Guest Relations Team Manager

We’re looking for a hardworking, driven, and passionate candidate as we get set for further growth in 2025, helping our owners to maintain their high quality properties, and to ensure our guests receive the very best customer service whilst staying with us.  

As the Guest Relations Team Manager, you will lead and oversee front-end operations, ensuring exceptional guest experience and service excellence. Your primary responsibility is to deliver the highest levels of guest satisfaction through the effective management of a team of Guest Relations Executives, proactive problem-solving, and the continuous improvement of services and processes.

You will monitor and support daily workloads, ensuring all customer interactions are handled with professionalism, empathy, and efficiency. By assessing individual and team performance, you will implement strategies to enhance productivity, drive customer loyalty, and contribute to increased revenue and profitability.

You will be the point of escalation for complex guest complaints, ensuring prompt resolution through service recovery, including replacements or refunds where appropriate. Your leadership will create a positive, collaborative environment that fosters communication, learning, and team bonding.

Through hands-on coaching, regular feedback, and goal setting, you will empower the team to consistently exceed expectations. With a genuine passion for service and a solutions-focused mindset, you will champion a culture that captures the hearts of our guests, where every interaction is an opportunity to make someone’s day. 

To be considered for this role you MUST have: 

• 
  Strong leadership skills with the ability to motivate a team to high performance


• 
  Excellent problem-solving and multitasking skills


• Outstanding communication and active listening skills


• Able to understand & approach difficult conversations in a diplomatic way


• Ability to remain calm under pressure, especially during busy periods


• 
  Ability to communicate effectively with teams and stakeholders


• Minimum of 2 years’ experience in a customer service environment


• Supervisory experience

And Day to Day? …….. You will be responsible for: 

• Managing the day-to-day activities of the team to maintain a high level of guest satisfaction. 

• Motivate the team to achieve business goals. 

• Implement a timeline to achieve targets. 

• Delegate tasks to team members. 

• Evaluate team members’ performance while also hiring, training, encouraging teamwork, and setting a high level of customer service standards. 

• Conduct training and coaching of team members to maximise their potential. 

• Empower team members with skills to improve their confidence, product knowledge, and communication skills. 

• Contribute to the growth of the company through a successful team. 

• Create a pleasant working environment that inspires the team. 

• Showing commitment to helping others by demonstrating a sincere personality and excellent communication skills. 

• Coaching the team to exceed guest expectations & always be willing to go the extra mile. 

• Taking ownership of guest problems and resolve them to the guest's satisfaction in a timely and responsive manner. 

• Analysing customer feedback, providing strategic directions to continuously improve the overall rating.  

• Offering customers products and services. 

• Keeping records of conversations in our database. 

Who is Host & Stay? 

Host & Stay is based in Saltburn-by-the-sea and provides full service holiday home property management to over 1,100 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age old industry. 

Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We’re on a mission to make the UK one of the most popular, guest centric holiday destinations in the world – but not at the expense of holiday homeowners paying high management fees and seeing very little, if any return on their investments. We want our customers and communities to succeed and thrive.   

Our offices are more than just the space we work in. We encourage inspiration, creativity, and productivity in a relaxed and comfortable environment. We’re looking for people who are travelling in the same direction when it comes to the way we work, live our values, and deliver our services.  We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you can be assured that it is going to be rewarding and inspiring. After all, we are changing lives, every day, in all that we do. 

Benefits:

• Cycle to work scheme 


• Electric salary sacrifice scheme 


• Employee Discount 


• Company Events   


• Pay Protection
  


• Death In Service
  


• Health Cash Plan
  


• Employee Assist Program
  

Any Questions? 

If you have access requirements you would like us to be aware of, please contact the Recruitment Team on e: [email protected] - we will be happy to help!

We are proud to be a Disability Confident Employer.