Deskripsi pekerjaan Guest Experience Manager Synergy Pro Business Consulting
This role is the central command for all guest-related operations across our properties.
You will lead live guest operations, handle escalations, and ensure every guest issue is managed clearly, calmly, and decisively — without over-promising and without compromising the business.
This is a hands-on operational leadership role, not sales, reservations, or revenue.
Key Responsibilities
Guest Operations & Daily Control
- Act as the main control point for all guest-related operations.
- Monitor guest communications, arrivals, departures, bookings, and in-house issues in real time.
- Personally handle live operations during London working hours (09:00–17:00).
Guest Issues & Escalation Handling
- Be the single point of ownership for all guest, housekeeping, and maintenance issues.
- Resolve issues directly where possible and escalate only when necessary.
- Decide on refunds, compensation, and service recovery, using fair judgement and commercial awareness.
- Handle difficult or emotional guest situations calmly and professionally.
- Live Coordination with Operational Teams
Coordinate daily operations related to:
- Check-in, access, and arrivals
- In-house guest problems
- Maintenance and service escalation
- Work closely with on-ground and London-based teams to ensure fast resolution.
Guest Communication & Booking Support
- Lead all guest communication standards — clear, accurate, responsive, and realistic.
- Ensure guest expectations are managed properly (no over-promising).
Ensure booking enquiries during London hours are:
Answered promptly
Followed up properly
Passed to the right team when needed
Reporting, Systems & Improvement
Ensure all guest issues and enquiries are:
Logged correctly
Clearly assigned
Properly closed
Identify repeat guest problems and operational risks.
Propose practical improvements to reduce future issues.
Stakeholder Coordination
Communicate operational risks and priorities to owners and management.
Share guest feedback and operational insights with:
Revenue & Distribution teams
OTA / E-commerce teams (Airbnb, Booking.com, etc.)
You will not handle pricing or sales decisions, but your operational input matters.
Requirements
Minimum 3–5 years experience in hospitality operations (hotel, villa, serviced apartment, short-stay).
Strong background in guest handling, complaint resolution, and daily operations.
Experience managing operations across multiple units or properties is a big advantage.
Not from sales, reservations, or revenue roles.
Skills & Capability
Comfortable making decisions under pressure (refunds, compensation, service recovery).
Able to balance guest satisfaction with operational reality and business sense.
Strong problem-solving and escalation management skills.
Confident acting as the final decision maker during live situations.
Communication
Very good spoken and written English.
Calm, firm, and professional communication style.
Able to give clear direction to teams and handle demanding guests.
Systems & Work Style
Organised and detail-oriented.
Used to working with:
PMS
OTA platforms (Airbnb, Booking.com, etc.)
CRM or internal tracking tools
Comfortable working in a fast-paced, issue-heavy environment.
Availability
Able to work consistently during London working hours (09:00–17:00 London time).
Ready to handle live operations, not just monitoring.