Guest Relations Manager

Principal Hayley Hotels; Reading; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Free meals on duty

Leisure club access

Birthday day off

Annual 2-night stay with dinner

Employee discounts

24/7 wellbeing support

Wagestream pay access

Job summary

De Vere Wokefield Estate is seeking a Guest Relations Manager to welcome guests and craft memorable experiences. You’ll gather feedback, liaise across departments, and ensure seamless service from arrival through departure.

You will lead with warmth, coordinate with reception, concierge and housekeeping, and act as lobby host to greet guests and answer questions. The role includes varied shifts and weekends.

Qualifications

• Track record of delivering outstanding service in hospitality.
• Excellent communication and ability to make guests feel welcome.
• Motivate others to deliver high standards and delegate effectively.
• Confident with IT software; Opera familiarity helpful, training provided.

Responsibilities

• Welcome guests and build genuine connections to shape memorable experiences.
• Investigate and respond to feedback from guests via email or online.
• Liaise with hotel teams (Reception, Concierge, Housekeeping) to ensure seamless guest experience.
• Act as lobby host, greeting guests and answering queries from arrival.

Skills

Hospitality experience

Communication skills

People engagement

Team motivation

IT proficiency

Opera familiarity

Tools

Opera PMS

Job description

As a Guest Relations Manager your mission is to welcome our guests and build genuine connections, shaping experiences to leave a lasting impression. Encouraging feedback from guests, you will investigate and respond to comments whether they be direct, via email or on-line and ensure that all feedback is shared with the relevant members of our team. The role involves frequent liaison will all of the Hotel teams across different departments but mostly Reception, Concierge and Housekeeping in order to ensure a seamless guest experience is delivered. You'll also act as the lobby host to meet and greet guests, answering any queries they may have and making them feel welcome right from the moment they arrive. Knowing that you've played a key role in creating memorable moments for our guests makes this role very rewarding! This is a full-time role that involves working a mixture of shifts to include earlies from 7am-3:30pm, Lates from 2pm-10.30pm and middle shifts from 9am - 17.30pm - to include weekends.

• You have a track record of delivering outstanding service ideally from within the hospitality industry
• You have excellent communication skills and are confidently able to make people feel welcome and build genuine connections with both guests and colleagues
• You are able to motivate others to deliver high standards of service and delegate effectively with an enthusiastic, professional and caring attitude
• You embrace technology with confidence and are proficient using IT software. Familiarity with Opera would be advantageous, but is not mandatory as training will be provided.

If you share our values of being graciously warm, having a genuine approach, anticipating guest needs, and considering every detail, we invite you to join De Vere and contribute to creating memorable moments for our valued guests.

De Vere Wokefield Estate set in 250 acres of rural Berkshire parkland is home to a historic Mansion House filled with traditional features and the contemporary Wokefield Place that offers state of the art facilities. It has 376 bedrooms and suites, 39 meeting rooms with large event space and a high tech dedicated conference building, an 18-hole PGA approved championship golf course and leisure club. Benedict's Bar, The 1560 Restaurant, The View Restaurant, Burr & Co. coffee shop and a deli are some of our amazing food and beverage options at Wokefield Estate: there really is something for everyone.

Your commute: just outside Reading, we're 10 minutes from J11 of the M4, with fast and direct trains from London Paddington to Reading Train station. We also offer subsidised travel to our colleagues who work at Wokefield Estate.

At De Vere, we warmly welcome everyone and foster a sense of belonging, where each person is valued and appreciated. Join our team and become part of a passionate group of individuals who genuinely care about the experiences we create for our guests and colleagues.

The Pay & Benefits

• £29,243 per year
• Free meals on duty in our colleague dining facilities
• Stay in shape with complimentary use of the Leisure Club facilities saving you money on costly gym memberships
• We believe in celebrating your special moments too, which is why we offer an extra paid day off for your birthday, along with a £20 love to shop voucher.
• Varied shift patterns and contracts available to suit your lifestyle, we are 24/7 operation, meaning shift patterns to suit everyone
• As a token of our gratitude for your loyalty, we'll treat you to an annual complimentary 2-night stay with dinner in a De Vere property of your choice, plus additional monetary rewards for reaching long service milestones
• Discover exclusive perks with our £50 colleague rates for overnight stays at De Vere properties, accompanied by a fantastic 50% discount on Food & Beverage.
• 28 days holiday each year (increasing annually up to 33 days)
• Explore our Exclusively Yours Benefits portal, unlocking hundreds of discounts on retail, travel, and leisure activities.
• We are committed to your growth and offer excellent career progression opportunities, including access to our Apprenticeship programmes and study support.
• Take advantage of our Employee Assistance Programme, Hospitality Action, providing 24/7 health and wellbeing support, including free counselling.
• Experience the flexibility and convenience of Wagestream, our financial wellbeing platform, granting you instant access to your pay when you need it.
• We value your hard work and recognise your achievements through our monthly colleague recognition programme, You Are De Vere, culminating in an exciting annual colleague recognition event.
• Join a supportive team that knows how to have fun with regular team appreciation events, including memorable Christmas and Summer parties.
• Gain peace of mind with our Company Life Assurance scheme, ensuring financial security for your loved ones.