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- Tasks: Own the guest journey and create unforgettable experiences at Citadines.
- Company: Join a diverse and inclusive hospitality brand with global presence.
- Benefits: Career growth, travel allowance, discounts, and employee recognition.
- Why this job: Make a real impact on guest satisfaction and enhance their stay.
- Qualifications: Experience in guest relations and strong communication skills required.
- Other info: Dynamic team environment with opportunities for learning and development.
The predicted salary is between 24000 - 36000 ÂŁ 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 toward 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.
Responsibilities
- 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
Qualifications
- 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
Benefits
- 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 30 days of relocation accommodation within one of our properties if 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.
Guest Relations Coordinator employer: Front Office - CHCGL
Contact Detail:
Front Office - CHCGL Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Coordinator
✨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 that Guest Relations Coordinator role.
✨Tip Number 3
Prepare for situational questions! Think about how you would handle specific guest complaints or service recovery scenarios. Practising your responses will help you feel more confident and articulate during the interview process.
✨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
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 touch of humour or a personal story can make your application stand out.
Tailor Your Application: Make sure to customise your application for the Guest Relations Coordinator role. Highlight your relevant experience in guest relations and how it aligns with our mission at Citadines. This shows us you’re genuinely interested!
Be Clear and Concise: Keep your application clear and to the point. Use bullet points where necessary to make it easy for us to read. We appreciate well-structured applications that get straight to the heart of your skills and experiences.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Front Office - CHCGL
✨Know the Guest Journey Inside Out
Familiarise yourself with the entire guest journey, from pre-arrival to post-stay. Be ready to discuss how you would enhance each stage and provide unique experiences that align with Citadines' brand standards.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully handled guest complaints or service recovery situations in the past. Highlight your calm approach under pressure and your ability to turn a negative experience into a positive one.
✨Demonstrate Team Collaboration
Since this role involves close collaboration with various teams, think of instances where you've worked effectively with others. Be ready to discuss how you can champion service standards and contribute to a positive guest experience culture.
✨Be IT Savvy
Brush up on your knowledge of RMS or other PMS systems. Being a confident IT user is crucial for this role, so be prepared to discuss your experience with technology and how it can enhance guest relations.
