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- Tasks: Own the guest journey and create unforgettable experiences at Citadines Holborn-Covent Garden.
- Company: Join a trusted hospitality brand with a focus on diversity and inclusion.
- Benefits: Career growth, training opportunities, travel allowance, and employee perks from day one.
- Why this job: Make a real impact on guest satisfaction and be part of a dynamic team.
- Qualifications: Experience in guest relations and strong communication skills are essential.
- Other info: Enjoy a supportive workplace with excellent career development opportunities.
The predicted salary is between 30000 - 42000 £ per year.
Citadines Holborn-Covent Garden is seeking a confident Guest Relations Coordinator to become part of our Front Office Team. Our properties operate 24/7; therefore, the department works on an early (7am-3.30pm) or late (3pm-11.30pm) shift basis. Night shifts are also available and required on occasion. You will report to the Front Office Manager, supporting towards providing our guests with unique experiences and offerings to Live, Work and Play in infinite ways.
The Guest Relations Coordinator will be responsible for owning and enhancing the end-to-end guest journey. The role focuses on proactive service recovery, guest satisfaction, reputation management, and cross-department coordination, ensuring that every guest interaction reflects Citadines brand standards and delivers a consistent, high quality experience.
Our Guest Relations Coordinator will be responsible for:
- End to end ownership of the guest journey, from pre-arrival through to post-stay
- Hands-on management of VIP, long-stay, repeat, and sensitive guest experiences
- Active handling of guest complaints, escalations, and service recovery situations
- Monitoring, responding to, and learning from guest feedback and online reviews
- Oversight of pre-arrival planning, reservations, and experience-critical guest details
- Coordination of group bookings and long-stay guest arrangements
- Close collaboration with Front Office, Housekeeping, Maintenance, and Management Teams
- Supporting teams on the floor during high-volume or challenging service periods
- Championing service standards, guest experience culture, and continuous improvement
To be successful in the role of Guest Relations Coordinator, we require:
- Previous experience in Guest Relations, Front Office or guest experience roles within Hospitality or serviced apartments
- Proven experience handling guest complaints, escalations, and service recovery
- Confident IT user with good knowledge of RMS or other PMS system
- Highly organised, detailed-focused and proactive
- Confident decision maker with a calm approach under pressure
- Strong collaboration and negotiating skills
- A good command of English is essential, a second language is advantageous
This is your opportunity to be part of our team as a Guest Relations Coordinator. We focus on your professional and personal development, and we offer:
- Genuine career opportunities within our business
- Valuable on the job training, along with access to our digital online learning platform and numerous other learning and development opportunities
- A travel allowance for every day you work to contribute to your commuting cost
- A PERKBOX subscription with benefits, retail discounts and savings available from your first day
- Employee Assistance Programme
- Refer a Friend bonus
- Employee Recognition Awards Ceremony and company team parties
- Once you pass your probation, a special staff rate when staying in our European properties
- Staff incentives when you and your team perform
- (If relocating) 30 days of relocation accommodation within one of our properties, whilst you find permanent lodging
About Us: Citadines is a brand of The Ascott Limited. At The Ascott Limited, we embrace diversity, equity, and inclusion, welcoming applicants of all backgrounds to create a supportive and thriving workplace where everyone can contribute their unique perspectives. A trusted hospitality company, Ascott's presence extends across Asia Pacific, Central Asia, Europe, the Middle East, Africa, and the USA. Its diversified accommodation offerings span serviced residences, coliving properties, hotels and independent senior living apartments. Ascott's award-winning hospitality brands include Ascott, Citadines, lyf, Oakwood, Somerset, The Crest Collection, The Unlimited Collection, Fox, Harris, POP, Preference, Quest, Vertu and Yello. Through Ascott Star Rewards (ASR), Ascott's loyalty programme, members enjoy exclusive privileges and offers at participating properties.
Required skills: Time Management, Customer Focused, Customer Service, Multitasking, Organisation Skills, Attention to Detail, Team Work, Communication Skills, Problem Solving.
Guest Relations Coordinator in London employer: Citadines Holborn-Covent Garden London
Contact Detail:
Citadines Holborn-Covent Garden London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Coordinator in London
✨Tip Number 1
Get to know the company inside out! Research Citadines Holborn-Covent Garden and understand their values, services, and guest experience philosophy. This will help you tailor your approach during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current or former employees on LinkedIn and ask them about their experiences. This can give you insider tips and might even lead to a referral, which can significantly boost your chances of landing the role.
✨Tip Number 3
Prepare for situational questions! Think about how you would handle specific guest scenarios, especially complaints or service recovery situations. Practising these responses will help you feel more confident and articulate during the interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about joining the Citadines team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Guest Relations Coordinator in London
Some tips for your application 🫡
Show Your Personality: When writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A friendly tone can make a big difference and show us that you're a great fit for our team.
Tailor Your Experience: Make sure to highlight your relevant experience in guest relations or hospitality. We love seeing how your past roles have prepared you for this position. Be specific about your achievements and how they relate to the Guest Relations Coordinator role.
Be Proactive: In your application, demonstrate your proactive approach to guest satisfaction. Share examples of how you've handled complaints or improved guest experiences in the past. This will show us that you’re ready to take ownership of the guest journey!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join our team at Citadines!
How to prepare for a job interview at Citadines Holborn-Covent Garden London
✨Know the Guest Journey Inside Out
Before your interview, make sure you understand the entire guest journey from pre-arrival to post-stay. Familiarise yourself with how Citadines enhances guest experiences and think of examples from your past roles where you've successfully managed similar processes.
✨Prepare for Service Recovery Scenarios
Since handling guest complaints is a key part of the role, prepare for potential service recovery scenarios. Think about specific instances where you've turned a negative experience into a positive one and be ready to discuss your approach during the interview.
✨Show Off Your IT Skills
As a Guest Relations Coordinator, you'll need to be confident with IT systems. Brush up on your knowledge of RMS or other PMS systems, and be prepared to discuss how you've used technology to improve guest experiences in your previous roles.
✨Demonstrate Team Collaboration
This role requires close collaboration with various teams. Be ready to share examples of how you've worked effectively with others in high-pressure situations. Highlight your communication skills and how you’ve contributed to a positive team culture.
