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.