Guest Relations Manager in Hampshire

Why join The Vineyard Hotel? A new chapter is beginning at The Vineyard. As we prepare to reopen in February 2027, you will join the team in January 2027, ahead of opening, and play a defining role in the hotel's pre-opening journey. The Vineyard is known for exceptional food, outstanding wine and guest experiences people remember. Now it is entering a new era, and you will help shape it: setting the standards, crafting the guest experience from day one and contributing to the successful launch of a five-star destination. You will join a passionate team where excellence, innovation and collaboration drive everything we do, and where your ideas will genuinely influence the future success of The Vineyard. The Vineyard is part of the Monogram Collective, an innovative, thriving business, and we would love you to be part of the journey. You will work with great people, build lasting friendships, learn new skills and enjoy a competitive rate of pay and a generous range of employee benefits. About the role Reports to: Front Office Manager Leads: Guest Relations Executives and Guest Experience Hosts (where applicable) As Guest Relations Manager, you will be responsible for ensuring every guest receives an exceptional and personalised experience throughout their stay at The Vineyard Hotel. Acting as a visible ambassador for the hotel, you will build meaningful guest relationships, champion five-star service standards and create memorable moments that exceed expectations. This is a highly visible, guest-focused role. You will lead from the front: welcoming guests, engaging with VIPs, responding to feedback, resolving concerns and supporting colleagues across the hotel to deliver seamless hospitality at every stage of the guest journey. Working closely with Front Office, Housekeeping, Food & Beverage, Events and Maintenance teams, you will oversee guest satisfaction, reputation management, service excellence and guest recovery. You will help establish a culture where personalised hospitality is second nature and every guest feels genuinely valued. The successful candidate will be an experienced hospitality professional who combines exceptional interpersonal skills, strong attention to detail and a genuine passion for creating unforgettable guest experiences. Key responsibilities Champion the guest experience Deliver exceptional five-star guest service at all times. Act as the primary point of contact for VIP guests, returning guests and special occasions. Build meaningful relationships with guests and anticipate their needs. Monitor guest satisfaction throughout the guest journey and proactively resolve concerns. Ensure guest feedback is used effectively to drive continuous service improvement. Create memorable experiences that encourage guest loyalty and repeat business. Lead guest feedback and reputation management Monitor guest feedback across surveys, review platforms and social media channels. Respond to guest feedback in a professional, timely and personalised manner. Analyse guest feedback trends and identify opportunities for service improvement. Monitor guest satisfaction scores and departmental performance metrics. Produce regular reports on guest feedback, review scores and service performance. Support the hotel's reputation management strategy and maintain positive online reviews. Drive service excellence across the hotel Champion a culture of five-star hospitality throughout all departments. Conduct quality checks and service audits across guest-facing areas. Lead by example and support colleagues in delivering exceptional guest experiences. Work collaboratively with department heads to enhance service standards. Share best practice and identify opportunities to elevate the guest experience. Support the development and implementation of guest experience initiatives. Manage guest recovery and complaint resolution Act as the main point of contact for guest concerns and complaints. Resolve guest issues promptly, professionally and effectively. Implement service recovery solutions that exceed guest expectations where appropriate. Maintain accurate records of complaints, resolutions and recurring trends. Work with departmental leaders to prevent recurring guest issues. Turn service challenges into positive guest experiences wherever possible. Support hotel operations Work closely with Reception, Concierge, Housekeeping, Food & Beverage, Events and Maintenance teams. Support Front Office operations during busy trading periods. Assist departments across the hotel to ensure seamless guest experiences. Participate in Duty Manager shifts as required. Act as the main point of contact for guests and colleagues during Duty Manager shifts. Support operational decision-making, guest issues and emergency situations. Provide night cover when required to support business continuity. Coordinate VIP and special occasion experiences Coordinate VIP arrivals, departures and in-house guest experiences. Ensure guest preferences are recognised and delivered consistently. Manage special occasions, celebrations and bespoke guest requests. Assist with hosting hotel events and guest engagement activities. Create personalised moments that enhance guest satisfaction and loyalty. Maintain operational excellence and compliance Undertake training and responsibilities as a designated First Aider and Fire Marshal. Respond appropriately to emergencies, incidents and evacuations. Ensure compliance with health and safety, fire safety, security, GDPR and company policies. Maintain accurate guest records and operational documentation. Support continuous improvement initiatives that enhance service delivery and guest satisfaction. Attend management meetings and contribute to operational planning and hotel objectives. About you You are an experienced hospitality professional with a passion for delivering exceptional guest experiences within a luxury hotel or premium hospitality environment. You thrive on creating memorable moments and building genuine guest relationships. Whether welcoming a VIP guest, responding to a review, supporting a colleague or resolving a guest concern, you approach every interaction with professionalism, warmth and attention to detail. You understand the importance of reputation, guest satisfaction and personalised service. You are confident analysing feedback, identifying trends and implementing improvements that enhance both the guest experience and operational performance. Most importantly, you are a visible ambassador for the hotel who genuinely enjoys engaging with guests and helping create experiences that guests remember long after they leave. Essential experience and qualifications Previous experience within Guest Relations, Front Office, Reception or a similar hospitality management role. Experience working within a luxury hotel, five-star environment or premium hospitality business. Proven experience delivering exceptional guest experiences and building guest loyalty. Strong guest recovery and complaint-handling experience. Experience responding to guest reviews and managing guest feedback. Strong understanding of luxury hospitality and five-star service standards. Excellent communication, relationship-building and interpersonal skills. Strong analytical skills with the ability to interpret guest feedback and performance data. A proactive, hands-on approach and genuine passion for hospitality. Desirable experience and qualifications Previous experience within a five-star luxury hotel environment. Experience with guest satisfaction platforms and reputation management systems. Previous Duty Manager experience. First Aid qualification. Fire Marshal qualification. Experience coordinating VIP programmes or bespoke guest experiences. Knowledge of hotel property management systems and guest CRM platforms. Personal attributes Passionate about hospitality and creating exceptional guest experiences. A natural relationship-builder who enjoys engaging with guests. Professional, approachable and confident in a guest-facing environment. Strong organisational, planning and problem-solving skills. Exceptional attention to detail. Calm and effective under pressure. Positive, proactive and solutions-focused. Flexible and adaptable, with a willingness to work evenings, weekends, public holidays and peak business periods as required. Committed to the highest standards of professionalism, presentation and service delivery. Benefits From day one 29 days holiday Training and development from day one Employee events and celebrations In-house interactive employee communication app Healthy meals to enjoy while you are working Access to an external Employee Assistance Programme Financial Wellbeing App, so you can get paid earlier than your normal monthly pay date Contributions to a pension plan After your first successful 3 months Access to our discounts and wellbeing platform, "Treat Yourself Here", unlocking savings and experiences for you and your family Involvement in our employee recognition schemes Long service recognition A complimentary guest overnight stay and dinner for two on passing probation and at each annual anniversary 50% discount in our restaurants Cycle to Work Scheme Discounted room rates for employees, friends and family Spa treatments and product discounts Life Assurance cover How to apply The Vineyard Hotel is dedicated to exceptional hospitality and memorable guest experiences. If you are an inspiring hospitality professional who is passionate about delivering world-class service and creating unforgettable moments for guests, we would love to hear from you. Please note: this role does not meet the requirements for sponsorship under the Skilled Worker visa route. Discover the Vineyard Hotel: A Premier Destination for Hospitality Professionals Nestled in the heart of Berkshire, The Vineyard Hotel is a luxurious haven renowned for its rich wine heritage, exceptional hospitality, and stunning surroundings. Located in Newbury, the hotel is celebrated for its dedication to fine dining and wine, housing an impressive 30,000-bottle wine cellar and offering a unique, wine-inspired experience for guests and team members alike. This five-star property combines elegance with warmth, featuring 49 beautifully designed rooms and suites, each inspired by a different wine-growing region. With its award-winning restaurant, stunning spa facilities, and close proximity to the scenic countryside and historic landmarks, The Vineyard Hotel is not just a destination for guests but also an inspiring place to work, where the commitment to excellence and passion for quality service make it a truly special environment for hospitality professionals. For job seekers, The Vineyard offers the chance to be part of an exceptional team, delivering unforgettable experiences in a setting that beautifully merges tradition with luxury. Become part of the team We're in the business of making people happy, that's why we're always on the lookout for thoughtful innovators, self-starters and those who truly believe they can make a difference to someone else's day. If this sounds like the kind of team you'd like to play for, we'd love to hear from you. TPBN1_UKCT