Guest Relations for Luxury Lifestyle & Wellness Retreat

GUEST RELATIONS FOR LUXURY LIFESTYLE & WELLNESS RETREAT

• Start Date: January 2025
• Location: West Dorset, UK
• Salary: From £35,000 gross p.a. (DOE) + employee benefits
• Contract: Full-Time, Permanent
• Benefits: Staff Accommodation optional (at a Subsidised Rent), Voluntary Pension, up to 10% Bonus based upon KPIs, Private Medical, 25 days Annual Leave + Public Holidays

The Chace People Team are seeking a Guest Relations Team Member for a new luxury wellness retreat in West Dorset. You'll be joining the Guest Relations team to create a positive first impression for guests and ensure a smooth and enjoyable experience from arrival to departure. In this critical role, you will be the first point of contact for guests, delivering exceptional customer service and fostering a welcoming atmosphere.

Key Responsibilities:

Guest Relations

• Greet guests as they arrive, ensuring a friendly and professional atmosphere.
• Process guest check-ins and check-outs, verify booking details, assign rooms, and issue room keys.
• Manage reservations, cancellations, and room changes using hotel management software.
• Address comments, complaints, and inquiries from guests and prospective guests to the highest standard, ensuring timely responses by connecting them with the appropriate team member if necessary.

Operational Support

• Collaborate with department heads to ensure site safety and adherence to standard operating procedures (SOPs).
• Assist in addressing operational queries and issues related to guest services, working closely with housekeeping, maintenance, and other departments to ensure guest satisfaction.

Emergency Procedures

• Support emergency action procedures, including First Aid and evacuation protocols, and take responsibility for further actions as necessary.
• Be available as an on-call support during scheduled shifts to address any guest or site demands.

Compliance and Reporting

• Ensure compliance with GDPR in all guest interactions and internal operations.
• Participate in the implementation and oversight of waste management and storage procedures for chemicals in accordance with health and safety regulations.
• Record and investigate incidents to determine causes and make recommendations, revising risk assessments and SOPs as required.

Food & Beverage Support

• Collaborate with the F&B team by taking drinks orders, providing food menus, and delivering room service as needed.
• Participate in training related to wine, coffee, and cocktails; previous experience is desirable.

Leadership & Team Management

• Assist in leading and coordinating services that enhance the guest experience, ensuring high operational standards.
• Participate in team training programs to elevate service delivery.

Administrative Duties

• Utilise CRM systems and Microsoft packages to manage guest relations and operational tasks.

Requirements:

• Minimum of 12 months experience in a Guest Relations role within luxury hotels, resorts, or similar environments.
• Proven experience in managing guest interactions and enhancing the overall guest experience, particularly for ultra-high-net-worth clients.
• Minimum of 12 months of experience using CRM systems and Microsoft packages (e.g., Mews, Opera, Guestline).
• Strong leadership and communication skills, with the ability to train and guide team members.
• Flexibility and availability for weekend, evening, and holiday shifts.