Guest Relations & Night Operations Specialist

Guest Relations & Night Operations Specialist

Scale Up Philippines is partnering with a growing, quality-focused hospitality company that manages serviced accommodation in London, United Kingdom. We are looking for a Guest Relations & Night Operations Specialist to deliver excellent guest service during UK evening hours and support the business with bookkeeping, expense tracking, and staff scheduling.

This role is for a polished, articulate professional who can represent the brand confidently to UK guests. Our client values service quality, reliability, and professionalism above all else. You will work closely with a supportive management team based in Europe, and there will be opportunities to grow your role as the business secures new contracts and expands.

Key Responsibilities:

Guest Relations

• Respond to guest enquiries promptly and professionally through messaging, email, and calls where required.
• Handle guest concerns such as check-in issues, access problems, and booking questions with empathy and confidence.
• Escalate urgent matters to management following established procedures.
• Keep a consistently high standard of communication and guest satisfaction.

Night Operations & Reporting

• Monitor outstanding operational tasks during the evening shift.
• Prepare clear daily handover notes and reports for the daytime management team.
• Follow up on pending issues to make sure nothing is missed.
• Perform basic bookkeeping and keep financial records accurate and organised.
• Record, categorise, and verify business expenses, invoices, and receipts.
• Calculate expense totals and prepare summaries for management review.
• Flag discrepancies, missing invoices, or duplicate transactions.

Excel & Amazon Business Order Tracking

• Create and maintain well-structured Excel spreadsheets for operational and financial tracking.
• Organise Amazon Business orders by purchase date, item, quantity, cost, and delivery status.
• Calculate order and expense totals, including delivery charges and VAT where applicable.
• Reconcile orders against invoices and payment records.

Staff Rota Preparation & Checking

• Prepare and update staff rotas (work schedules).
• Check shifts for accuracy, conflicts, and coverage gaps.
• Coordinate rota changes with management and keep scheduling records up to date.

Qualifications:

• Excellent spoken and written English, with clear pronunciation and a natural, professional communication style that is easily understood by UK guests (required).
• At least 2 years of experience in hospitality, hotel or serviced accommodation, guest relations, reservations, or UK-facing customer service.
• Proficient in Microsoft Excel, including formulas, calculations, and data organisation.
• Basic bookkeeping or expense reconciliation experience.
• Experience preparing or managing staff rotas or schedules is a strong advantage.
• Familiarity with Amazon Business or similar purchasing platforms is a plus.
• Calm, empathetic, and resourceful when handling guest concerns.
• Highly organised and detail-oriented, and able to work independently on a night shift.
• Reliable, punctual, and committed to delivering high-quality service.

Why Join Scale Up Philippines?

At Scale Up Philippines, we connect talented Filipino professionals with world-class clients who value people as much as results. This one is for someone ready to grow.

If you’re passionate about this position and ready to grow your career with a global team, we’d love to hear from you!

UK-based Company | Project Based | Remote

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