Head of Guest Relations – Luxury Resort

About the role

The Head of Guest Relations leads the Guest Relations function at Rockliffe Hall, a five‑star resort set in a 375‑acre estate. Reporting to the Front of House Manager, you will shape and deliver a personalised, anticipatory guest experience across every touch‑point of the stay.

Key responsibilities

• Lead the delivery of five‑star guest experiences from pre‑arrival planning through post‑stay follow‑up.
• Support the Front Office Manager in daily Guest Relations operations and ensure seamless service throughout the resort.
• Review guest profiles, share insights with operational leaders, and brief all departments on expectations and special occasions.
• Manage VIP, repeat and high‑profile guest arrangements, ensuring preferences and special touches are flawlessly executed.
• Train, develop and inspire a high‑performing Guest Relations team, delivering inductions and ongoing service excellence training.
• Analyse guest feedback, implement improvement strategies and conduct regular quality checks.
• Maintain accurate, up‑to‑date guest profiles covering preferences, dietary needs and historical feedback.

Required profile

• Proven leadership experience within a luxury hotel or resort environment.
• Strong understanding of five‑star hospitality standards and anticipatory service.
• Excellent communication, emotional intelligence and attention to detail.
• Ability to manage high‑profile guest arrangements and coordinate across multiple departments.
• Commitment to coaching and developing team members.

Required skills