[{{ $ctrl._job.status.name | translate}}] Guest Relations Supervisor
City Relay


Description du poste

Who are we?👨‍👩‍👧‍👦
We are City Relay, a fast-growing Short-Let property management company based in London. Our aim is to take all the hassle out from the homeowners when they short-let their properties.

How we do this? We offer a full management service providing from advertising through multiple OTAs such as Airbnb, Booking.com and Expedia, intelligent pricing, cleaning maintenance, 24/7 guest relations support to reception spaces across London.

Our B2B services provide operational support to other industry leaders in London putting City Relay on the front of the industry as a unique service provider.

We have scaled up significantly in the last 2 years and we aim to be industry leaders in London by the end of 2019!

We are opening our new reception spaces in London, next to come is Shepherds Bush in May 2019 and Victoria soon to come.

We are currently looking for a motivated Supervisor to join our Guest Relations team as a Guest Relations Supervisor to build and maintain relationships with our guests. You will provide guests with the highest quality customer service while resolving problems and inquiries in an effective and timely way. They’re at the very heart of our business, which is where you’ll be, looking after them through thick and thin.

What will you do? ✍️
Responding to guest queries at all times in a friendly and helpful manner and attempts to learn and use the guest’s name at every opportunity.
Delivering outstanding customer care at all times.
Doing everything possible to ensure that the guests depart with a positive impression of our services.
Ensuring all customer queries or requests are handled in a polite, efficient and courteous manner.
Ensuring guest expectations have been met throughout their stay.
Dealing with guest concerns or complaints, to include follow up in person or in writing.
Maintaining a high level of hotel and product knowledge at all times.
Liaising with all departments such as Reservations, Housekeeping and Operations.
Advising and assist guests with leisure activities, places to visit and travel arrangements.
Promoting the services offered by City Relay to the guests such as transportation from the airport to the reception desk, mid stay extra cleaning etc.
Liaising with operations and housekeeping team members and coordinating the post-booking procedure to meet the standards.
Supervising the team of our guest relations agents and drive success.

Profil recherché

What are we looking for?👉
2+ years of experience in a Guest Relations department
A “people person” who will enjoy meeting and assisting guests
Ability to work effectively as part of a team
Ability to stay calm and keep an above average sense of humour in stressful situations
Excellent communication, guest service, and time management skills
Able to organise, plan and manage workload
Excellent London knowledge with being a plus
Temps plein
England, Royaume-Uni
Relations client
Dès que possible
Durée du contrat
Échelle de rémunération
ÂŁ25,000 per annum
Autres avantages
Joining our growing team and career opportunities Exciting work experience in a fast paced environment Fun, social team nights Working with a young and dynamic team Apple products (iMac, additional screen etc.) make your life Easier 20% discount in our City Relay properties for friends

City Relay

We are City Relay. A fast-growing, industry leading short-let property management company based in the heart of London.

Our aim? To remove the hassle for homeowners whilst short letting their properties.

How do we do this? We are at the crux of a young, expanding market. We are pioneers with industry-leading knowledge of the London marketplace - matching homeowners and their properties with suitable guests, and providing them with support services such as housekeeping, maintenance and 24/7 guest support almost akin to hotel concierge services.

We pride ourselves on having in-depth local knowledge of the areas within which we operate, this is evidenced by our unique Reception Spaces which provide face-to-face support for guests.

We have grown the business 100% over the last year however we don’t plan on stopping there! We aim to increase our presence across London with the opening of new Reception Spaces - a totally unique concept in the short-term letting industry. Our new Shepherd’s Bush Reception Space will open its doors in May followed by a third Reception Space opening in the heart of Victoria within the next quarter. These unique spaces enhance our ability to provide London’s homeowners with a local, personal and fully-managed service when short-letting their property – designed to give more people the confidence to short-let their home.

We’re no one trick pony however! As a market leader in operational efficiency, we offer a number of other hospitality clients and short-term rental companies a tailored B2B service that includes housekeeping, freshly pressed linen, the provision of luxury amenities, property maintenance and check-ins - a reliable and convenient way to ensure every guest has a hotel-like experience.

Short-term rental companies across London no longer have to rely on different contractors to deliver operational support, we provide a one-stop shop that fully integrates with our clients’ brands and business objectives.

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