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- Tasks: Lead a team to ensure exceptional guest experiences and resolve complex issues.
- Company: Join Top Villas, a leading luxury villa rental company known for unforgettable stays.
- Benefits: Enjoy flexible working, 30 days holiday, and discounts on villa holidays worldwide.
- Why this job: Be part of a dynamic team in a beautiful countryside setting, shaping guest satisfaction.
- Qualifications: Strong customer service background with excellent communication and conflict-resolution skills required.
- Other info: Work 4 days in-office and 1 remote, including one weekend late shift.
The predicted salary is between 28000 - 30000 £ per year.
Guest Relations Supervisor
Bramling, Canterbury | £28,000–£30,000 per year | Full-Time | Permanent
4 days in-office + 1 remote | Includes one weekend day late shift per week (12pm–8pm)
Join Top Villas – one of the world’s leading luxury villa rental companies – and help shape unforgettable guest experiences.
We are seeking a Guest Relations Supervisor to join our dynamic UK team at our beautiful countryside headquarters in Bramling, near Canterbury. This is a hybrid role, ideal for someone who thrives in a fast-paced customer-focused environment and is passionate about leading a high-performing team.
About the Role:
As Guest Relations Supervisor, you will oversee our Guest Relations Agents, manage complex guest issues, and help maintain Top Villas’ world-class service standards. From resolving escalated complaints to mentoring team members, you’ll play a pivotal role in ensuring every guest interaction is seamless and professional. You\’ll report into the Guest Relations Manager and play a key role in supporting agents, handling complex issues, and representing our brand in guest-facing communication across platforms.
️ Key Responsibilities:Team Leadership & Support
- Supervise and support a team of Guest Relations Agents
- Monitor performance and adherence to service protocols
- Provide onboarding support and ongoing training
- Prepare monthly reports on team productivity and complaint trends
- Act as first point of escalation for unresolved guest concerns
Guest Resolution & Service Excellence
- Personally handle high-priority or sensitive guest issues
- Liaise between guests, property managers, and internal teams
- Ensure timely, empathetic follow-ups and resolution of guest concerns
Reviews & Reputation Management
- Respond professionally to guest reviews on platforms like Trustpilot, ABTA, Google, and social media
- Collaborate across departments to turn negative feedback into positive outcome
- Proactively request updates to reviews once issues are resolved
Chargebacks & Disputes
- Prepare and submit thorough documentation for chargeback disputes
- Coordinate with finance, legal, and operations teams to build strong cases
Post-Stay Damages
- Manage guest communications regarding damage disputes
- Work closely with property managers to ensure fair and amicable resolutions
What We’re Looking For:
- Strong background in customer service or guest relations (team leadership preferred)
- Excellent communication and conflict-resolution skills
- Must be able to work 4 days in-office at our Canterbury location during business hours (typically 10 AM – 6 PM, subject to business needs)
- Able to work one weekend day per week (typically 12 PM – 8 PM)
- Confident using CRMs, customer platforms, and managing review responses
- Highly organised, empathetic, and detail-oriented
What We Offer:
- Competitive salary: £28,000 – £30,000
- Beautiful countryside office setting with free parking
- Good public transport links to Canterbury and surrounding areas
- Flexible hybrid working: 4 office days, 1 remote day
- 30 days holiday (including bank holidays)
- Company pension scheme
- Cycle to Work scheme
- Discounts on villa holidays worldwide
- Free tea & coffee, on-site tuck shop, and coffee shop
Apply Today:
If you\’re ready to lead with empathy, guide a supportive team, and help us continue to deliver world-class guest service, we’d love to hear from you. Apply now to join Top Villas and grow your career in luxury travel.
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Guest Relations Supervisor employer: Top Villas
Contact Detail:
Top Villas Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Guest Relations Supervisor
✨Tip Number 1
Familiarise yourself with the luxury villa rental market and Top Villas' unique offerings. Understanding the brand's values and service standards will help you demonstrate your alignment with their mission during any discussions.
✨Tip Number 2
Prepare to showcase your leadership skills by thinking of specific examples where you've successfully managed a team or resolved complex guest issues. Highlighting these experiences can set you apart as a candidate who can thrive in a supervisory role.
✨Tip Number 3
Brush up on your conflict-resolution techniques and be ready to discuss how you've turned negative guest experiences into positive outcomes. This will demonstrate your ability to handle high-pressure situations effectively.
✨Tip Number 4
Engage with Top Villas on social media and review platforms. By understanding their current reputation and how they interact with guests, you can better position yourself as someone who is proactive and invested in their brand.
We think you need these skills to ace Guest Relations Supervisor
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and skills required for the Guest Relations Supervisor position. Tailor your application to highlight your relevant experience in customer service and team leadership.
Craft a Compelling CV: Ensure your CV is up-to-date and clearly outlines your experience in guest relations or customer service. Emphasise any leadership roles you've held and specific achievements that demonstrate your ability to manage complex guest issues.
Write a Strong Cover Letter: In your cover letter, express your passion for delivering exceptional guest experiences. Mention specific examples of how you've successfully resolved guest complaints or led a team, showcasing your communication and conflict-resolution skills.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is crucial for the Guest Relations Supervisor role.
How to prepare for a job interview at Top Villas
✨Showcase Your Leadership Skills
As a Guest Relations Supervisor, you'll be leading a team. Be prepared to discuss your previous leadership experiences and how you've successfully managed teams in the past. Highlight specific examples where you resolved conflicts or improved team performance.
✨Demonstrate Customer Service Excellence
This role is all about guest relations, so be ready to share stories that showcase your customer service skills. Discuss how you've handled difficult situations or complaints, and emphasise your ability to empathise with guests while finding solutions.
✨Familiarise Yourself with the Company
Research Top Villas and understand their brand values and service standards. Being knowledgeable about the company will not only impress the interviewers but also help you align your answers with their expectations and culture.
✨Prepare for Scenario-Based Questions
Expect questions that ask how you would handle specific guest-related scenarios. Think through potential challenges you might face in this role and prepare structured responses that demonstrate your problem-solving and conflict-resolution skills.