Job Description

Bramling, Canterbury

|

28,000-30,000 per year

|

Full-Time | Permanent

4 days in-office + 1 remote | Includes one weekend day late shift per week (12pm-8pm)

Join Top Villas - one of the world's leading luxury villa rental companies - and help shape unforgettable guest experiences.

We are seeking a

Guest Relations Supervisor

to join our dynamic UK team at our beautiful countryside headquarters in

Bramling

, near

Canterbury

. This is a hybrid role, ideal for someone who thrives in a fast-paced customer-focused environment and is passionate about leading a high-performing team.

About the Role:

As Guest Relations Supervisor, you will oversee our Guest Relations Agents, manage complex guest issues, and help maintain Top Villas' world-class service standards. From resolving escalated complaints to mentoring team members, you'll play a pivotal role in ensuring every guest interaction is seamless and professional. You'll report into the Guest Relations Manager and play a key role in supporting agents, handling complex issues, and representing our brand in guest-facing communication across platforms.

Key Responsibilities: Team Leadership & Support

Supervise and support a team of Guest Relations Agents Monitor performance and adherence to service protocols Provide onboarding support and ongoing training Prepare monthly reports on team productivity and complaint trends Act as first point of escalation for unresolved guest concerns

Guest Resolution & Service Excellence

Personally handle high-priority or sensitive guest issues Liaise between guests, property managers, and internal teams Ensure timely, empathetic follow-ups and resolution of guest concerns

Reviews & Reputation Management

Respond professionally to guest reviews on platforms like

Trustpilot

,

ABTA

,

Google

, and

social media

Collaborate across departments to turn negative feedback into positive outcomes Proactively request updates to reviews once issues are resolved

Chargebacks & Disputes

Prepare and submit thorough documentation for chargeback disputes Coordinate with finance, legal, and operations teams to build strong cases

Post-Stay Damages

Manage guest communications regarding damage disputes Work closely with property managers to ensure fair and amicable resolutions

What We're Looking For:

Strong background in customer service or guest relations (team leadership preferred) Excellent communication and conflict-resolution skills Must be able to work

4 days in-office

at our

Canterbury

location during business hours (typically

10 AM - 6 PM

, subject to business needs) Able to work

one weekend day per week

(typically

12 PM - 8 PM

) Confident using CRMs, customer platforms, and managing review responses Highly organised, empathetic, and detail-oriented

What We Offer:

Competitive salary:

28,000 - 30,000

Beautiful countryside office setting with

free parking

Good public transport links to

Canterbury and surrounding areas

Flexible

hybrid working

: 4 office days, 1 remote day 30 days holiday (including bank holidays)

Company pension scheme

Cycle to Work scheme

Discounts on villa holidays worldwide

Free tea & coffee

, on-site

tuck shop

, and

coffee shop

Apply Today:

If you're ready to lead with empathy, guide a supportive team, and help us continue to deliver world-class guest service, we'd love to hear from you.

Apply now to join Top Villas and grow your career in luxury travel.

Job Type: Full-time

Pay: 28,000.00-30,000.00 per year

Benefits:

Company pension Employee discount On-site parking
Work Location: Hybrid remote in Canterbury CT3 1NB