Guest Relations and Experience Lead

About the role

The Guest Relations and Experience Lead will be responsible for managing all guest communications throughout the stay journey, ensuring a seamless and memorable experience. This role reports to senior management and works closely with operations and housekeeping teams to uphold service standards.

Key responsibilities

• Manage guest communications across approved channels, delivering timely and accurate responses.
• Coordinate pre‑arrival, arrival, and post‑stay messaging to keep guests informed and supported.
• Provide clear check‑in instructions, welcome information, and house manuals to reduce confusion.
• Answer enquiries about property features, amenities, house rules, and stay requirements.
• Monitor guest sentiment, proactively address concerns, and resolve issues with empathy and speed.
• Escalate complex or sensitive matters appropriately while maintaining continuity of communication.
• Track feedback, reviews, and complaint trends, turning insights into actionable improvement recommendations.
• Prepare regular reports on guest experience performance, highlighting risks and opportunities.

Required profile

• Bachelor’s degree in Business Administration, Marketing, Tourism or a related field.
• Minimum of 2 years of professional experience in hospitality, customer service, or short‑let operations.
• Strong written and verbal communication skills with high emotional intelligence.
• Excellent organisational and multitasking abilities, remaining calm under pressure.
• Knowledge of guest communication flows, check‑in processes, and issue‑resolution frameworks.
• Understanding of data protection, confidentiality, and professional handling of guest information.