Requirements
Minimum 2 years of experience in Guest Relations, Customer Service, Hospitality, or a similar customer-facing role.• Fluent English (written and spoken), as all communication is with guests in the UK.• Excellent written and verbal communication skills.• Ability to remain calm, professional, and solution-oriented when dealing with unhappy or frustrated guests.• Strong conflict resolution and complaint-handling skills.• Ability to multitask and manage multiple guest conversations and complaints simultaneously.• Strong organisational and time management skills.• High attention to detail and ability to follow company procedures.• Proactive, reliable, and able to work independently.• Team player with the ability to communicate and collaborate effectively with colleagues.• Comfortable using messaging platforms, booking platforms, and computer applications for day-to-day guest communication.• Availability to work flexible shifts, including weekends and public holidays if required.
Description
We are looking for a proactive and customer focused Guest Relations Manager to deliver an exceptional guest experience and maintain consistently high guest satisfaction across our portfolio of serviced apartments.Your primary responsibility is to ensure guests enjoy a smooth stay from check-in to check-out by communicating with them throughout their reservation, resolving concerns professionally, and providing excellent customer service that leads to five star reviews.A key part of this role is handling guest communication across booking platforms, including responding to guest enquiries, complaints, disputes, and official case messages from platforms such as Airbnb, Booking.com, Vrbo, and others. You will represent the company professionally in all written and verbal communication.You will also conduct a courtesy call the evening before check-out to ensure guests are satisfied, answer any final questions, remind them of the check-out process, and help create a positive departure experience.Although operational issues are handled by a separate team, you will be expected to report maintenance, housekeeping, or property related issues immediately and work closely with colleagues to ensure concerns are resolved promptly.Key Responsibilities• Deliver exceptional customer service throughout each guest’s stay.• Handle guest complaints professionally and work towards satisfactory resolutions.• Respond to official customer complaints, disputes, and case messages received through booking platforms (Airbnb, Booking.com, Vrbo, etc.).• Conduct pre checkout calls to confirm guest satisfaction • Escalate maintenance, housekeeping, or operational issues to the relevant team immediately.• Follow up with guests after issues have been addressed to ensure satisfaction.• Encourage positive guest reviews through outstanding service.• Maintain accurate records of guest communications.• Work collaboratively with the operations team to provide a seamless guest experience.Working Hours: Full-time, shift-based. We offer a flexible schedule, but candidates should be comfortable working longer hours when operational needs require