Head Of Guest Care

Job Type: Full Time

Workspace: Office

About the Role

• Job Title: Head of Guest Care
• Location: Wood Green, London - office based
• Company: (MHIY)

MHIY is looking for a commercially astute, strategic & dynamic Head of Guest Care to join the senior team and help grow the company over the next 5 years. This is a pivotal appointment for a highly capable & dynamic individual who wants to join a small but thriving company, be very-hands on and work in a results focused environment with lots of autonomy.

MHIY is owned by Orla & Titti, was launched over 10 years ago and we are now a nationwide emergency relocation business with many B2B suppliers & customers. The Guest Care Team manage all our Guests from the time of Booking through every aspect of their stay. We act as their key point of contact for check ins, extensions, check outs and all communications during their stay.

We are a Tottenham based business with offices in Wood Green and love to support the local economy in recruitment and staff off sites.

You will report directly to Patricia Bacon, the Commercial Operations Director, and manage the in house team of Guest Care Executives (currently 4 that will grow significantly as we on board additional partners and the number of in house Guests grow) through 2026 and beyond.

Key Responsibilities Guest Experience & Service Excellence

• Own and continuously elevate the myhomeisyours guest journey, ensuring a seamless, warm and excellent experience from check in to check out.
• Act as the senior escalation point for complex guest issues, resolving challenges calmly and professionally while protecting the brand and guest relationship.
• Define and uphold service standards, tone of voice, and response times across all guest communications.
• Monitor guest feedback and reviews, translating insights into tangible service improvements.

Leadership & Team Management

• Lead, coach, and develop the Guest Care team, fostering a culture of accountability, empathy, empowerment and high performance.
• Set clear expectations, KPIs, and service benchmarks for the team.
• Build robust onboarding, training, and continuous development programmes to ensure consistent service delivery.

Operations & Process Excellence

• Design, document, and optimise guest care processes to ensure efficiency, scalability, and consistency.
• Ensure guest care systems, tools, and workflows are fit for purpose and fully adopted by the team.
• Build a robust and scalable out of hours (OOH) service that ensures seamless and consistent excellent delivery.
• Use data and reporting to identify trends, risks, and opportunities for improvement.
• Work closely and effectively with the wider business to proactively manage guest needs and prevent service issues.

Commercial & Brand Impact

• Maximise the revenue growth through the extensions process and ongoing excellent guest care.
• Protect and enhance the brand reputation across all channels, including review platforms and direct feedback.
• Support crisis management and incident response from a guest communications perspective.

Skills & Experience

• A confident, proactive, guest-obsessed results-oriented leader.
• Proven leadership experience in guest experience, hospitality, travel, or serviced accommodation at a senior level.
• Strong people-management capability, with experience leading and scaling customer-facing teams.
• Exceptional communication skills - written and verbal - with the ability to adapt tone for different audiences.
• Calm, decisive problem-solver with experience handling escalations and sensitive situations. Unflappable under pressure.
• Operationally minded, with the ability to design and improve processes in a growing business.
• Comfortable using data, feedback, and KPIs to drive performance and improvement.
• Experience implementing or optimising CRM / guest communication platforms.
• Experience of managing and optimising outsourced functions.
• Experience of decision-tree messaging / intent-based routing.
• High standards, strong ownership mentality, and attention to detail.
• Collaborative leader who builds trust across teams.
• Adaptable and comfortable in a scaling, entrepreneurial environment.