Guest Services Manager Staycity - Operations · Staycity Operations · Staycity Dalston

Staycity Group; City of London; On-site; GBP 30,000 - 40,000; Full time

Job summary

A hospitality brand in London is hiring a Guest Services Manager to enhance the guest experience across all departments. Candidates should have at least 2 years of Front Desk experience and be proficient with Opera while possessing excellent communication skills. The role involves addressing guest feedback, ensuring satisfaction, and managing departmental communications. This position offers various employee benefits, including flexible working patterns and educational support.

Benefits

Paid family leave (>1 year of service)

Flexible working patterns

Bonus scheme

Discounted rates for overnight stays

Refer and earn scheme

Cycle to work scheme

Education Support

2 paid volunteer days per year

Employee Assistance Program

Extra day off for your birthday

Qualifications

• Minimum 2 years of experience at Front Desk in a similar property.
• Proficient in handling guest feedback and complaints.

Responsibilities

• Monitor guest satisfaction feedback and address disputes professionally.
• Communicate departmental and hotel activities to the team.
• Verify payments upon guest check-in.
• Anticipate and address issues for guest satisfaction.

Skills

Previous experience at Front Desk

Excellent communication skills

Interpersonal skills

Experience using Opera

Job description

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 London Dalston's guest journey across the hotel being part of the Front of house team but overseeing all departments' guest journey(Bar, The Shop, Events, Reception, Roof Terrace, Gym, Restaurant).

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.