Head of Guest Relations

Head of Guest Relations

Location: Rockliffe Hall, Darlington

Salary: £33,000 to £36,000 per annum

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

Reports To: Front of House Manager

Responsible For: Guest Relations Managers

Job Purpose:

The Head of Guest Relations is a leader within the Front of House function, responsible for shaping and delivering an exceptional, personalised guest experience across the entire resort. Working closely with the Front Office Manager and wider operational teams, this role ensures every stage of the guest journey is seamless, thoughtful, and reflective of five-star luxury.

You will champion a culture of anticipatory service, guiding and inspiring the Guest Relations team to exceed expectations through attention to detail, emotional intelligence, and genuine care. Acting as a bridge between guest feedback and operational excellence, you will ensure preferences are understood, VIP arrangements are flawlessly executed, and every guest feels recognised and valued throughout their stay.

Key Responsibilities of the Head of Guest Relations:

• Lead the delivery of an exceptional guest experience across all stages of the journey, ensuring every interaction reflects five-star standards.
• Support the Front Office Manager in overseeing daily Guest Relations operations and maintaining seamless service throughout the resort.
• Oversee all pre‑arrival planning, in‑house experiences, and post‑stay follow‑ups, ensuring every guest feels recognised and valued.
• Drive a culture of anticipatory service, attention to detail, and personalised care within the Guest Relations team.
• Review upcoming guest profiles and share key insights with operational leaders during weekly planning meetings.
• Proactively manage VIP, repeat, and high‑profile guest arrangements, ensuring preferences and special touches are flawlessly executed.
• Train and develop a high‑performing Guest Relations team, delivering structured inductions to new team members and ongoing service excellence training.
• Lead daily pre‑arrival briefings to align all departments on guest expectations, special occasions, and service recovery plans.
• Analyse guest feedback and satisfaction trends, implementing strategies to elevate the overall guest experience.
• Conduct regular quality checks and act as the link between guest feedback and departmental action plans, ensuring timely and thoughtful responses.
• Maintain accurate and up‑to‑date guest profiles, including preferences, dietary needs, special dates, and historical feedback.

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)
• Private Medical Insurance (WPA)
• 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”