Guest Relations
About Louma
Nestled above the stunning Jurassic Coast in West Dorset, Louma Country Hotel offers guests exclusive access to fine dining, private vineyards, stables, a luxurious spa, and a range of curated activities. With 17 beautifully designed spaces across our Farmhouse, Timber Stables, Stone Barns and Shepherd Huts, we welcome individuals, couples and families seeking unforgettable moments in a truly unique setting.
Join our passionate and dedicated team and help shape a world\-class country hotel experience.
Role Overview
As a Guest Relations Team Member, you will play a central role in delivering an exceptional guest journey from the moment the guest walks through the door through to post\-departure. Acting as the main point of contact for our guests, you will ensure every stay is seamless, personalised and memorable.
This role combines front\-of\-house hospitality, guest experience management, reservations support and operational coordination, making it ideal for someone who thrives in a luxury hospitality environment and enjoys creating meaningful guest connections.
What You'll Do...
- Deliver a warm, polished welcome and act as an ambassador for Louma Country Hotel throughout the guest journey.
- Coordinate personalised guest itineraries including dining, spa treatments and estate experiences.
- Provide full room and estate orientation upon arrival, ensuring guests feel comfortable and cared for.
- Maintain accurate guest profiles within the CRM system to personalise future stays.
- Act as the primary point of contact for guest requests, feedback and service recovery.
- Support daily operational briefings to ensure departments are aligned on guest arrivals, preferences and itineraries.
- Collaborate closely with housekeeping, food \& beverage, spa and estate teams to deliver seamless guest experiences.
- Assist with the delivery of events, guest experiences and seasonal programming across the estate.
- Support Main Barn operations where required, maintaining exceptional presentation and service standards.
- Comply with Health \& Safety Policies, Risk Assessments and SOPs as a Competent Person.
- Previous experience in a luxury hospitality environment, ideally within a 5\-star setting.
- Flexible to work evenings, weekends and seasonal peak periods.
- Naturally warm, confident and professional with outstanding communication skills.
- Highly organised with strong attention to detail and the ability to anticipate guest needs.
- Proficient in CRM systems with strong IT literacy.
- A focused, proactive, and enthusiastic approach to work.
- A proactive mindset with the ability to work independently and collaboratively.
- Private Medical Insurance
- Enhanced Pension Scheme
- Enhanced Annual Leave
- Life Assurance
- Performance Related Annual Bonus Scheme
- Professional development and training opportunities
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