Head of Guest Relations – Luxury Estate, Dorset
Salary: Up to £52,000 + Bonus
We’re looking for a passionate and experienced hospitality professional to lead a Guest Relations Team at a high-end countryside destination. This role is central to creating an exceptional guest journey, from the first enquiry through to post-stay follow-up, ensuring every touchpoint reflects the brand’s commitment to warmth, quality, and excellence.
You’ll act as an ambassador for the property, fostering meaningful relationships with guests and partners while driving operational efficiency and continual improvement. This is a unique opportunity to help shape the guest journey at one of the UK’s most beautiful and design-led rural retreats, delivering experiences that are as memorable as they are seamless.
Responsibilities
* Lead the Guest Relations Team, ensuring seamless communication and service delivery across reception, guest communications, and experiences.
* Manage all aspects of reception and reservations, optimising systems and processes to enhance efficiency and guest satisfaction.
* Coordinate with internal departments to deliver exceptional events, activities, and experiences.
* Use CRM systems to personalise guest journeys, track feedback, and identify opportunities for improvement and upselling.
* Act as a brand ambassador, representing the retreat with professionalism, creativity, and care.
Requirements
* Proven experience in guest relations, front office, or guest experience management within luxury hospitality.
* Exceptional interpersonal and leadership skills with a hands-on approach.
* Strong organisational and communication abilities.
* Tech-savvy, with proficiency in CRM and guest management systems.
* Passionate about creating meaningful guest experiences in a natural, design-led setting.