Group Guest Relations Lead – Central Support

Head Office Windsor; Old Windsor; On-site; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Free meals on duty

31 days holiday

Annual 2-night stay with dinner

Career progression opportunities

Job summary

De Vere Beaumont Estate in Old Windsor is seeking a Group Guest Relations Executive to join our Central support team in a new group role. You will manage guest feedback and coordinate resolutions across hotel teams, ensuring communications are clear and personalised.

The role is full-time (40 hours/week, Monday to Friday), on site at the central support office within Beaumont Estate. You will produce insightful reports and help improve guest experiences across De Vere properties.

Qualifications

• Experience in a customer-facing guest relations or customer service role.
• Ability to review information and produce useful summaries and reports.

Responsibilities

• Respond to guest feedback across online platforms and direct channels with clear, personalised responses in collaboration with hotel teams.
• Coordinate resolutions with General Managers and senior colleagues, monitor actions and deadlines, support guest relations teams with escalated complaints.
• Produce regular reports using TrustYou data to highlight trends, service gaps, and good practices; share insights with hotel and central teams.
• Help maintain De Vere’s complaint-handling standards, contribute to guidance and training materials, and escalate serious concerns as needed.
• Monitor post-complaint follow-ups, review competitor initiatives, and provide admin support to senior leaders where required.

Skills

English proficiency

Numerical literacy

Attention to detail

Customer service

Organisational skills

Report writing

Hospitality experience

Job description

De Vere Beaumont Estate in Old Windsor is seeking a Group Guest Relations Executive to join our Central support team in a new group role. You will manage guest feedback and coordinate resolutions across hotel teams, ensuring communications are clear and personalised.

The role is full-time (40 hours/week, Monday to Friday), on site at the central support office within Beaumont Estate. You will produce insightful reports and help improve guest experiences across De Vere properties.