Group Guest Relations Executive

We are looking for a Group Guest Relations Executive to join our Central support team in a newly created group role. Do you have experience responding to guest feedback, handling complaints and turning complex situations into clear, personalised communications? Are you highly organised, confident coordinating actions across multiple hotel teams and committed to ensuring "Every Detail is Considered?". You will help ensure guest feedback is handled promptly, professionally and personally. Working closely with General Managers and hotel teams, you will prepare considered responses, coordinate appropriate resolutions and share insight that helps us continually improve the guest experience across De Vere. This is a full time role that involves working 40 hours per week (Monday to Friday) on site in our central support office in the grounds of De Vere Beaumont Estate in Old Windsor. As our Group Guest Relations Executive you'll:

• Review and respond to guest feedback received through online review platforms, social media and direct communication channels, preparing clear and personalised responses in consultation with hotel teams.
• Coordinate appropriate resolutions with General Managers and senior colleagues, monitor agreed actions and deadlines, and support hotel Guest Relations teams with escalated complaints.
• Produce regular reports using TrustYou data, highlighting recurring themes, service shortfalls and examples of excellent guest service, and share relevant insight with hotel and central teams.
• Help maintain De Vere's complaint-handling standards and procedures, contribute to guidance and training materials, and escalate serious or sensitive concerns appropriately.
• Monitor return bookings following complaints, review relevant competitor initiatives, coordinate mystery guest activity and provide occasional administrative support to the Co-CEOs.
Your skills and experience will include


• Strong written and spoken English, good numerical literacy and excellent attention to detail, with the ability to produce clear, accurate and personalised communications.
• Experience in a customer-facing, guest relations or customer service role, including handling complaints and resolving sensitive or emotionally charged service issues.
• Strong organisational skills, with experience coordinating actions across several teams, managing competing priorities and meeting response deadlines.
• The ability to review information and produce useful reports or summaries that identify trends, service shortfalls and examples of good practice.
• Experience within hotels, hospitality or another multi-site service business along with supporting procedures, guidance or training materials would be advantageous.
  
  The Pay & Benefits:
At De Vere we pay attention to the thoughtful details that inspire the loyalty of our permanent colleagues. That's why we are proud to offer the following benefits for the role of Guest Relations Manager.
• £35,000 - £40,000 per year
• Free meals on duty in our colleague dining facilities
• Stay in shape with complimentary use of the Leisure Club facilities saving you money on costly gym memberships
• We believe in celebrating your special moments too, which is why we offer an extra paid day off for your birthday, along with a £20 love to shop voucher.
• As a token of our gratitude for your loyalty, we'll treat you to an annual complimentary 2-night stay with dinner in a De Vere property of your choice, plus additional monetary rewards for reaching long service milestones
• Discover exclusive perks with our £50 colleague rates for overnight stays at De Vere properties, accompanied by a fantastic 50% discount on Food & Beverage.
• 31 days holiday each year (increasing annually up to 33 days)
• Venue closure over the Christmas period allowing you time off to enjoy the festive season
• Explore our Exclusively Yours Benefits portal, unlocking hundreds of discounts on retail, travel, and leisure activities.
• We are committed to your growth and offer excellent career progression opportunities, including access to our Apprenticeship programmes and study support.
• Take advantage of our Employee Assistance Programme, Hospitality Action, providing 24/7 health and wellbeing support, including free counselling.
• Experience the flexibility and convenience of Wagestream, our financial wellbeing platform, granting you instant access to your pay when you need it.
• We value your hard work and recognise your achievements through our monthly colleague recognition programme, You Are De Vere, culminating in an exciting annual colleague recognition event.
• Join a supportive team that knows how to have fun with regular team appreciation events, including memorable Christmas and Summer parties.
• Gain peace of mind with our Company Life Assurance scheme, ensuring financial security for your loved ones.