Guest Relations Assistant


  • Salary: £18000 - £21000 per annum + £2,000 performance related bonus
  • Location: London
  • Contract type: Permanent

Anna Rickenberg

Senior Consultant

Call me for a confidential discussion

0203 056 1211 Email

I am looking for a Guest Relations Assistant for my client based near Liverpool Street. They are looking for someone with strong attention to detail to join their fun and vibrant office. The main responsibility of the Guest Relations Assistant is to give a high customer service experience to all guests, bookers and guest representatives.

The duties will include, but not be limited to:

  • Arranging and coordinating all guest’s special requests, issues and queries in a professional, timely and efficient manner, providing solutions which exceeds guests’ expectations
  • Communicate all guest special requests, issues or queries to the relevant teams
  • Ensuring all guests are kept fully up to date on the progress of any outstanding requests or issues
  • Ensuring all guests requests, issues or queries are uploaded onto SugarCRM
  • Making sure all apartment visits are scheduled and uploaded onto SugarCRM with access being cleared with any in-house guest
  • Managing guests’ and bookers’ expectations by providing personal assistance when required by meeting guests on site
  • Ensuring any guest complaints are responded to immediately with an effective solution
  • Ensuring that any damages are followed up according to the damages process
  • Ensuring that any complaints or damages are escalated as appropriate
  • Keeping accurate and up to date records (cases) of incidents and requests from both guests and internal staff on our CRM system
  • Coordinating large show rounds, working closely with the Sales and Reservations, and Housekeeping teams as well as visiting and preparing apartments for clients’ visits
  • Following the processes regarding missing/overdue keys through to completion
  • Arranging guests’ moves when required and meeting guests on site if and when needed
  • Day to day coordination of all daily arrivals and special requests – primarily on weekend shifts
  • Reviewing inspection records to ensure that apartments are up to standards for guests to check into
  • Coordinating VIPs’ arrivals by ensuring apartments are up to standards and by meeting and greeting guests when required

Qualifications and experience required:

  • Excellent interpersonal skills and a client-centred approach to providing unparalleled customer services
  • Possesses a diplomatic, sensitive approach to customer services
  • Excellent communication skills; verbal and written
  • Excellent interpersonal skills
  • Ability to multi-task and to co-ordinate and manage daily projects from concept to completion
  • Highly organised with strong time management and prioritisation skills
  • Proven problem-solving skills
  • Adaptability and the flexibility to thrive in a 24-hour business environment
  • Well presented
  • Self motivated, hardworking with drive, ambition, energy and enthusiasm
  • Ability to work to tight deadlines and under high pressure
  • IT literate: Internet browsers and Microsoft Office, you will be trained additional systems being Sugar and Oscar
  • Accuracy and attention to detail
  • Motivated to work within a team to achieve individual and team objectives.

Hours: shift pattern with roughly 1 out of 3 weekends.

Salary: £21,000 + £2,000 performance related bonus, 20% uplift payment for weekends.

If this position is of interest, please get in contact with Anna Rickenberg on 0203 056 1211 or email her at

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Deverell Smith Limited, 2nd Floor, Cannon Green, 1 Suffolk Lane, London, EC4R 0AX Tel: 020 7291 0900