Guest Relations Manager

Role Description Position: Guest Relations Manager Location: The Quarters by Bravo, Croydon, CR0 9BN Reports to: General Manager Salary: £30,000 (depending on experience) Working Hours: Onsite - Monday to Friday, 09:30 to 18:00 Company Description The Quarters by Bravo offers the best value short to medium stay option in London, with high-specification and thoughtfully designed suites located in convenient locations with exceptional transport links. Our expert on-site management team ensures a seamless experience for our guests throughout their stay. Role Description You are responsible for ensuring all guests have a satisfying and inspirational stay at The Quarters, Croydon. You will be employing the highest standard of customer service, organisation, communication, and team coordination to manage the expectations of our tenants. As the face of the company, you will be working at the front desk, where you will be meeting and greeting different stakeholders, customers, colleagues, handling correspondence, conducting on site viewings with prospective customers and dealing with current customer 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 revenue. 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 Provide superior customer journey to guests by: Communicate effectively with residents, visitors, colleagues, couriers, and contractors, welcoming all residents and visitors with a warm and friendly approach in a professional manner. Challenge with confidence any unknown visitors in a personable and professional manner. Organise and carry out on site and virtual viewings. Conduct the leasing of units, maximising occupancy and unit rates. Conduct check-ins/outs and inventory checks, ensuring all guest data is accurate and complete within the property management system (PMS). Support resident move-in / move-outs as part of the operations team. Handle complaints and oversee service recovery procedures. Co-ordinate with the Maintenance and Housekeeping team to make sure any issues are addressed in a timely manner. Ensure guest reviews’ targets are met. Implement and support Marketing and Social Media activities Oversee parcel / postal delivery services and notifying residents of deliveries awaiting collection. Be aware of all premises operations and uphold general oversight of safety and compliance measures. Communicate effectively with all relevant teams to ensure a smooth running of premises operations. Requirements Excellent verbal and written communication skills. Pro-active / initiative / solutions driven. Excellent attention to detail and organised approach to work. Ability to engage confidently with residents. Demonstrate flexibility, adaptability and cooperation with residents and colleagues alike. Ability to work under pressure whilst remaining calm. Full training and support will be provided by the General Manager. Note - This summary outlines the main duties of the position. The Company may assign additional tasks within the role-holder's capabilities and expects compliance to all reasonable rules and instructions.

Location: London, GB

Posted Date: 2/24/2025