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- Tasks: Enhance guest experiences and manage the entire guest journey from start to finish.
- Company: Join Citadines Holborn-Covent Garden, a vibrant hospitality brand.
- Benefits: Flexible shifts, competitive pay, and opportunities for personal growth.
- Other info: Dynamic work environment with opportunities for career advancement.
- Why this job: Be the face of exceptional service and create memorable moments for guests.
- Qualifications: Strong communication skills and a passion for customer service.
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
Guest Relations Coordinator employer: Citadines
Contact Detail:
Citadines Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Coordinator
✨Tip Number 1
Network like a pro! Reach out to people in the hospitality industry, especially those who work at Citadines or similar places. A friendly chat can open doors and give you insider info on what they’re really looking for.
✨Tip Number 2
Show off your personality! When you get the chance to meet potential employers, whether it’s at a job fair or an interview, let your passion for guest relations shine through. We want to see how you can enhance the guest journey with your unique flair.
✨Tip Number 3
Prepare for situational questions! Think about how you’d handle specific guest scenarios, like complaints or VIP experiences. Practising these responses will help you demonstrate your proactive service recovery skills during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Guest Relations Coordinator
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. Use a friendly tone and share a bit about your passion for guest relations.
Tailor Your Application: Make sure to customise your application for the Guest Relations Coordinator role. Highlight your relevant experience and skills that align with the job description. We love seeing how you can contribute to our team!
Be Specific About Your Experience: Don’t just list your previous jobs; tell us about specific situations where you enhanced guest experiences or handled complaints. We’re looking for real examples that showcase your problem-solving skills and dedication to guest satisfaction.
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 any important updates from our team. Plus, it shows you’re keen on joining us!
How to prepare for a job interview at Citadines
✨Know the Company Inside Out
Before your interview, take some time to research Citadines Holborn-Covent Garden. Understand their brand values, guest experience philosophy, and what sets them apart in the hospitality industry. This knowledge will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Showcase Your Customer Service Skills
As a Guest Relations Coordinator, your ability to handle guest interactions is crucial. Prepare examples from your past experiences where you've successfully managed guest complaints or enhanced customer satisfaction. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Demonstrate Proactive Problem-Solving
In this role, you'll need to be proactive in service recovery and guest satisfaction. Think of scenarios where you've anticipated guest needs or resolved issues before they escalated. Highlight these experiences during your interview to showcase your ability to enhance the guest journey.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, how they measure guest satisfaction, or what challenges the department currently faces. This not only shows your interest but also gives you valuable insights into the role and company culture.