Who we are
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, there’s 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.
The Role
We are looking for a dynamic Guest Relations Executive to welcome and host our VIP members and guests. In this role, you will ensure a seamless and luxurious arrival and departure experience, while proactively addressing all guest preferences to guarantee their satisfaction throughout their visit. Join our team and help elevate the guest experience to new heights!
Our Guest Relations team plays a key role in shaping a guest\'s entire experience, ensuring every interaction is smooth, thoughtful, and tailored to individual preferences. From the moment guests inquire about their stay to the final farewell, the team provides exceptional service.
By anticipating needs, responding promptly, and going above and beyond, we create a welcoming and personal atmosphere that makes guests feel truly valued. The goal is not just to meet expectations, but to exceed them, ensuring a memorable and hassle-free experience from start to finish.
Key responsibilities
* Pre-arrival contact to include itinerary creation and confirmation of special requests
* Maintain contact during the visit, liaising with other departments as appropriate
* Ensure an efficient check out and follow up
* Curate bespoke experiences
* Update systems to capture guest preferences for future visits
Who we are looking for
* Proven customer-facing experience, ideally within the luxury hospitality industry.
* Exceptional communication skills with the ability to build rapport and foster positive relationships with both members, guests and wider Estelle teams.
* Meticulous attention to detail, ensuring accuracy and quality in all tasks.
* Working knowledge of Opera would be advantageous.
* Demonstrates a proactive approach, excelling in fast-paced environments.
* Comfortable taking initiative and thinking creatively to solve challenges.
* Eager to contribute to a dynamic team that values hard work, mutual support, and a positive, enjoyable atmosphere.
* Proficient in using technology to effectively gather and analyse guest feedback.
What’s 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. Engage in forums shaping The Estelle Way and utilise the provided uniforms and onsite seamstress support. 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.
* Uniform provided, cleaned, and pressed.
* Onsite seamstresses to ensure your uniform is fitted and repaired.
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