Guest Relations Manager

Guest Relations Manager

Location: Rockliffe Hall, Darlington

Salary: £33,000 per annum

Hours: Fulltime - 40 hours per week. Early, mid and late shifts, 7 days per week, between 7am-11pm

Reports To: Head of Guest Relations and Front of House Manager

 

The Guest Relations Manager is a key member of the Front of House leadership team, responsible for delivering a seamless, personalised guest experience across all stages of the guest journey. Working closely with the Head of Guest Relations and Front Office leadership, this role ensures that pre arrival planning, in house experiences, and post stay engagement consistently reflect the resort’s five-star standards.

As a visible, guest facing manager, the Guest Relations Manager leads from the floor, anticipating guest needs, managing VIP and repeat guest experiences, and resolving concerns with professionalism and care. This role plays a vital part in translating guest feedback into meaningful service improvements, while supporting team performance and ensuring every guest feels recognised, valued, and well cared for throughout their stay.

Key Responsibilities of the Guest Relations Manager:

• Curate and oversee a seamless, personalised guest journey from pre arrival through to post departure, ensuring five-star standards at every touchpoint
• Support day to day operations through duty management, maintaining a visible and proactive presence within Front of House
• Proactively manage VIP, repeat, celebrity, UHNW, and corporate guest arrangements, ensuring preferences and special requirements are executed flawlessly
• Lead daily pre arrival briefings, aligning all departments on guest expectations, special occasions, and service recovery plans
• Anticipate guest needs intuitively, delivering refined, thoughtful service before requests are articulated
• Maintain accurate and detailed guest profiles, preferences, and history within Opera to support loyalty and recognition across the resort
• Take ownership of complex guest complaints, ensuring swift, empathetic, and effective resolution
• Act as a key link between guest feedback and operational teams, managing timely responses to reviews and driving service improvements
• Monitor, analyse, and report guest feedback and complaint trends, implementing preventative measures to reduce recurring issues
• Conduct regular quality assurance checks to identify opportunities for refinement and service enhancement
• Lead by example in professionalism, presentation, and emotional intelligence
• Support other departments during peak periods and attend VIP arrivals to ensure service consistency and visibility

About Us:

Set within a 375-acre estate on the banks of the River Tees, Rockliffe Hall is a five-star resort that blends heritage, luxury and natural beauty. Located in the quiet village of Hurworth, in the heart of the Tees Valley and close to the borders of County Durham and North Yorkshire, it offers a peaceful countryside setting with exceptional facilities.

Surrounded by sweeping views and beautifully kept gardens, the resort features elegant bedrooms and a sense of quiet luxury, shaped by a warm northern spirit. Guests can enjoy an award-winning spa, play on the longest golf course in the UK and experience both elevated and relaxed dining offerings, all within a restored eighteenth century estate designed for both relaxation and indulgence.

Why Join?

To be part of a fantastic front of house team within a premium hospitality environment during an exciting period of transformation and growth.

Benefits:

• A Day in the Life of a Guest Stay (Overnight Stay within the First 6 Months)
• Pension Scheme (Aegon)
• Hospitality Rewards Scheme
• Life Assurance (Legal & General)
• Selected Discounts Across the Resort
• Enhanced Annual Leave for Long Service
• Annual Leave " 20 Days plus Bank Holidays
• Employee Assistance Programme (Hospitality Action)
• Staff Meals
• Uniform Laundry Service

“Our success is dependent on every single individual in our team”