Guest Relations & Night Operations Specialist

Scale-Up Philippines; Greater London; Remote; GBP 24,000 - 32,000; Full time

Benefits offered by this job

Remote work option

Job summary

Scale Up Philippines is partnering with a London-based hospitality client to recruit a Guest Relations & Night Operations Specialist. The role focuses on delivering excellent guest service during UK evening hours while supporting bookkeeping, expense tracking, and staff scheduling.

The ideal candidate is articulate, highly organised, and comfortable working independently on a night shift. UK guest-facing experience and Excel skills are essential to succeed in this fast-paced, remote-friendly

Qualifications

• Excellent spoken and written English, with clear pronunciation and professional communication.
• 2+ years in hospitality, hotel or serviced accommodation, guest relations, or UK-facing customer service.
• Proficient in Microsoft Excel, including formulas and data organisation.
• Basic bookkeeping or expense reconciliation experience.
• Experience preparing or managing staff rotas or schedules is advantageous.
• Familiarity with Amazon Business or similar platforms is a plus.

Responsibilities

• Guest Relations: respond to guest inquiries, address check-in issues, and escalate urgent matters as needed.
• Night Operations & Reporting: monitor evening tasks, prepare handover notes, and maintain accurate financial records.

Skills

English proficiency

Hospitality experience

Excel proficiency

Staff rota experience

Basic bookkeeping

Amazon Business familiarity

Calm and organized

Tools

Microsoft Excel

Amazon Business

Job description

Guest Relations & Night Operations Specialist

Scale Up Philippines is partnering with a growing, quality-focused hospitality company that manages serviced accommodation in London, United Kingdom. We are looking for a Guest Relations & Night Operations Specialist to deliver excellent guest service during UK evening hours and support the business with bookkeeping, expense tracking, and staff scheduling.

This role is for a polished, articulate professional who can represent the brand confidently to UK guests. Our client values service quality, reliability, and professionalism above all else. You will work closely with a supportive management team based in Europe, and there will be opportunities to grow your role as the business secures new contracts and expands.

Key Responsibilities:

Guest Relations

• Respond to guest enquiries promptly and professionally through messaging, email, and calls where required.
• Handle guest concerns such as check-in issues, access problems, and booking questions with empathy and confidence.
• Escalate urgent matters to management following established procedures.
• Keep a consistently high standard of communication and guest satisfaction.

Night Operations & Reporting

• Monitor outstanding operational tasks during the evening shift.
• Prepare clear daily handover notes and reports for the daytime management team.
• Follow up on pending issues to make sure nothing is missed.
• Perform basic bookkeeping and keep financial records accurate and organised.
• Record, categorise, and verify business expenses, invoices, and receipts.
• Calculate expense totals and prepare summaries for management review.
• Flag discrepancies, missing invoices, or duplicate transactions.

Excel & Amazon Business Order Tracking

• Create and maintain well-structured Excel spreadsheets for operational and financial tracking.
• Organise Amazon Business orders by purchase date, item, quantity, cost, and delivery status.
• Calculate order and expense totals, including delivery charges and VAT where applicable.
• Reconcile orders against invoices and payment records.

Staff Rota Preparation & Checking

• Prepare and update staff rotas (work schedules).
• Check shifts for accuracy, conflicts, and coverage gaps.
• Coordinate rota changes with management and keep scheduling records up to date.

Qualifications:

• Excellent spoken and written English, with clear pronunciation and a natural, professional communication style that is easily understood by UK guests (required).
• At least 2 years of experience in hospitality, hotel or serviced accommodation, guest relations, reservations, or UK-facing customer service.
• Proficient in Microsoft Excel, including formulas, calculations, and data organisation.
• Basic bookkeeping or expense reconciliation experience.
• Experience preparing or managing staff rotas or schedules is a strong advantage.
• Familiarity with Amazon Business or similar purchasing platforms is a plus.
• Calm, empathetic, and resourceful when handling guest concerns.
• Highly organised and detail-oriented, and able to work independently on a night shift.
• Reliable, punctual, and committed to delivering high-quality service.

Why Join Scale Up Philippines?

At Scale Up Philippines, we connect talented Filipino professionals with world-class clients who value people as much as results. This one is for someone ready to grow.

If you’re passionate about this position and ready to grow your career with a global team, we’d love to hear from you!

UK-based Company | Project Based | Remote