Guest Relations Executive

Guest Relations Executive

£25,000 PA | Full Time | Permanent | Purfleet, Essex | Hybrid

We are seeking acalm, confident and customer focused Guest Relations Executive to deliver exceptional service and resolve guest queries across telephone, email and social media.

Key Responsibilities:

• Handle a high volume of guest enquiries and complaints professionally and promptly.
• Investigate and resolve complaints fairly, accurately and in line with company procedures.
• Provide empathetic, solution-focused customer service while managing challenging situations.
• Ensure all written and verbal communication is accurate and reflects the required tone of voice.
• Log, acknowledge and respond to communications within agreed timescales.
• Liaise effectively with internal teams and external partners to resolve guest issues.
• Handle confidential information with discretion.
• Meet daily response targets and departmental KPIs.
• Support the wider Guest Relations Team and undertake other duties as required.

Ideal Candidate:

• Previous customer service or guest relations experience.
• Experience handling high volumes of telephone and email enquiries.
• Travel, tourism or hospitality experience would be advantageous.
• Excellent written and spoken English with strong communication skills.
• Confident complaint handler with excellent attention to detail.
• Calm, patient, empathetic and professional under pressure.
• Organised, proactive and able to prioritise effectively.
• Strong IT skills and comfortable using communication-based software.
• Discreet, trustworthy and committed to delivering outstanding customer service.

Working Pattern:

• Monday to Friday,9:00am – 5:30pm.
• Hybrid working:Monday and Wednesday office-based in Purfleet, Essex, with three days working from home.
• Initial four-week onboarding period may require full-time office attendance.
• Occasional travel to regional ports or other operational locations may be required.

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