Guest Relations Manager

About the role

We are seeking a proactive Guest Relations Manager to ensure an exceptional stay for guests in our portfolio of serviced apartments in London. The role involves managing guest communication from booking to checkout, resolving issues promptly, and driving five‑star reviews.

Key responsibilities

• Deliver outstanding customer service throughout each guest’s stay.
• Handle guest complaints, disputes and case messages from platforms such as Airbnb, Booking.com and Vrbo.
• Conduct pre‑checkout calls to confirm satisfaction and provide a smooth departure.
• Escalate maintenance, housekeeping or operational issues to the relevant teams immediately.
• Follow up with guests after issue resolution to ensure continued satisfaction.
• Maintain accurate records of all guest communications and encourage positive reviews.

Required profile

• Minimum 2 years experience in guest relations, customer service or hospitality.
• Fluent English with excellent written and verbal communication skills.
• Strong conflict‑resolution and complaint‑handling abilities.
• Ability to multitask, stay organized and manage several guest conversations simultaneously.
• Proactive, reliable, independent worker and effective team player.
• Availability to work flexible shifts, including weekends and public holidays.