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- Tasks: Lead a team to create unforgettable guest experiences in a luxury resort.
- Company: Rockliffe Hall, a stunning five-star resort in the Tees Valley.
- Benefits: Competitive salary, pension scheme, private medical insurance, and generous annual leave.
- Other info: Enjoy a beautiful countryside setting with excellent career growth opportunities.
- Why this job: Join a dynamic team during an exciting transformation in premium hospitality.
- Qualifications: Strong leadership skills and a passion for exceptional guest service.
The predicted salary is between 33000 - 36000 £ per year.
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”
Head of Guest Relations in Darlington employer: Rockliffe Hall Hotel, Golf & Spa Resort
Contact Detail:
Rockliffe Hall Hotel, Golf & Spa Resort Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Guest Relations in Darlington
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Rockliffe Hall on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to guest relations. Think about how you would handle specific scenarios that reflect five-star service. We want to show them we’re ready to lead the team!
✨Tip Number 3
Dress to impress! First impressions matter, especially in hospitality. Let’s make sure we look sharp and professional when we walk through those doors for the interview.
✨Tip Number 4
Follow up after the interview with a thank-you email. It’s a great way to express our appreciation and reiterate our enthusiasm for the role. Plus, it keeps us fresh in their minds!
We think you need these skills to ace Head of Guest Relations in Darlington
Some tips for your application 🫡
Show Your Passion for Guest Relations: When writing your application, let your enthusiasm for creating exceptional guest experiences shine through. We want to see how you can bring that five-star service mindset to our team!
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experience in guest relations or hospitality. We love seeing how your skills align with our values and the role of Head of Guest Relations.
Be Specific About Your Achievements: Use concrete examples to demonstrate your past successes in enhancing guest experiences. We appreciate details that show how you've gone above and beyond in previous roles!
Apply Through Our Website: For the best chance of success, make sure to submit your application through our website. It’s the easiest way for us to review your application and get you on the path to joining our fantastic team!
How to prepare for a job interview at Rockliffe Hall Hotel, Golf & Spa Resort
✨Know the Guest Journey
Familiarise yourself with the entire guest journey at Rockliffe Hall. Understand how each stage contributes to a five-star experience and be ready to discuss how you can enhance it. This shows your commitment to delivering exceptional service.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led teams in the past, particularly in hospitality settings. Highlight your ability to inspire and train others, as well as how you've driven a culture of anticipatory service.
✨Emphasise Emotional Intelligence
Be ready to discuss situations where you've used emotional intelligence to resolve guest issues or improve experiences. This role requires a deep understanding of guest needs, so demonstrating this skill will set you apart.
✨Engage with Feedback
Discuss your approach to analysing guest feedback and implementing changes based on insights. Show that you value guest opinions and are proactive in using them to elevate the overall experience.