Job title: Guest Relations Executive

Job Description

Location: West Dorset, with staff accommodation available in Bridport
Salary: £30,000-£35,000, dependent on experience
Contract: Full-time
Hours: 40 per week
Working Pattern: On-site only. No hybrid
Driving Licence: Essential, own car required
Reporting To: Head of Guest Relations & Reservations
Start Date: As soon as possible

Overview

Oplu is leading the search for a Guest Relations Executive to join the Front of House team at a distinguished luxury country hotel and retreat in West Dorset.

This is a hands-on, high-touch hospitality role at £30,000-£35,000 dependent on experience. Full-time, 40 hours per week, on-site only with no hybrid pattern. Staff accommodation is available in nearby Bridport for candidates relocating. A driving licence and own car are essential given the rural setting.

Whether your background is as a Guest Relations Manager, Front of House Team Member, Concierge, Luxury Hotel Receptionist, or Boutique Hotel Host, this is a considered appointment at a distinctive luxury country property.

The Opportunity

The property is a boutique luxury country hotel and retreat blending hospitality with farming, vineyard, and wellness operations. It offers guests a highly personalised experience across accommodation, food and beverage, spa, and event programming.

The Guest Relations Executive sits at the heart of the guest journey and covers three connected remits: Reception, Marketing, and Hospitality. This includes check-in, check-out, orientation, guest engagement, complaint handling, seasonal programming, family activities, market research, on-site restaurant and bar service support, VIP and event coordination, and PR and familiarisation trips.

The successful candidate will take real ownership of the guest journey. They will lead the daily morning meeting to align every department on arrivals and preferences, coordinate VIP and special-occasion stays, and personally handle Media, PR, and Familiarisation visits from arrival through to departure. They will act as an ambassador for the property.

This is not a passive front desk role. It is a hands-on, energetic seat requiring warmth, judgement, resilience across varied shift patterns, and a genuine interest in the details of luxury hospitality.

Who this role suits

This role is best suited to a hospitality professional with prior experience in a boutique or luxury hotel, country house hotel, private members’ club, luxury retreat, or comparable high-end serviced property. Guest Relations, Front of House, Concierge, luxury hotel Reception, or Reservations backgrounds all translate directly.

The role will also suit candidates from a yacht interior or luxury villa hospitality background looking for a land-based seat, or hospitality graduates with strong internships at recognised luxury properties who are ready to step into a full guest-facing role.

Prior experience with Mews, Salto, or comparable hotel technology stacks is an advantage. Familiarity with luxury hotel operations, personalised service standards, and multi-department coordination is essential.

Key Responsibilities

Reception and guest journey

  • Greet guests with warmth, grace, and genuine hospitality. Anticipate needs and preferences to build meaningful rapport.

  • Manage efficient check-in procedures, verify reservations, provide hotel information, and address special requests.

  • Ensure terms and conditions, hot tub guidance, and other required paperwork are signed.

  • Provide personalised full-room and full-site orientation on arrival, including heating and AC systems.

  • Coordinate luggage handling for a smooth arrival experience.

  • Focus on guest engagement throughout the stay.

  • Maintain and update guest profiles in Mews, including preferences, history, purpose of visit, and special dates such as birthdays and anniversaries.

  • Deliver child-focused programmes and seasonal activations, including scheduled daily activities and seasonal events at Halloween, Christmas, and Easter.

  • Communicate activities to guests promptly.

  • Act as the primary point of contact for guest enquiries, feedback, complaints, and incidents.

  • Handle each enquiry with discretion, empathy, and efficiency, escalating as appropriate.

  • Manage seamless check-out, including bill review, accurate payment handling, and guest farewell.

  • Anticipate peak periods and flag resourcing needs in advance so the team is prepared.

  • Follow up post-departure to build long-term relationships and highlight return-guest promotions.

  • Manage all guest data in line with GDPR and property SOPs.

Departmental coordination

  • Lead the morning meeting each day.

  • Brief all departments on guest preferences, arrival schedules, and itinerary details in advance of arrivals.

  • Email meeting minutes to heads of department, including any absent, before midday.

  • Develop a thorough understanding of every area of the property, including plant room systems and fire panel operations, so that specialist or contractor support can be identified and mobilised quickly.

  • Report repair and maintenance issues to Grounds and relevant sub-contractors for prompt resolution.

  • Maintain full proficiency with the CRM and POS systems, including Mews and POS.

  • Optimise systems use for accurate operational data, governance compliance, and upsell opportunities.

  • Take direct and online travel agent bookings and payments in line with Financial Procedures.

  • Maintain the Guest Relations area and all Food and Beverage service locations to a high standard of cleanliness and presentation.

Marketing and experience programming

  • Support the development of packages and contribute ideas for seasonal experience programming based on guest demand, interests, and feedback.

  • Plan, coordinate, and deliver engaging children’s activities for Halloween, Christmas, Easter, and equivalent seasonal occasions.

  • Conduct and present market research to the Head of Guest Relations & Reservations, providing insight into competitor offerings and pricing strategies.

Hospitality operations and events

  • Support the on-site restaurant and bar operations by assisting with food and beverage service during check-in, check-out, and daily operations.

  • Maintain service areas to a high standard, whether or not Guest Relations is running service directly.

  • Coordinate seamlessly with Reservations, Housekeeping, Food and Beverage, Spa, Farm, Vineyard, and Estate teams to fulfil special requests, preferences, and expectations.

  • Take on-the-day ownership of guest stays and live events.

  • Coordinate departments, manage timelines, oversee set-up and execution, and act as the primary point of contact for guests throughout.

  • Take on-the-day ownership of Media, PR, and Familiarisation trips.

  • Deliver a seamless experience against the agreed profile and stay-requirement brief.

  • Support stock control within the on-site F&B outlets using the POS system.

  • Coordinate all aspects of VIP, repeat, and special-occasion stays, including bespoke welcome experiences, luxury transfers, and custom in-room surprises.

  • Use guest profile notes to plan personalised welcome beverages and in-room amenities.

Health, safety and property

  • Support access control measures for sub-contractors and visitors, protecting the safety of guests, team members, partners, and third parties.

  • Accept responsibility as a Competent Person under the property’s Health & Safety Policy.

  • Follow all SOPs, Risk Assessments, and Operations Manuals with due care.

  • Support the Head of Guest Relations & Reservations on specific duties relating to the guest experience.

  • Undertake other reasonable duties as requested by Management.

Requirements

Must-haves

  • Prior experience in a boutique or luxury hotel, country house hotel, private members’ club, luxury retreat, or comparable high-end hospitality property.

  • Excellent guest-facing communication with warmth, poise, and personal presentation.

  • Proficiency with a hotel PMS, with Mews strongly preferred, plus POS systems and digital booking platforms.

  • Basic Food Hygiene, HACCP, Manual Lifting, First Aid at Work, Fire Safety, and a Personal Alcohol Licence, or willingness to complete before start.

  • Genuine understanding of luxury service standards and multi-department coordination.

  • Ability to lead a daily morning meeting and communicate clearly with heads of department.

  • Comfort handling complaints, incidents, and feedback with discretion and empathy.

  • Full driving licence and own car. This is essential given the rural setting.

  • Flexible to work varied shifts including evenings, weekends, and holidays.

  • Comfortable working outside as required.

  • Focus, initiative, and the ability to solve problems creatively on the day.

  • Fluent English, spoken and written.

  • Right to live and work in the UK.

Strong advantage

  • Experience with Mews CRM specifically.

  • Experience with Salto access systems.

  • Yacht interior, luxury villa, private club, or high-end serviced property background.

  • Experience coordinating children’s programming or family-focused events.

  • Experience with Media, PR, or influencer familiarisation trips.

  • Voluntary Mental Health First Aid training.

Preferred background

  • Career hospitality professional with a genuine long-term interest in guest experience, not a stepping stone.

  • Familiarity with rural, agricultural, or estate-based hospitality environments.

Why this role

  • Join a distinctive luxury country hotel and retreat set within a farm and vineyard environment in West Dorset.

  • Real ownership of the guest journey, from morning meeting through VIP hosting to post-departure follow-up.

  • Cross-functional exposure to every department on the estate, including Reservations, Housekeeping, Food and Beverage, Spa, Farm, Vineyard, and Estate.

  • On-the-day lead responsibility for Media, PR, and Familiarisation trips.

  • Direct input into seasonal programming, children’s activities, and package development.

  • Staff accommodation available in nearby Bridport for candidates relocating.

About the property

A distinguished luxury country hotel and retreat in West Dorset, set within a rural farm and vineyard environment. The property blends hospitality with agriculture and wellness, offering guests a highly personalised experience across accommodation, food and beverage, spa, and event programming. The property uses Mews as its PMS and Salto for access.

Practical Information

  • Location: West Dorset. On-site only. No hybrid pattern.

  • Working Pattern: 40 hours per week. Varied shifts including evenings, weekends, and holidays.

  • Salary: £30,000-£35,000 per annum, dependent on experience.

  • Driving Licence: A full driving licence and own car are essential given the rural setting.

  • Staff Accommodation: Available in Bridport for candidates relocating. Rent £450-£750 per month depending on room.

  • Contract: Full-time.

  • Start Date: As soon as possible.

Application Process

Apply via the form on this page. Only shortlisted candidates will be contacted. If you do not hear from us within 14 days, please consider your application unsuccessful on this occasion.