Guest Relations Manager

We are open! The Store a new lifestyle luxury and boutique hotel set in the heart of Oxford. We sit in the building of the historic department store and Oxford institution, Boswells. Our 101-bedroom hotel will delight guests with a sense of curiosity and wonder, reflecting the rich heritage of the building’s former life.

Our growing team is already full of dedicated and passionate professionals working hard to see The Store bring a new and refreshed luxury hotel experience to the city of Oxford.

Does this role appeal to you?

Are you a natural people-person with a passion for creating memorable guest experiences? Are you ready to leave a lasting legacy in the world of hospitality?

Step into the spotlight as Guest Relations Manager at The Store, Oxford!

Department

Guest Relations

Here’s what the role is all about:

As Guest Relations Manager, you will form part of our duty management team, providing exceptional customer service and leading/managing a team of Guest Relations Executives, bringing your proven communication and interpersonal skills to the role at The Store.

The role contains everything you would expect, including providing warm and genuine welcomes and anticipating guest needs, leading the way in delivering lasting memories and cultivating guest satisfaction. You will have a full 360-degree scope of all aspects of the guest relations operation and the overall guest experience. 

You will have a passion for coaching, inspiring and leading a team that supports the Front of House Management team and Nights team. You will have strong people skills, an eye for detail and quality control, and a love for all thing’s hospitality. You will have some previous management or supervisory experience, preferably in the hospitality industry. You will have great communication, planning and organisational skills.

Be committed to delivering outstanding service. This role covers weekdays, evenings and weekends as well as bank holidays. 

Benefits

• 28 days annual leave (increasing to 33 days after 5 years’ service) 
• Flexible rotas - we understand the importance of work life balance. 
• Delicious and nutritious meals on duty
• Ongoing training provided - both in house and external. 
• Career progression and development - we invest in our people        
• £30,000 per annum (plus non-contractual service charge)
• Discount with Experience Oxfordshire – Perks for Partners
• Royal Cars taxis 50% discount for our people
• 25% off spa treatments and thermal suite access 
• 50% off Oskia skincare products 
• Refer a Friend Scheme – refer a friend and receive £250!
• Family and Friends discount 
• Fully equipped team canteen 
• Hospitality Rewards: access to health and wellbeing benefits, cashback, local perks (high street discount, restaurants, and Employee Assistance) 
• Review rewards 
• Brand pillars - we have four pillars that we live and breathe everyday! 
• Opportunities to socialise and celebrate big moment together - birthdays, work anniversaries and big life moments! 
• Fundraising initiatives - we support the community and like to give back, in 2023 we walked for wellbeing supporting Hospitality Action. 
• Go green - come and work with a company that are committed to creating a greener planet, by looking at how we can reduce our carbon footprint - we have a green team who ensure we are on track, come and play your part in that.   

As the hotel grows more benefits will become available.

These are the behaviours/skills? that we’re looking for:

Professionalism

Personable

Knowledgeable

Exceptional Customer Service

Adaptable

Passionate about People

Experience using Opera

Management Experience

 We’ve got 4 Brand Pillars that will also help you thrive:

Legacy - The Store celebrates its rich history as a beloved department store, in the heart of Oxford, and pays tribute to the building’s past by carrying forward a legacy of enchanting guests with a sense of delight and wonder.

Discovery - Like its predecessor, The Store is a place of discovery, offering a myriad of spaces to explore and uncover, from the luxurious spa to its diverse range of dining experiences, window displays and seasonal pop-ups.

Innovation - The Store is more than just a hotel it’s a hub of innovation and change that constantly seeks to improve the guest experience through varying design, evolving installations and innovative food, drink and services.

Community - As a former pillar of the community, The Store remains committed to supporting and engaging with the local community through various initiatives and events that bring people together.

At The Store, we value diversity. We are committed to providing an inclusive and supportive environment as we believe diversity fosters a more innovative, creative, dynamic, and nurturing culture. We are striving to create a culture that fully represents our four brand pillars: Legacy, Discovery, Innovation and Community – including all the communities we serve.

We are an equal opportunity employer, and all applicants will be considered for employment regardless of race, age, ethnicity, religion, sexual orientation, gender, gender identity, family or parental status, or disability status.