Guest Relations

3 days ago

Bridport DT DF, United Kingdom Louma Farm & Retreat Full time £25,000 - £35,000 per year

About Louma

Nestled above the stunning Jurassic Coast in West Dorset, Louma offers guests exclusive access to fine dining, private vineyards, stables, a luxurious spa, and a range of curated activities. With 17 beautifully designed rooms and Shepherd Huts, we cater to individuals, couples, and families seeking unforgettable moments in a one-of-a-kind setting. Join our passionate and dedicated team and help us shape a world-class retreat experience.

Role Overview

We are seeking a passionate and personable Guest Relations team member to join our growing team at Louma Farm and Retreat. In this role, you will be a true ambassador for Louma, ensuring every Guest feels welcomed, valued, and inspired throughout their journey with us. You will support all aspects of the Guest experience with dedication and care. Weekend and evening availability is essential, along with a genuine commitment to delivering exceptional service and creating unforgettable moments for our Guests.

What You'll Do...

  • Lead communications with Guests from enquiry to booking, check-in, stay and post-visit, ensuring seamless, efficient and personalised service at every stage.
  • Proactively manage pre-arrival communications to optimise Guest experience, ensuring expectations are clearly set and exceeded.
  • Be the primary contact for all Guest requirements, complaints, suggestions, incidents – addressing or coordinating timely action with relevant departments.
  • Master the CRM system to optimise data accuracy, governance requirements and upsell opportunities, ensuring a market-leading Guest route map is delivered.
  • Organise Guest schedules, proactively gaining bookings for activities and experiences to maximise their stay value.
  • Provide detailed reports to Guest Relations and other Departments for continuous operational improvement.
  • Support data acquisition, management, and storage according to GDPR and Louma SOPs.
  • Support the Marketing team to activate and promote "Things To Do" Activities, Experiences, and Events, ensuring effective communication, sales, administration and market data acquisition.
  • Lead or participate in preparation, activation and clearance of Events and Experiences to achieve a market-leading offering.
  • Optimise Guest sign-up to Experiences through proactive communication using all back-of-house tools and channels.
  • Support the Main Barn F&B operation in service of food and drinks.
  • Liaise with Housekeeping and Grounds teams to maintain high standards of cleanliness, presentation and operational readiness.
  • Support stock control within the Main Barn, liaising with the Executive Chef and Marketing as required.
  • Comply with Health & Safety Policies, Risk Assessments and SOPs as a Competent Person.

What We're Looking For...

  • Previous experience in a hospitality environment, ideally within a 5-star setting.

  • Availability to work weekends and evenings to fulfil operational responsibilities.

  • Proficient in

    CRM systems with strong IT literacy.
  • A focused, proactive, and enthusiastic approach to work.
  • Ability to use own initiative while also working effectively as part of a team.
  • Demonstrates respect towards colleagues and guests at all times.
  • Exceptional people skills and communication abilities, ensuring positive interactions at all times.

What We're Offering...

  • Private Medical Insurance
  • Enhanced Pension Scheme
  • Enhanced Annual Leave
  • Life Assurance
  • Performance Related Annual Bonus Scheme

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