Guest Services Manager

1 week ago

City Of London, United Kingdom Staycity Group Full time

Overview Join to apply for the Guest Services Manager role at Staycity Group. Staycity is an urban aparthotel brand, blending the freedom of apartment living with the quality and consistency of a hotel stay. With locations in top European cities like Dublin, London, Paris, and Edinburgh, we provide home comforts in prime city spots — ideal for the modern traveller. Our mission is to help guests experience the city on their own terms — combining independence and hospitality in every stay. We’re a team of doers, thinkers, and hospitality lovers, committed to delivering standout guest experiences and building a culture we’re proud of. We’re now hiring a Guest Services Manager to help shape the Staycity London Dalston's guest journey across the hotel, being part of the Front of House team but overseeing all departments’ guest journey (Bar, The Shop, Events, Reception, Roof Terrace, Gym, Restaurant). Responsibilities Monitor and address feedback from guest satisfaction surveys, as well as third-party websites. Resolve disputes and complaints professionally, adhering to provided guidelines. Keep the team up to date about departmental, hotel and company activities through daily communications, including financial feedback, customer feedback, and guest feedback reports; take appropriate actions for improvement. Verify payments upon guest check-in, following established procedures for various payment methods. Anticipate and address issues to safeguard the well-being and satisfaction of our guests throughout their stay. Qualifications Previous experience of at least 2 years working at the Front Desk in a similar property. Experience using Opera and excellent communication and interpersonal skills. Benefits Paid family leave (>1 year of service) Flexible working patterns Bonus scheme that rewards high performers – based on our core values and tied to individual property goals Discounted rates for overnight stays for you, your family and friends Refer and earn scheme - earn up to £/€550 Cycle to work scheme to support a healthy lifestyle and our planet Education Support to help you foster new skills Volunteer days: 2 paid volunteer days per year Employee Assistance Program (EAP) for you and your family when you need it An extra day off to celebrate your birthday Details Seniority level: Mid-Senior level Employment type: Full-time Job function: Other Industry: Hospitality Join us and be part of the journey. We would love you to have: Previous experience of at least 2 years working at the Front Desk in a similar property. Experience using Opera and excellent communication and interpersonal skills are required for this role. Locations: London, United Kingdom. Referrals increase your chances of interviewing at Staycity Group. Note: This job posting includes deadlines and location information provided by the employer and may be updated. #J-18808-Ljbffr

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