Job Description

Join our fast-paced, high-growth luxury serviced apartment for corporate, healthcare, construction, and insurance clients, delivering exceptional service across both short- and long-term stays, across different locations.

We are looking for a full-time

Central Guest Services Manager

to join our fun, dynamic and friendly team. This role is based in our Poole office with occasional visits to sites in Southampton, London and Newbury. The

Central Guest Services Manager

will manage the Guest Services teams in each location to make sure we provide our guests with everything they need for a luxury stay, you will go above and beyond to exceed our guests expectations. You will be the key contact for our guests once their booking has been confirmed by our Reservations team, working closely with our operations teams.

Role Responsibilities:

Deliver outstanding service to ensure guest satisfaction and encourage positive reviews. Manage a team of Guest Service Executives working out in our locations, pre-calls, checking guests in and looking after the operational side of things. Contact guests (at least one week prior or earlier for long stays) to introduce yourself and assist with planning. Coordinate personalized check-ins, gather all guest preferences, and communicate special needs to Operations. Set up and manage WhatsApp groups for seamless communication throughout the guest journey. Gain in-depth knowledge of each property and surrounding area to support guests with accurate advice. Organize special touches (e.g. cards, gifts, mid stay calls) to enhance the guest experience. Conduct pre-arrival quality checks and handovers with Operations. Request and share guest feedback. Handle property maintenance issues, including scheduling and vendor coordination, ensuring prompt resolution. Manage guest damage disputes with care and professionalism. Managing guest complaints, balancing good commercial outcomes with customer satisfaction.

Who We're Looking For:

You should have previous experience in a high-end hospitality guest liaison role, with a strong passion for delivering exceptional service that exceeds guest expectations. You have managed a team and are a strong leader, able to support a busy fleet of Guest Service Executives across different locations. High attention to detail, a positive and confident attitude, and consistently personable behaviour with both guests and colleagues are essential. You must be able to maintain high standards and deal with guest issues fast, calmly and professionally, in a busy sales office environment.

Essential experience:

2 + years in high end hospitality in a guest services role

2 + years in reception/reservation management/ concierge/customer service

2 + years managing a team of 5 +

Remuneration:

Monday - Friday (Core hours 9am - 5.30pm)

Holiday allowance initially at 28 days (including bank holidays)

Staff can benefit from 'staff stays' in line with the Company's Staff Stay Scheme

Smart/Casual dress

Modern, open plan office space with free hot drinks and discounts at local food concessions

Job Types: Full-time, Permanent

Pay: 16.00-17.00 per hour

Expected hours: 30 per week

Benefits:

Additional leave Casual dress Company events Company pension Cycle to work scheme Employee discount Health & wellbeing programme Referral programme
Experience:

Hospitality: 2 years (required) Management: 2 years (required) Customer relationship management: 2 years (required)
Work Location: In person