About this role
Guest Services Coordinator
Location: Neston, Wirrall (On site)
Employment Type: Full-time
Reports To: Company Directors
Company Background
Our client is a growing alternative / serviced accommodation provider offering high-quality, fully-furnished apartments and homes for short, medium and long stays. They’ve been proud to do so for 26 years! Their mission is to deliver exceptional guest experiences through operational excellence and attention to detail. As they continue to scale, they’re seeking an enthusiastic, proactive person to join their Guest Services team.
About the Role
Our client is seeking a Guest Services Coordinator to deliver an exceptional guest experience throughout the guest journey – from pre-arrival through to departure and post-stay. The role is the first point of contact for many of their guests and plays a key part in ensuring enquiries, requests and issues are handled quickly, professionally and with a genuine focus on customer satisfaction. Working closely with the Reservations, Housekeeping, Maintenance and Operations teams, the Guest Services Coordinator will help ensure our client’s properties operate smoothly and that every guest receives a consistent, high-quality experience. This is an ideal opportunity for someone who enjoys working with people, solving problems and taking ownership, with the opportunity to develop and progress within a growing serviced accommodation business.
Guest Communication
Act as a key point of contact for guests before, during and after their stayRespond promptly and professionally to guest enquiries via phone, email, messaging platforms and other communication channelsProvide guests with clear information regarding their booking, property, check-in, check-out and local areaBuild positive relationships with guests and provide a friendly, personalised serviceHandle guest requests, questions and concerns efficiently and professionallyFollow up with guests where necessary to ensure issues have been resolved satisfactorilyEncourage and support positive guest reviews and feedback Guest Arrivals & Departures
Ensure guests receive accurate and timely pre-arrival informationCoordinate check-in and check-out arrangements where requiredEnsure access instructions, keys, codes and property information are correct and availableMonitor upcoming arrivals and identify any potential issues before the guest arrivesAssist with early check-in, late check-out and other guest requests in line with company proceduresEnsure any special requirements or guest notes are communicated to the relevant teams Problem Solving & Issue ManagementTake ownership of guest issues and work towards a prompt and practical resolutionLiaise with maintenance teams when properties have faults or defectsCoordinate with housekeeping when additional cleaning, linen or amenities are requiredEscalate serious or urgent issues to the appropriate managerKeep accurate records of guest complaints, incidents and resolutionsRemain calm, professional and solution-focused when dealing with difficult situations Property & Operational Support
Monitor property readiness for incoming guestsWork closely with housekeeping and operations teams to ensure properties meet company standardsReport maintenance, cleanliness, furnishing or equipment issuesAssist with coordinating additional guest amenities or property requirementsSupport property inspections and operational checks when requiredHelp ensure guest feedback is communicated to the relevant departments Administration & Systems
Maintain accurate guest and booking information within their internal systemsUpdate guest records, notes and communication logsAssist with daily guest services reports and operational updatesRecord and track outstanding guest issues until resolutionFollow company procedures relating to guest information, payments and data protectionUse property management, booking and communication systems effectively About You
Essential
Excellent verbal and written communication skillsStrong customer service skillsExcellent attention to detailGood organisational and time-management skillsAbility to manage multiple enquiries and priorities at the same timeConfident using computers, email and online systemsProfessional and friendly telephone mannerAbility to remain calm and positive under pressureStrong problem-solving skillsA proactive approach with a willingness to take ownership Desirable
Previous experience in customer service, hospitality or guest servicesExperience within serviced accommodation, hotels, property management or tourismExperience using various systems, Monday.com, Microsoft Office, AI LLM’sExperience dealing with customer complaints or service recovery What Our Client Offers
Competitive salary with performance-based bonusClear progression opportunities within a growing businessHigh level of exposure to senior leadership and strategic decisionsCollaborative and supportive team cultureAn opportunity to grow a team in a high growth business