Guest Relations Executive

Host & Stay Ltd; Skelton-in-Cleveland; On-site; GBP 12,000 - 24,000; Part time

Job summary

Join a dynamic team at Host & Stay Ltd as a Guest Relations Executive, where you will enhance the customer experience for holiday guests. Your role will involve booking assistance, problem resolution, and exceeding customer expectations in a supportive environment. With hours designed to fit around studies or commitments, this is an ideal opportunity for those passionate about customer service and looking for a rewarding challenge.

Benefits

Health Cash Plan

Employee Assist Programme

Cycle to work scheme

Electric salary sacrifice scheme

Employee Discount

Company Events

Qualifications

• Experience in customer service, ideally in a call center.
• Ability to present information confidently.
• Calm under pressure, especially during busy periods.

Responsibilities

• Take ownership of customer problems and resolve them.
• Assist customers with bookings and inquiries before and during holidays.
• Respond to customer reviews and implement corrective measures.

Skills

Customer Service

Communication

Multi-tasking

Problem Resolution

Organization

Job description

We’re looking for a hardworking, driven, and passionate candidate to join our team as we get set for further growth in 2025, helping our owners to maintain their high quality properties, and to ensure our guests receive the very best customer service whilst staying with us.

Are you passionate about customer service and looking for a new, exciting challenge? If you answered yes, then look no further, a role at Host & Stay is just what you are looking for.

As a Guest Relations Executive, you will spend each day working to capture the hearts of our guests. With a genuine passion for service and problem resolution you will be working within a team of people who thrive from making a positive difference. You will grasp every opportunity to make someone’s day, have a positive outlook, and love a reason to help others.

You will help our customers book their holidays, providing them with all the information they need from the time of booking right up to when they go on holiday. You will continue to support them if something isn’t quite right whilst they are on holiday, along with investigating and resolving customer complaints. You will do this through multiple channels including telephone, email, live chat and social media.

You must be confident on the phone - ready to take high volumes of in bound and make outbound calls.

As a Guest Relations Executive you will work within a supportive team environment and handle all customer queries so you can support them, whatever their reason for contacting us may be. You will have the desire, drive and commitment to exceed our customers’ expectations and deliver an exceptional customer experience.

This is a 15hr contract, with all shifts worked in our Skelton Office (TS12 2LL). Variety of shifts covering from 9am – 10pm on a Part-time basis. Ideal to fit around studies or other commitments.

To be considered for this role you MUST have:

• The ability to present information confidently at all levels.
• Confidence on the telephone
• Previous experience in Customer Service Role - in a Call Centre Environment would be desirable
• Be able to travel to our Office in Skelton (TS12 2LL)
• Excel at multi-tasking, organisation and time management.
• Great administrative skills
• Be computer literate and able to learn new digital platforms and systems quickly and effectively.
• 
  Ability to empathise with the customer and understand their circumstances
• Ability to remain calm under pressure, especially during busy periods.

• Be able to work a variety of shifts covering from 9am – 10pm.

And Day to Day? …….. You will be responsible for:

• Showing your commitment to helping others by demonstrating a sincere personality and excellent communication skills.
• Looking for ways to exceed customer expectations & always be willing to go the extra mile.
• Take ownership of problems and resolve them to the customers satisfaction.
• Deliver a fantastic customer experience in line with our values.
• Assist customers in making bookings or answering questions about their upcoming breaks.
• Provide support for customers whilst they are on holiday and when in need of assistance.
• Respond to customer reviews and put corrective measures in place.
• Investigate and solve customer issues in a responsive, sensitive, calm and professional manner using a range of communication channels, phone, email, live chat & social media.
• Negotiate with guests and owners on how to resolve issues.
• Update systems to maintain accurate records.
• Work collaboratively with other departments such as reservations, property management and managed services to resolve and investigate complaints.
• Take ownership of any problems and understand what a customer truly needs, then get to a resolution as quickly as possible, nothing should be too much trouble.
• Confidentiality deal with owner enquiries including invoicing, finances, performance and maintenance and compliance requirements without the need to escalate.
  
• Be proactive to address potential opportunities or issues and work with your line manager to improve the service.
• Provide the highest level of service, handling all customer inquiries or problems in a timely, courteous manner.
  
• Handle complaints, for example if guests are having frequent parties at the property and the neighbour complains about it, it will be the Customer Experience Executive who will deal with it.
  
• Be flexible to perform other duties, as and when required to ensure the smooth running of the organisation and to meet the needs of the business.

Who is Host & Stay?

Host & Stay is based in Saltburn-by-the-sea and provides full service holiday home property management to over 1,100 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age old industry.

Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We’re on a mission to make the UK one of the most popular, guest centric holiday destinations in the world – but not at the expense of holiday homeowners paying high management fees and seeing very little, if any return on their investments. We want our customers and communities to succeed and thrive.

Our offices are more than just the space we work in. We encourage inspiration, creativity, and productivity in a relaxed and comfortable environment. We’re looking for people who are travelling in the same direction when it comes to the way we work, live our values, and deliver our services.We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do.

Benefits:

Health Cash Plan

Employee Assist Programme

Cycle to work scheme

Electric salary sacrifice scheme

Employee Discount

Company Events

Salary:

£24,000 FTE

Any Questions?

If you have access requirements you would like us to be aware of, please contact the Recruitment Team on e: [e-mail]- we will be happy to help!

We are proud to be a Disability Confident Employer.