use member data according to company standards.
* Attend briefings to ensure personalized member journeys are prepared and communicated across departments.
* Monitor member reviews and feedback, reporting insights to relevant directors.
* Find opportunities to surprise and delight members, including hosting at events and recognizing key stakeholders.
* Ensure adherence to company standards and legislations for safety and service excellence.
Who are we looking for?
* A proven background in Guest Relations or as a Matre d'
* Excellent stakeholder management skilly with the ability to seamlessly build relationships with our members.
* Strong administrative abilities; comfortable prioritising what is important during busy periods.
* A genuine passion for hospitality and hosting.
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