Head of Guest Relations – Luxury Resort
Rockliffe Hall Hotel, Golf & Spa Resort · Darlington
Job description
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
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Published 1 day ago
Expires 1 month from now
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Rockliffe Hall Hotel, Golf & Spa Resort
Darlington
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