Head of Guest Experience

We are City Relay, a fast-growing Short-Let property management company based in London. Our aim is to take all the hassle out from the homeowners when they short-let their properties. How we do this? We offer a full management service providing from advertising through multiple OTAs such as Airbnb, Booking.com and Expedia, intelligent pricing, cleaning maintenance, 24/7 guest relations support to reception spaces across London.Our B2B services provide operational support to other industry leaders in London putting City Relay on the front of the industry as a unique service provider.We have scaled up significantly in the last 2 years and we aim to be industry leaders in London by the end of 2019! We are opening our new reception spaces in London, next to come is Shepherds Bush in May 2019 and Victoria soon to come. As Head of Guest Experience, you will ensure a smooth and efficient running of our Reception Spaces and the Guest Relations department across London achieving guest satisfaction.Main responsibilities:Overseeing the day-to-day running of the team in our reception spaces in Earl's Court, Shepherd's Bush and Victoria, ensuring high standards of customer serviceLiaising and collaborating with other departments such as operations and housekeeping team members to ensure the resolution of issues and coordinating the pre and post-booking procedureDealing with emerging issues and complaints of guests in an efficient and polite manner ensuring resolution and positive closure as possibleWelcoming and greeting guests at the reception desk upon their arrival in a professional and friendly mannerArranging requirements as per the guest requests and providing them with essential informationLiaising with guests before arrival ensuring everything is prepared Ensuring all areas of the reception desk are tidy and presentable at all times and ensuring key from the flat are in the right placeMentioning and upselling extra services to the guest over the phone or face to faceGenerating ideas to drive the growth and reputation of City Relay 5+ years of experience managing a Front Desk and Guest Relations function within a hotel or vacation rentalPassionate about Hospitality and Guest experienceExcellent communication skillsManagerial skillsBeing innovative and organised Upselling experience