Who are we?
Estelle Manor is a rural retreat set on an 85-acre estate in Oxfordshire. The manor features four restaurants, a 3,000 sq metre Roman-inspired spa called Eynsham Baths, 108 bedrooms, a gym with class studios and padel courts, a kids’ club, and a workspace. As the countryside companion to Maison Estelle, the manor serves as a ‘hosted home’ that brings people together to share stories and experiences.
What’s in it for you?
At Estelle, we prioritize your well-being and growth, offering perks such as exclusive staff rates, biannual socials, Birthday Wheel surprises, stocked colleague spaces, and daily Smart Fridges. We aim to create a culture of belonging, supported by benefits like staff discounts, anniversary and birthday gifts, wellbeing facilities, enhanced holiday entitlement, pension schemes, and more.
We also offer opportunities for involvement through Colleague Forums and Sustainability Committees, a recommend-a-friend bonus scheme, and onsite services like seamstresses for uniform fittings.
Role Overview: Member Relations Manager
As our Member Relations Manager, you will curate personalized experiences for our members, ensuring they feel at home. Your role is crucial in shaping member retention and engagement, making sure they feel valued and supported at every touchpoint.
What will you do?
* Develop strategies to retain existing members, boost engagement, and attract new members through referrals, marketing, and partnerships.
* Be the main contact for member concerns, questions, and feedback; handle issues professionally and promptly.
* Build strong relationships with members via personalized communication and ongoing support.
* Coordinate with other departments to ensure effective communication and meet member needs.
* Manage the entire member journey, providing personalized, concierge-like experiences.
* Maintain and protect member data in accordance with company standards.
* Participate in briefings to prepare and communicate personalized member journeys across departments.
* Monitor reviews and feedback, providing insights to relevant directors.
* Identify opportunities to surprise and delight members, including hosting events and recognizing key stakeholders.
* Ensure compliance with safety standards and service excellence regulations.
Who are we looking for?
* Proven experience in Guest Relations or as a Maître d'
* Excellent stakeholder management skills with the ability to build relationships seamlessly
* Strong administrative skills, with the ability to prioritize during busy periods
* A genuine passion for hospitality and hosting
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