Guest Relations Manager – Hayfield Manor
Department:
Guest Relations
Reports to:
General Manager / Deputy General Manager
Contract:
Full-Time, Permanent
Our Purpose
We turn caring into our craft.
Our Mission
We make luxury feel like home.
The Role
The
Guest Relations Manager
is a pivotal leadership role at Hayfield Manor. This position exists to protect, elevate, and humanise the guest experience at every stage of the journey.
You are the
standard-bearer
for how our guests are welcomed, known, and remembered. Through your presence, judgement, and leadership, luxury is never performative…it is calm, intuitive, and deeply personal.
This role requires someone who understands that the highest level of hospitality is not visible effort, but
effortlessness
, created through preparation, discipline, and genuine care.
What You Will Do
Lead the Experience
* Set the tone for Guest Relations across the hotel through visible, engaged leadership.
* Build, coach, and inspire a team who understand that service is felt, not scripted.
* Work in close partnership with Heads of Department to ensure a seamless, consistent guest journey across all touchpoints.
Be Present Where It Matters
* Maintain a strong and natural presence in the lobby, at breakfast, and during key arrival and departure periods.
* Personally welcome VIPs, returning guests, and those requiring particular care.
* Ensure guests who have experienced challenges are met with empathy, ownership, and thoughtful follow-up, including on and post departure.
Own Pre-Arrival & Personalisation
* Take full ownership of the pre-arrival experience, ensuring each guest arrives feeling expected and understood.
* Review arrivals daily, anticipating preferences and coordinating delivery with all departments.
* Personally verify VIP and repeat guest rooms to ensure readiness and attention to detail.
Communicate with Precision
* Produce a concise Daily Guest Experience Report that keeps all departments aligned, informed, and focused.
* Act as a connector across Front Office, Housekeeping, Food & Beverage, Concierge, and Spa teams.
Resolve with Grace
* Handle guest concerns discreetly, confidently, and decisively.
* Ensure issues are resolved fully, recorded accurately, and followed through with care.
Shape What Comes Next
* Monitor guest feedback and identify meaningful opportunities for improvement.
* Introduce considered service enhancements and curated guest experiences that reflect the spirit of Hayfield Manor.
Protect the Standard
* Ensure service standards are consistently understood and intuitively delivered across the hotel.
* Support training and development within Guest Relations and Front Office, focusing on judgement, anticipation, and emotional intelligence.
* Play a central role in safeguarding the level of excellence Hayfield Manor is known for.
Who You Are
* Calm, assured, and naturally warm.
* An experienced leader within luxury hospitality (Guest Relations, Front Office, or similar).
* Highly observant, emotionally intelligent, and comfortable making decisions in real time.
* Present, hands-on, and visible…you lead from the floor.
* Proud of standards, but never rigid; precise, but never cold.
Our Values
We believe in
FINER Hospitality
:
* FAMILY -
Our Family Tree is the Foundation of Our Success
* INSPIRATION -
Grow Together
* NURTURE -
Embracing and Nurturing Our Social Responsibilities and Genuine People creating genuine hospitality
* EXCELLENCE -
Attention to detail as a signature Genuine Hospitality Delivered by Genuine People
* RESPECT:
Collectively We Are Diverse & Inclusive
These values are not statements on a wall. They are
expectations lived daily
.
Final note
This role is not about managing moments.
It is about
setting a benchmark
— quietly, consistently, and with heart.
Apply via LinkedIn or email your CV in confidence to with the subject line "Guest Relations Manager Application – Hayfield Manor".