Remote Guest Relations Specialist

About the Role

Our client is looking for an enthusiastic and customer-focused Guest Relations Specialist to join their remote team, supporting guests of their properties across the UK. In this vital role, you will be the first point of contact for guests, handling inquiries, resolving issues, and ensuring a seamless and positive experience from booking to departure. This position requires exceptional communication skills and a dedication to providing outstanding service, all managed from a remote setting. You will be instrumental in maintaining the high service standards our client is known for, working independently yet collaboratively with various hotel departments.

Key Responsibilities

• Respond promptly and professionally to guest inquiries via email, phone, and live chat.
• Resolve guest complaints and concerns efficiently and empathetically, aiming for first-contact resolution.
• Process reservations, modifications, and cancellations with accuracy.
• Provide information about hotel services, amenities, and local attractions.
• Document all guest interactions and feedback in the customer relationship management (CRM) system.
• Collaborate with on-site hotel staff to ensure guest needs are met effectively.

Requirements

• Previous experience in a customer service or guest relations role, preferably within hospitality.
• Excellent verbal and written communication skills in English.
• Strong problem-solving abilities and a calm demeanor under pressure.
• Proficiency with CRM software and standard office applications.
• A dedicated home office setup with reliable high-speed internet connection.
• Ability to work independently and manage time effectively in a remote environment.

Benefits

• Competitive annual salary.
• Opportunity to work fully remote from anywhere in the UK.
• Paid training and onboarding provided.
• Generous holiday allowance.
• Employee discounts on hotel stays and services.