Guest Experience

2 days ago

Haverfordwest SA BG, United Kingdom My Superhost Full time

Be the voice of Salt & City Stays — delivering warm, efficient guest care and keeping owners, cleaners, and teams connected so every stay runs seamlessly.

Job Title: Guest Experience & Engagement Coordinator

Reports to: Operations Manager

Direct Reports: None

Key Relationships

  • Internal: Owner, Guest Relations, Operations Manager
  • External: Guests (new, current, past), Property Owners, Cleaning & Maintenance Teams, OTA Platforms

Role Purpose

You'll be the first point of contact for our guests, ensuring every interaction feels personal, professional, and seamless – from enquiry to post-stay. Beyond guest care, you'll keep communication flowing with property owners, cleaners, and maintenance teams so that problems are solved quickly and expectations stay aligned. This role blends hospitality with operations, making you central to guest satisfaction and team efficiency.

Responsibilities

  • Manage guest communications across all channels with speed, clarity, and warmth.
  • Support property owners and teams to resolve issues promptly and professionally.
  • Provide on-call cover (evenings/weekends on a rota) to handle urgent enquiries.
  • Keep records and handovers clear so the team stays in sync.
  • Stay calm under pressure, always aiming for quick, thoughtful solutions.

Core Values

  • Efficiency: Work smart, prioritise well.
  • Unreasonably Hospitable: Always go above and beyond.
  • Always Personal: Every interaction matters.
  • Transparency: Open, honest communication.
  • Continuous Improvement: Always learning, always raising the bar.

Why Join Us?

  • Small & Ambitious: Be part of a close-knit team in a fast-growing business with big ambitions.
  • Hands-On Experience: Gain exposure to all sides of the business, from guest care to operations.
  • Flexibility: Enjoy flexible working locations and hours to support a healthy work-life balance.
  • Generous Time Off: 30 days annual leave plus your birthday off — because life outside work matters.
  • Culture-First: We prioritise people, value your input, and celebrate wins together.
  • Continuous Growth: Learn, evolve, and have a real impact as we shape the future of Salt & City Stays.

Job Types: Permanent, Fixed term contract, Temp to perm, Full-time

Pay: From £25,000.00 per year

Benefits:

  • Casual dress
  • Work from home

Experience:

  • Customer Service : 1 year (required)

Location:

  • Haverfordwest SA61 1BG (preferred)

Work Location: Hybrid remote in Haverfordwest SA61 1BG

Application deadline: 15/11/2025

Reference ID: Guest Experience & Engagement Coordinator

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