Duty Manager Staycity - Operations · Staycity Operations · Staycity Birmingham

Staycity Group; Birmingham; On-site; GBP 60,000 - GBP 80,000; Full time

Job summary

A leading aparthotel brand in Birmingham is seeking a Guest Services Manager to enhance the guest experience. This role involves monitoring guest feedback, managing Front Desk operations, and ensuring high satisfaction levels. Candidates should have at least 2 years of experience in a similar role and familiarity with Opera software. This position offers numerous benefits, including flexible working patterns, paid family leave, and a supportive work culture.

Benefits

Paid family leave (>1 year of service)

Flexible working patterns

Bonus scheme for high performers

Discounted rates for overnight stays

Refer and earn scheme

Cycle to work scheme

Education support

Volunteer days: 2 paid days per year

Employee Assistance Program (EAP)

Extra day off for your birthday

Qualifications

• At least 2 years of experience working at the Front Desk in a similar property.
• Experience using Opera and strong communication skills are required.

Responsibilities

• Monitor and address feedback from guest satisfaction surveys.
• Communicate departmental updates and take action for improvement.
• Verify payments upon guest check-in following established procedures.
• Anticipate and address guest issues to ensure satisfaction.

Skills

Excellent communication skills

Interpersonal skills

Conflict resolution

Feedback monitoring

Tools

Opera

Job description

Overview

Staycity is an urban aparthotel brand, blending the freedom of apartment living with the quality and consistency of a hotel stay. With locations in top European cities like Dublin, London, Paris, and Edinburgh, we provide home comforts in prime city spots — ideal for the modern traveller.

Our mission is to help guests experience the city on their own terms — combining independence and hospitality in every stay. We’re a team of doers, thinkers, and hospitality lovers, committed to delivering standout guest experiences and building a culture we’re proud of.

We’re now hiring a Guest Services Manager to help shape the Staycity guest journey.

Benefits

• Paid family leave (>1 year of service)
• Flexible working patterns
• Bonus scheme that rewards high performers; based on our core values and tied to individual property goals
• Discounted rates for overnight stays for you, your family and friends
• Refer and earn scheme - earn up to £/€550
• Cycle to work scheme- to support a healthy lifestyle and our planet
• Education Support to help you foster new skills
• Volunteer days: 2 paid volunteer days per year
• Support for you and your family when you need it with our Employee Assistance Program (EAP)
• An extra day off to celebrate your birthday

We would love you to have:

• Previous experience of at least 2 years working at the Front Desk in a similar property
• Experience using Opera and excellent communication and interpersonal skills are required for this role.

What you can do for us:

• A core part of your role is to monitor and address feedback from guest satisfaction surveys, as well as third-party websites. This includes the skilful resolution of disputes and complaints in a professional manner, always adhering to the guidelines provided.
• Keep the team up to date about departmental, hotel and company activities through daily communications including financial feedback, customer feedback, and guest feedback reports; taking appropriate actions for improvement.
• You will be responsible for verifying payments upon guest check-in, following established procedures for various payment methods.
• Anticipate and address any issues to safeguard the well-being and satisfaction of our guests throughout their stay.

Join us and be part of the journey.