Group Guest Relations Lead — Multi-Hotel CX & Insights

De Vere Ltd.; Old Windsor; Remote; GBP 35,000 - 40,000; Full time

Benefits offered by this job

Free meals on duty

Leisure club access

Birthday day off

Employee recognition program

Annual 2-night stay

Job summary

De Vere Beaumont Estate in Old Windsor hosts the Group Guest Relations Executive role, based in our central office. The role is on-site, full-time (40 hours, Monday to Friday) and focuses on promptly addressing guest feedback, coordinating resolutions across hotel teams, and delivering personalised communications.

You will work closely with General Managers to improve guest experience, produce insights from TrustYou data, and support escalation handling and training materials.

Qualifications

• Experience in a customer-facing, guest relations or customer service role.
• Strong written and spoken English with attention to detail.
• Ability to coordinate actions across multiple teams and meet deadlines.

Responsibilities

• Review and respond to guest feedback with clear, personalised messages in consultation with hotel teams.
• Coordinate resolutions with General Managers and senior colleagues; monitor actions and deadlines.
• Produce regular reports using TrustYou data to identify themes and opportunities for improvement.
• Support complaint-handling standards and contribute to guidance and training materials.
• Monitor return bookings after complaints and assist with occasional admin for Co-CEOs.

Skills

Guest relations

Customer service

Communication

Organization

Job description

De Vere Beaumont Estate in Old Windsor hosts the Group Guest Relations Executive role, based in our central office. The role is on-site, full-time (40 hours, Monday to Friday) and focuses on promptly addressing guest feedback, coordinating resolutions across hotel teams, and delivering personalised communications.

You will work closely with General Managers to improve guest experience, produce insights from TrustYou data, and support escalation handling and training materials.