At a Glance
- Tasks: Own the guest journey and create unforgettable experiences for VIPs and long-stay guests.
- Company: Join Citadines Holborn-Covent Garden, a vibrant hospitality brand focused on service excellence.
- Benefits: Enjoy career growth, valuable training, travel allowances, and exclusive staff discounts.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional development.
- Why this job: Make a real impact by enhancing guest satisfaction and shaping memorable stays.
- Qualifications: Experience in guest relations and strong problem-solving skills are essential.
The predicted salary is between 25000 - 30000 £ 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 and support 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.
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
- 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, detail‑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
- 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
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.
Compensation: To be discussed
Guest Relations Lead: VIP Experiences & Service Excellence employer: Front Office - CHCGL
Citadines Holborn-Covent Garden is an exceptional employer that prioritises employee growth and development, offering valuable on-the-job training and access to a comprehensive digital learning platform. With a vibrant work culture that champions diversity and inclusion, employees enjoy unique benefits such as a travel allowance, staff discounts across European properties, and recognition awards, all while contributing to creating memorable guest experiences in the heart of London.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Relations Lead: VIP Experiences & Service Excellence
✨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 job.
✨Tip Number 3
Prepare for situational questions! Think about how you would handle specific guest scenarios, especially around service recovery and complaints. 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 team at Citadines. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Guest Relations Lead: VIP Experiences & Service Excellence
Some tips for your application 🫡
Show Your Passion for Guest Relations:When writing your application, let your enthusiasm for guest relations shine through! We want to see how much you care about creating memorable experiences for guests. Share any relevant stories or examples that highlight your passion and commitment to service excellence.
Tailor Your Application:Make sure to customise your application to fit the role of Guest Relations Lead. Highlight your previous experience in hospitality and how it aligns with the responsibilities mentioned in the job description. We love seeing candidates who take the time to connect their skills with what we’re looking for!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid fluff and focus on what makes you a great fit for the role. Use bullet points if necessary to make your key achievements stand out!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the position. Plus, it shows you’re keen on joining our team at Citadines Holborn-Covent Garden!
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 Service Recovery 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 Collaboration and Communication
Since this role involves working closely with various departments, be prepared to discuss how you’ve effectively collaborated with teams in previous roles. Share specific instances where your communication skills made a difference.
✨Be IT Savvy
Brush up on your knowledge of RMS or other PMS systems, as being a confident IT user is crucial. If you have experience with specific software, mention it during the interview to show you're ready to hit the ground running.
