Guest Relations Team Leader

6 months ago

SaltburnbytheSea, United Kingdom Host & Stay Full time

**Guest Relations** Team Leader**

**Are you looking for a new, exciting challenge? If you answered yes, then look no further, a role at Host and Stay is just what you are looking for**

As the Guest Relations Team Leader you will handle guest needs, front end operations, and ensure the highest level of guest satisfaction. You will assess employee performance, create strategies and services to enhance productivity and increase revenue and profitability. You will handle guest complaints, providing service replacements or refunds as needed.

You will manage a team of Guest Service Advisors to respond to and resolve escalated issues and/or unique or complex requests from our customers. You will monitor the daily workloads of team members and make adjustments to ensure adequate coverage and that correct procedures are followed.

You will coach and manage the team to achieve goals that contribute to the growth of the business, motivating and inspiring the team by creating an environment that promotes positive communication, encourages bonding of team members, and demonstrates flexibility.

You will support the team to capture the hearts of our guests. With a genuine passion for service and problem resolution you will create a team of that thrives from making a positive difference, grasping every opportunity to make someone’s day, have a positive outlook, and love a reason to help others.

This role is full-time, and you must be able to work a variety of shifts covering from 9am - 10pm working 5 days over 7.

**To be considered for this role you MUST have the following skills**:

- Strong leadership skills with the ability to motivate a team to high performance.
- Excellent problem-solving and multitasking skills.
- Excellent attention to detail.
- Customer service drive with outstanding communication and active listening skills.
- Ability to work flexible hours.
- Excellent interpersonal skills
- Be self-confident enough to challenge.
- Able to understand & approach difficult conversations in a diplomatic way
- Ability to empathise with the customer and understand their circumstances.
- Ability to remain calm under pressure, especially during busy periods
- Communicates effectively and has excellent written and verbal skills.
- Able to multi-task, is organised and has good time management
- Proficient in the use of Microsoft office and excel.
- Ability to communicate effectively with teams and stakeholders.
- Sales orientated.
- Proven track record of delivering excellent customer service environment.
- Supervisory experience.

**The following would be desirable**:

- Minimum of 2 years in a customer service environment. Knowledge of rules and regulations surrounding property management.

**And Day to Day?.. You will**:

- Manage the day-to-day activities of the team to maintain a high level of guest satisfaction.
- Motivate the team to achieve business goals.
- Implement a timeline to achieve targets.
- Delegate tasks to team members.
- Evaluate team members performance while also hiring, training, encouraging teamwork and setting a high level of customer service standards.
- Empower team members with skills to improve their confidence, product knowledge, and communication skills.
- Contribute to the growth of the company through a successful team.
- Create a pleasant working environment that inspires the team.
- Shows commitment to helping others by demonstrating a sincere personality and excellent communication skills.
- Coach the team to exceed guest expectations & always be willing to go the extra mile.
- Take ownership of guest problems and resolve them to the guest's satisfaction in a timely and responsive manner.
- Analyse customer feedback, providing strategic direction to continuously improve overall rating.
- Offer customers products and services.
- Keep records of conversations in our database.
- Coach the team to investigate and solve customer and owner issues in a responsive, sensitive, calm, and professional manner.
- Be an escalation point as a Manager within the Customer Experience Department.
- Collaborate with stakeholders to resolve issues and complaints.
- Update systems to maintain accurate records.
- Be flexible to perform other duties, as and when required to ensure the smooth running of the organisation and to meet the needs of the business.

**Who is Host & Stay?**

Host & Stay is based in Saltburn-by-the-sea and provides full service holiday home property management to over 1000 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age old industry.

Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We are on a mission to make the UK one of the most popular, guest centric holiday destinations in the world - but not at the expense of holiday homeowners paying high management fees and seeing very little, if any return on their investme

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