Retreat and Guest Relations Manager

Position Title: Retreat and Guest Relations Manager

Salary: Up to £44,000 per annum + Benefits

Hours: Full time 40 hours per week, 5 days over 7 to include weekends and bank holidays

Based at Ampleforth Abbey YO62 4EN

Line Manager: Head of Guest Operations

Key relationships: The Monastery Lead for Hospitality

Line management of:

• 2 x Retreat Coordinators
• 1 x Event Coordinator
• Volunteers within Retreats & Events

About Ampleforth Abbey

Ampleforth Abbey is home to the UK’s largest Benedictine Monastic Community, rooted in the Rule of St Benedict, whose mission is to seek God through prayer and service, and to invite others to experience faith in action.

Located in the Howardian Hills north of York, the Abbey sits within an Area of Outstanding Natural Beauty and welcomes thousands of visitors each year to its Retreat Centre, Visitor Centre, Shop and Tea Room.

Ampleforth Abbey Trust is a registered charity, working alongside the Monastic Community to support its mission. With around 60 lay staff, the Trust delivers on a five-year strategy, “Choosing a Future Together”, to ensure a sustainable, faith-led future for the Abbey.

Supporting the Monastic Community’s charism of Welcome and Hospitality, the Guest Relations Manager oversees, facilitates and delivers full-service support from an initial enquiry to the conclusion of a visit, providing excellent guest service for all retreatants, visitors, groups and for guests on tours and commercial events, while delivering on the aims of high occupancy, seamless coordination, excellent guest service and maximising revenue across all guest experiences.

If you enjoy working in a friendly peaceful atmosphere, meeting new people, being part of a hardworking team Ampleforth Abbey is perfect for you!

Core to this role is the delivery of a guest and hospitality experience commensurate with the aims of the Ampleforth Benedictine Community.

The main responsibilities are as follows but are not limited to:-

1. Guest Relations and Front of House for Ampleforth Abbey Trust

• Provide a first point of Benedictine welcome to all guests, visitors and enquirers.
• Working closely with the Monastic Lead, manage and implement the annual programme of retreats.
• Work closely with the Monastic Community in the delivery of the retreat programme and a welcoming environment for all guests.
• Manage all guest bookings for retreat guests, group tours, day visitors, conferences and events.
• Oversee guest arrivals, check-in/check-out processes.
• Oversee the provision of a Benedictine welcome to all group and event visitors.
• Liaise and coordinate with other departments to ensure a smooth operational service to guests and visitors.
• Work with the Housekeeping Supervisor to ensure rooms are serviced on time and with the relevant personal requirements.
• Act as the senior point of escalation for guest complaints and service recovery, resolving issues swiftly and to the guest's satisfaction.
• Liaise and coordinate with the Marketing team and Monastic Community on the receiving of donations.

2. Team Leadership & Management

• Set the standard, lead and motivate the Coordination team in the provision of a professional and excellent Benedictine guest experience.
• Liaise regularly with the Monastic Lead of Hospitality to ensure delivery of the Community’s aims.
• Liaise regularly with the Guest Operations Manager and other on site team members to ensure the smooth delivery of services for all guest bookings.
• Participate in all Ampleforth Abbey Trust team meetings appropriate to the Role of Guest Relations Manager.
• Lead regular team meetings for the management of the team’s workload and the delivery of efficient and proactive guest support services.
• Conduct regular performance reviews to develop the skills and personal development of the Coordination team members.
• Lead or arrange training for team members, appropriate to their role.
• Set clear performance targets for retreat and event bookings.
• Manage rotas and staffing levels and ensure appropriate cover including weekends and bank holidaysEnsure compliance in all aspects of Health and Safety, G.D.P.R. and Safeguarding in accordance with the Trust’s Policies and Procedures.

3. Reservations & Revenue Management

• Manage the booking calendar for Ampleforth Abbey Trust.
• Oversee all individual and group retreat reservations.
• Oversee the coordination of all group tours bookings.
• Optimise room occupancy and venue space utilization.
• Handle complex customer enquiries and escalations efficiently.
• Process invoices, deposits and final billing reports accurately.
• Track and report on key KPIs.
• Present monthly performance summaries and guest feedback analysis.

4. Conferences, Concerts & Events Management

• Serve as the primary contact for all external hire arrangements.
• Negotiate contracts, rates and terms for corporate conferences and events.
• Coordinate ticketing, seating plans and logistics for events and concerts.
• Liaise with internal and external caterers, audio visual technicians, and facilities’ teams for the smooth delivery of all events.
• Manage the Event Coordinator and handover to the Operations team to ensure flawless on-site delivery of events.

5. Customer Experience & Quality Control

• Ensure the Benedictine charism of Hospitality is at the heart of the guest experience.
• Create a warm, welcoming, professional Benedictine guest experience for all guests.
• Identify opportunities, including via guest feedback, to elevate service standards and enhance the guest experience, delivering and reviewing them on an ongoing basis.
• Ensure special guest requirements and dietary needs are logged and delivered.
• Ensure all health and safety compliance requirements and documentation are fulfilled across the guests’ experience.

Any other duties, as required by the Head of Guest Operations, Executive Team, Abbot or Monastery Lead for Hospitality, which pertain to the provision of a good guest experience at Ampleforth Abbey.

About You

• Previous experience in a similar role
• Strong leadership and team management skills
• Be a team player, flexible and reliable with a can-do attitude
• Excellent guest service and communication abilities
• Good organisational skills with excellent attention to detail
• Strong problem-solving skills with the ability to manage multiple priorities.
• Own transport required
• Experience working in a heritage, visitor attraction, or faith-based setting
• Interest in history, heritage, or monastic tradition
• Calm, approachable, and professional manner
• Respect and support for the spiritual and historic nature of the Abbey
• Ability to work in a sometimes quiet, reflective environment

Working Conditions

• Includes weekends, bank holidays, and occasional events
• Fast-paced environment during peak visitor seasons

Benefits

• Up to 8% employer-matched pension
• Life assurance
• Free lunch during working hours
• Free on-site parking
• 20% discount at the Tea room and Abbey Shop
• Cycle to Work Scheme
• Christmas Closure
• Historic Houses and Yorkshire Great Houses, Castles and Gardens passes to borrow
• Employee Assistance programme
• Retail savings platform
• 50% discount on fitness suite, swimming and other activities at St Albans Centre

Ampleforth Abbey Trust is committed to the highest standards of safeguarding. All appointments are subject to an enhanced DBS check and satisfactory references.

Interested? If you feel that you possess the relevant skills and experience, then please submit your CV for review.

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