Guest Relations Manager - Croydon

PMR are seeking a personable and enthusiastic Guest Relations Manager for one of our clients, a developer and operator of short-stay rental solutions!

Overview

Working hours: Monday to Friday, 9:30am to 18:00
Salary: £28,000 to £29,000 + discretionary bonus
Location: Croydon

Your Role

You will be employing the highest standard of customer service, as well as organisation, clear communication, team coordination to manage the expectations of our tenants, and be responsible for ensuring all guests have a satisfying and inspirational stay!

As the face of the company, you will be working at the front desk, where you will be meeting and greeting different stakeholders, handling correspondence, conducting on site viewings with prospective guests and dealing with guest requirements.

You will work alongside and report into the General Manager to meet operational and financial goals, which include maintaining high occupancy levels, generating rent growth, promoting the sales of additional services and collecting rents.

Moreover, you will be acting as a brand ambassador, promoting the company values in every interaction with stakeholders, especially in-house and potential guests.

Responsibilities

• Handle telephone, email and in person enquiries on a professionals and timely fashion
• Provide superior customer journey to guests
• Organise and carry out on site viewings
• Ensure the application process is seamless by liaising with applicants
• Conduct referencing processes before handing them over to the General Manager for final approval
• Conduct check-ins/outs and inventory checks, ensuring all guest data is accurate and complete within the property management system (PMS)
• Handle complaints and oversee service recovery procedures
• Liaise/co-ordinate with the Maintenance and Housekeeping team to make sure any issues are addressed in a timely manner
• Use Basecamp to co-ordinate maintenance tasks
• Ensure guest reviews targets are met
• Implement and support marketing and social media activities
• Ensure and uphold compliance to Standard Operating Procedures and all policies (i.e. Health & Safety, Fire Risk Assessment, etc.)

Requirements

• A clear, informative and professional communication style
• A 'can-do' attitude
• Excellent organisation skills
• Sales and negotiation skills

Full training and support will be provided.

If this sounds like you, submit your CV today!