At a Glance
- Tasks: Lead a team of Guest Relations Agents and resolve guest issues.
- Company: Join a luxury villa rental platform focused on exceptional guest experiences.
- Benefits: Enjoy flexible hybrid working, 30 days holiday, and discounts on worldwide villa holidays.
- Why this job: Be part of a fast-paced environment where your leadership makes a real impact.
- Qualifications: Experience in travel and tourism with strong customer service skills required.
- Other info: Work in a beautiful countryside office with free parking and great transport links.
The predicted salary is between 24000 - 30000 £ per year.
Job Description
Are you experienced within the Travel Industry and based out in the Kent area? Do you pride yourself on your Customer Service / Guest Relations? We have the role for you!
We are super excited to be working with this Luxury Villa Rental Platform, who are looking to grow their Guest Relations team. This is a hybrid role, ideal for someone who thrives in a fast-paced customer-focused environment and is passionate about leading a high-performing team.
As Guest Relations Supervisor, you will oversee our Guest Relations Agents, manage complex guest issues, and help maintain the companies world-class service standards. From resolving escalated complaints to mentoring team members, you’ll play a pivotal role in ensuring every guest interaction is seamless and professional. You'll report into the Guest Relations Manager and play a key role in supporting agents, handling complex issues, and representing our brand in guest-facing communication across platforms.
Key Responsibilities:
- Supervise and support a team of Guest Relations Agents
- Monitor performance and adherence to service protocols
- Provide onboarding support and ongoing training
- Prepare monthly reports on team productivity and complaint trends
- Act as first point of escalation for unresolved guest concerns
- Personally handle high-priority or sensitive guest issues
- Liaise between guests, property managers, and internal teams
- Ensure timely, empathetic follow-ups and resolution of guest concerns
- Respond professionally to guest reviews on platforms like Trustpilot, ABTA, Google, and social media
- Collaborate across departments to turn negative feedback into positive outcomes
- Proactively request updates to reviews once issues are resolved
The person:
- Experienced within he Travel & Tourism Industry
- Strong background in customer service or guest relations (team leadership preferred)
- Excellent communication and conflict-resolution skills
- Confident using CRMs, customer platforms, and managing review responses
- Highly organised, empathetic, and detail-oriented
The package:
- Competitive salary: £28,000 – £30,000
- Beautiful countryside office setting with free parking
- Good public transport links to Canterbury and surrounding areas
- Flexible hybrid working: 4 office days, 1 remote day
- 30 days holiday (including bank holidays)
- Company pension scheme
- Cycle to Work scheme
- Discounts on villa holidays worldwide
- Free tea & coffee, on-site tuck shop, and coffee shop
Interested?
Please click APPLY or contact joe@traveltraderecruitment.co.uk
Customer Service Supervisor employer: Travel Trade Recruitment
Contact Detail:
Travel Trade Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Supervisor
✨Tip Number 1
Familiarise yourself with the luxury villa rental market. Understanding the nuances of this sector will not only help you in interviews but also demonstrate your genuine interest in the role and the company.
✨Tip Number 2
Prepare to discuss specific examples from your past experience in customer service or guest relations. Highlight instances where you successfully resolved complex issues or led a team, as these will be crucial in showcasing your suitability for the supervisor role.
✨Tip Number 3
Research common customer complaints in the travel industry and think about how you would handle them. This will show your proactive approach and readiness to tackle challenges head-on, which is essential for a supervisory position.
✨Tip Number 4
Network with professionals in the travel and tourism industry, especially those with experience in guest relations. Engaging with others in the field can provide valuable insights and potentially lead to referrals that could strengthen your application.
We think you need these skills to ace Customer Service Supervisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in the Travel Industry and customer service. Emphasise any leadership roles you've held, particularly in guest relations, to align with the job requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your ability to lead a team. Mention specific examples of how you've resolved complex guest issues or improved service standards in previous roles.
Highlight Relevant Skills: In your application, focus on skills that are crucial for the role, such as communication, conflict resolution, and organisation. Provide examples of how you've successfully used these skills in past positions.
Show Enthusiasm for the Company: Research the luxury villa rental platform and express your enthusiasm for their brand and values in your application. This shows that you are genuinely interested in the role and the company.
How to prepare for a job interview at Travel Trade Recruitment
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in customer service or guest relations. Share specific examples of how you've handled complex guest issues and resolved complaints, as this will demonstrate your capability to manage similar situations in the new role.
✨Demonstrate Leadership Skills
As a Customer Service Supervisor, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully mentored or supported team members in the past. This will show that you can inspire and guide others effectively.
✨Familiarise Yourself with the Company
Research the luxury villa rental platform and understand their values, mission, and service standards. Being knowledgeable about the company will allow you to tailor your responses and show genuine interest during the interview.
✨Prepare for Conflict Resolution Scenarios
Expect questions related to conflict resolution and handling difficult guests. Prepare scenarios where you've turned negative experiences into positive outcomes, as this will illustrate your problem-solving skills and ability to maintain high service standards.