Guest Services Coordinator

Guest Services Coordinator

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Location: Neston, Wirrall (On site)

Employment Type: Full-time

Reports To: Company Directors

Company Background

Our client is a growing alternative / serviced accommodation provider offering high-quality, fully-furnished apartments and homes for short, medium and long stays. They've been proud to do so for 26 years! Their mission is to deliver exceptional guest experiences through operational excellence and attention to detail. As they continue to scale, they're seeking an enthusiastic, proactive person to join their Guest Services team.

About the Role

Our client is seeking a Guest Services Coordinator to deliver an exceptional guest experience throughout the guest journey - from pre-arrival through to departure and post-stay. The role is the first point of contact for many of their guests and plays a key part in ensuring enquiries, requests and issues are handled quickly, professionally and with a genuine focus on customer satisfaction. Working closely with the Reservations, Housekeeping, Maintenance and Operations teams, the Guest Services Coordinator will help ensure our client's properties operate smoothly and that every guest receives a consistent, high-quality experience. This is an ideal opportunity for someone who enjoys working with people, solving problems and taking ownership, with the opportunity to develop and progress within a growing serviced accommodation business.

Guest Communication

• Act as a key point of contact for guests before, during and after their stay
• Respond promptly and professionally to guest enquiries via phone, email, messaging platforms and other communication channels
• Provide guests with clear information regarding their booking, property, check-in, check-out and local area
• Build positive relationships with guests and provide a friendly, personalised service
• Handle guest requests, questions and concerns efficiently and professionally
• Follow up with guests where necessary to ensure issues have been resolved satisfactorily
• Encourage and support positive guest reviews and feedback

Guest Arrivals & Departures

• Ensure guests receive accurate and timely pre-arrival information
• Coordinate check-in and check-out arrangements where required
• Ensure access instructions, keys, codes and property information are correct and available
• Monitor upcoming arrivals and identify any potential issues before the guest arrives
• Assist with early check-in, late check-out and other guest requests in line with company procedures
• Ensure any special requirements or guest notes are communicated to the relevant teams Problem Solving & Issue Management
• Take ownership of guest issues and work towards a prompt and practical resolution
• Liaise with maintenance teams when properties have faults or defects
• Coordinate with housekeeping when additional cleaning, linen or amenities are required
• Escalate serious or urgent issues to the appropriate manager
• Keep accurate records of guest complaints, incidents and resolutions
• Remain calm, professional and solution-focused when dealing with difficult situations

Property & Operational Support

• Monitor property readiness for incoming guests
• Work closely with housekeeping and operations teams to ensure properties meet company standards
• Report maintenance, cleanliness, furnishing or equipment issues
• Assist with coordinating additional guest amenities or property requirements
• Support property inspections and operational checks when required
• Help ensure guest feedback is communicated to the relevant departments

Administration & Systems

• Maintain accurate guest and booking information within their internal systems
• Update guest records, notes and communication logs
• Assist with daily guest services reports and operational updates
• Record and track outstanding guest issues until resolution
• Follow company procedures relating to guest information, xwwtmva payments and data protection
• Use property management, booking and communication systems effectively

About You

Essential

• Excellent verbal and written communication skills
• Strong customer service skills
• Excellent attention to detail
• Good organisational and time-management skills
• Ability to manage multiple enquiries and priorities at the same time
• Confident using computers, email and online systems
• Professional and friendly telephone manner
• Ability to remain calm and positive under pressure
• Strong problem-solving skills
• A proactive approach with a willingness to take ownership

Desirable

• Previous experience in customer service, hospitality or guest services
• Experience within serviced accommodation, hotels, property management or tourism
• Experience using various systems, , Microsoft Office, AI LLM's
• Experience dealing with customer complaints or service recovery

What Our Client Offers

• Competitive salary with performance-based bonus
• Clear progression opportunities within a growing business
• High level of exposure to senior leadership and strategic decisions
• Collaborative and supportive team culture
• An opportunity to grow a team in a high growth business