Remote Guest Relations Specialist

About the Role

Our client is looking for a dedicated and customer-focused Guest Relations Specialist to join their fully remote team, serving guests across the UK. In this role, you will be the primary point of contact for guests, handling inquiries, resolving issues, and ensuring an exceptional customer experience from booking to post-stay. This position is perfect for individuals passionate about hospitality who thrive in a remote setting and possess excellent communication skills to build strong relationships with guests, contributing to the company's reputation for outstanding service and guest satisfaction in a digital-first environment.

Key Responsibilities

• Respond promptly and professionally to guest inquiries via phone, email, and chat.
• Resolve guest complaints and issues efficiently and empathetically, aiming for first-contact resolution.
• Provide information about hotel services, local attractions, and booking procedures.
• Process bookings, modifications, and cancellations with accuracy and attention to detail.
• Gather guest feedback and identify areas for service improvement.
• Maintain detailed records of guest interactions and resolutions in the CRM system.

Requirements

• Proven experience in customer service, preferably within the hospitality or tourism sector .
• Excellent verbal and written communication skills.
• Strong problem-solving abilities and a customer-centric approach.
• Ability to work independently and manage time effectively in a remote work setting.
• Proficiency with CRM software and standard office applications.

Benefits

• Competitive salary and potential for performance-based incentives.
• Opportunity to work from home, providing flexibility and work-life balance.
• Comprehensive training program for all remote employees.
• Access to a robust Employee Assistance Program.
• Career growth opportunities within a growing hospitality brand.