Guest Relations and Experience Lead

Responsibilities:

• Manage all guest communications across approved channels, ensuring responses are timely, accurate, and aligned with defined service standards.
• Coordinate pre-arrival, arrival, and post-stay communications to ensure guests are informed, prepared, and supported at every stage.
• Deliver clear and consistent check-in instructions, welcome information, and house manuals to minimise confusion and reduce inbound queries.
• Respond to enquiries regarding property features, amenities, house rules, and stay requirements with clarity and attention to detail.
• Monitor guest sentiment throughout the stay and proactively address concerns before they escalate into complaints.
• Resolve guest issues and complaints with empathy, speed, and practical solutions while maintaining professionalism and trust.
• Escalate complex or sensitive issues appropriately, ensuring continuity of communication and resolution.
• Recommend or approve goodwill gestures or compensation where necessary to protect guest satisfaction and service credibility.
• Track guest feedback, reviews, and complaint trends, translating insights into actionable improvement recommendations.
• Prepare and submit regular reports on guest experience performance, highlighting risks, trends, and opportunities for service improvement.
• Other responsibilities as assigned by management.

Requirements:

• Bachelor’s degree in Business Administration, Marketing, Tourism or a related field.
• Minimum of 2 years of professional experience in hospitality, customer service, or short-let operations.
• Strong customer service and attention to detail.
• Strong written and verbal communication.
• High emotional intelligence and conflict-resolution ability.
• Strong organisational and multitasking skills.
• Ability to remain calm and solution-focused under pressure.
• Knowledge of customer service operations within hospitality or service-driven environments.
• Understanding of guest communication flows, check-in processes, and issue-resolution frameworks.
• Strong documentation and reporting discipline for tracking guest interactions and outcomes.
• Understanding of data protection, confidentiality, and professional handling of guest information.