Guest Relations Executive

Estelle Manor Ltd; Witney; On-site; GBP 31,000 - 34,000; Full time

Benefits offered by this job

Biannual socials

Staff rates and F&B discounts

Estelleversary gifting

Cycle to Work

Pension and life assurance

Health cash plan

28 days holiday

Uniform provided and seamstress

Job summary

Estelle Manor Ltd welcomes a dynamic Guest Relations Executive to ensure a seamless, luxurious arrival and departure for VIP guests. You will anticipate guest preferences and coordinate with departments to exceed expectations, delivering tailored experiences throughout their stay.

Ideal candidates have proven luxury hospitality experience, outstanding communication, and meticulous attention to detail. The role emphasizes initiative, proactive problem solving, and using technology to capture

Qualifications

• Proven customer/guest facing experience, ideally within the luxury hospitality industry.
• Exceptional communication skills with the ability to build rapport and foster positive relationships with members and teams.
• Meticulous attention to detail, ensuring accuracy and quality in all tasks.
• Demonstrates a proactive approach, excelling in fast paced environments.
• Comfortable taking initiative and thinking creatively to solve challenges.
• proficient in using technology to gather and analyse guest feedback.

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.
• Create bespoke experiences.
• Update systems to capture guest preferences for future visits.

Skills

Customer service

Communication

Relationship building

Attention to detail

Proactive/initiative

Hospitality

Tech savvy

Tools

CRM systems

Job description

Who are we?

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.

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
• Create bespoke experiences
• Update systems to capture guest preferences for future visits

Who we are looking for:

• Proven customer/guest 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.
• 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.

The on target earning potential for this role is £33,804.80 per annum per annum based on a 40 hour contract - comprising a base salary of £30,804.80, plus a qualified estimate of £3,000 in gratuities and service charge*. Please note this role is paid hourly at £14.81 so this is a projected salary and OTE.

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 Estelleversary surprises. Nurture your well-being with stocked colleague spaces. Engage in forums shaping The Estelle Way. 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 throughout. 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 gifting for all employees.
• Colleague spaces stocked with food, drinks and a selection of juices, teas and coffees.
• Goes without saying but we will feed you during your shift.
• Cycle to Work scheme.
• 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.

About gratuities & service charge:

• Gratuities (tips) and service charge are paid on a pro-rata basis regardless of your role.
• It is estimated that in 2026, our full-time employees can expect to receive in the range of £3,000 in addition to their annual salary.

INDMP