Guest Services Manager - London

Staycity Group; Camden Town; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading aparthotel brand in Camden Town seeks a Front Desk Agent to manage guest feedback effectively and ensure satisfaction throughout their stay. Responsibilities include verifying payments, keeping the team updated on operations, and addressing issues promptly. Ideal candidates have at least 2 years of experience and must possess excellent communication skills. Work benefits include flexible patterns, a bonus scheme, and education support.

Benefits

Paid family leave (>1 year of service)

Flexible working patterns

Bonus scheme for high performers

Discounted rates for overnight stays

Refer and earn scheme

Cycle to work scheme

Education Support

2 paid volunteer days per year

Employee Assistance Program (EAP)

Extra day off for your birthday

Qualifications

• At least 2 years of experience working at the Front Desk in a similar property.
• Required excellent communication and interpersonal skills.

Responsibilities

• Monitor and address feedback from guest satisfaction surveys.
• Keep the team updated about departmental and hotel activities.
• Verify payments upon guest check-in following established procedures.
• Address issues to safeguard guest satisfaction throughout their stay.

Skills

Front Desk experience

Communication skills

Interpersonal skills

Opera software

Job description

Overview

StayCity is an urban aparthotel brand, blending the freedom of apartment living with the quality and consistency of a hotel stay. With locations in top European cities like Dublin, London, Paris, and Edinburgh, we provide home comforts in prime city spots - ideal for the modern traveller.

Responsibilities

• A core part of your role is to monitor and address feedback from guest satisfaction surveys, as well as third-party websites. This includes the skilful resolution of disputes and complaints in a professional manner, always adhering to the guidelines provided.
• Keep the team up to date about departmental, hotel and company activities through daily communications including financial feedback, customer feedback, and guest feedback reports; taking appropriate actions for improvement.
• You will be responsible for verifying payments upon guest check-in, following established procedures for various payment methods.
• Anticipate and address any issues to safeguard the well-being and satisfaction of our guests throughout their stay.

Qualifications

• Previous experience of at least 2 years working at the Front Desk in a similar property.
• Experience using Opera and excellent communication and interpersonal skills are required for this role.

Benefits

• Paid family leave (>1 year of service)
• Flexible working patterns
• Bonus scheme that rewards high performers - based on our core values and tied to individual property goals
• Discounted rates for overnight stays for you, your family and friends
• Refer and earn scheme - earn up to 550
• Cycle to work scheme - to support a healthy lifestyle and our planet
• Education Support to help you foster new skills
• Volunteer days: 2 paid volunteer days per year
• Support for you and your family when you need it with our Employee Assistance Program (EAP)
• An extra day off to celebrate your birthday