Guest Services Specialist

SilverDoor is looking to recruit a Guest Services Specialist to be based in our London office. This is an important guest-focused role that requires excellent communication skills, as you will remain the primary contact for in-house guests throughout their accommodation stay.

As a Guest Services Specialist, you will manage day-to-day traveller and guest enquiries over the telephone and via email, providing an efficient and personalised service that caters to our clients' needs. Embracing team values, positivity, and providing outstanding customer service are essential.

The clients handled are predominantly corporate companies who reside temporarily in serviced apartment accommodations during business trips around the world.

• Manage the day-to-day traveller and in-house guest enquiries and requests coming into the guest services team.
• Coordinate with serviced apartment properties and relevant parties to ensure guest requests are fulfilled to the highest standard and meet guest needs.
• Manage amendments to bookings, including extensions, shortenings, and cancellations.
• Update booking information and data accurately and efficiently onto the system.
• Provide written confirmations and check-in details to clients within agreed service levels.
• Ensure related administration tasks are processed accurately and on time, following operating procedures.
• Handle any issues or complaints raised and resolve them satisfactorily to ensure guest satisfaction.
• Handle all correspondence and email communication effectively and promptly.
• Anticipate guests' needs and implement actions to ensure a positive experience during their visit.
• Perform any other tasks deemed necessary by the management team.

Experience:

• At least six months' experience working in a customer/guest services environment.
• Customer service-focused with enthusiasm to exceed client expectations.
• Experience of working independently and as part of a team.

Skills:

• Self-motivated with the ability to organise and manage workload efficiently.
• Ability to work under pressure and meet tight deadlines.
• Attention to detail and consistency.
• Good problem-solving skills.
• Ability to prioritise tasks and adapt effectively.
• Computer literate, fully conversant with the full suite of Microsoft Office applications.

Apply now for the chance to join a unique team with a culture unlike any other! Application Form Who We Are

We are the world's leading provider of corporate serviced apartments. Working directly with over 3,000 property operators, we offer the largest collection of serviced apartments globally, with over 1 million apartments in 126 countries. We pride ourselves on the personal and friendly service we deliver, which sets us apart and ensures our clients return time after time.

Our company operates across seven offices in London, Lancaster, Madrid, Denver, Singapore, Dubai, and Hyderabad. We value each team member, affectionately called our SilverDoorians, and reward their hard work. We foster a team atmosphere with breakout spaces and host social events throughout the year, including the famous SilverDoor Christmas Party at a top venue.

Benefits include:

• Company healthcare plan with access to thousands of discounted retailers.
• A paid day off to celebrate your birthday.