ELSA Coimbra
Guest Relations Officer
London
£3k/month
Posted about 13 hours ago
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🛠️ We’re Hiring: Guest Relations Officer
📍 Remote (United Kingdom)
🕒 Full-Time
💼 Level: Entry-Level / Junior / Associate
💰 Base Salary: £3,000+ per month
We’re looking for a motivated, friendly, service-focused, and relationship-oriented Guest Relations Officer to support guest satisfaction and develop strong relationships with customers across the travel, tourism, hospitality, and accommodation sectors.
This role is ideal for someone who is passionate about travel, tourism, hospitality, customer service, guest experience, and relationship management, and who enjoys communicating with guests, resolving enquiries, coordinating services, and contributing to a high-quality customer experience.
🎯 Key Responsibilities
- Support the delivery of high-quality guest relations and customer service across the travel and tourism sector
- Communicate with guests before, during, and after their travel or stay to ensure a positive experience
- Respond to guest enquiries, requests, feedback, and service-related issues in a professional and timely manner
- Develop positive relationships with guests, clients, suppliers, hotels, tour operators, attractions, and other tourism partners
- Assist guests with travel information, bookings, activities, transportation, accommodation, and other tourism services
- Identify guest needs and provide practical solutions to improve customer satisfaction
- Handle complaints and service issues professionally and coordinate appropriate resolutions
- Support the delivery of personalised guest experiences, special requests, and VIP arrangements
- Maintain accurate records of guest communications, enquiries, feedback, requests, and service activity
- Follow up with guests to ensure issues have been resolved and services have been delivered successfully
- Assist with coordinating meetings, events, familiarisation trips, tours, activities, and guest experiences
- Work closely with customer service, operations, sales, marketing, product, and partnerships teams
- Monitor guest satisfaction, feedback, service quality, and customer experience performance
- Prepare guest relations reports, customer feedback summaries, service updates, and management reports
- Maintain strong relationships with existing guests and identify opportunities for repeat bookings and customer loyalty
- Support guest onboarding, booking confirmations, travel documentation, and service administration
- Stay up to date with tourism industry developments, destinations, travel products, hospitality services, and emerging guest experience trends
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🤝 Guest & Relationship Management
- Build professional and positive relationships with guests and tourism industry stakeholders
- Communicate regularly with guests to understand their needs, preferences, and expectations
- Provide personalised assistance and recommendations where appropriate
- Ensure guests receive clear and accurate information throughout their customer journey
- Coordinate with hotels, tour operators, suppliers, attractions, and other partners to resolve guest requirements
- Support loyalty, repeat business, referrals, and long-term customer relationships
- Maintain a professional, welcoming, and customer-focused approach in all interactions
📊 Customer Service & Guest Experience
- Monitor guest enquiries and ensure timely responses and follow-ups
- Support customer satisfaction and guest experience targets
- Track guest feedback, complaints, requests, and service outcomes
- Analyse customer feedback to identify opportunities for improving services and guest experiences
- Contribute ideas for improving customer service, guest retention, tourism products, and overall customer satisfaction
- Assist with delivering consistent and high-quality guest experiences across different tourism services and destinations
✅ Requirements
- Entry-Level / Junior / Associate with 0–3+ years of experience
- Degree, diploma, or equivalent practical experience in Tourism, Travel, Hospitality, Business, Marketing, Communications, Customer Service, or a related field is a plus
- Strong interest in tourism, travel, hospitality, customer service, and guest experience
- Excellent written and verbal English communication skills
- Strong interpersonal, communication, and relationship-building abilities
- Confident communicating with guests, clients, suppliers, partners, and senior stakeholders
- Friendly, professional, patient, and customer-focused approach
- Strong problem-solving and conflict-resolution skills
- Excellent organisational and time-management abilities
- Strong attention to detail and ability to manage multiple guest requests and priorities
- Ability to remain calm and professional when handling complaints or challenging situations
- Comfortable working with CRM systems, spreadsheets, booking systems, communication platforms, and customer service tools
- Familiarity with travel products, tourism services, hospitality, or accommodation operations is a plus
- Ability to manage multiple guests, enquiries, projects, and deadlines
- Comfortable working independently and collaboratively in a remote environment
- Willingness to attend occasional industry events, meetings, exhibitions, or networking activities
- Based in the United Kingdom with the legal right to work in the UK
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🌟 What We Offer
- Fully remote role within the UK
- Opportunity to build a career in guest relations, tourism, hospitality, and customer experience
- Hands-on experience across guest services, travel, tourism, hospitality, and relationship management
- Comprehensive training and professional development opportunities
- Career progression towards Senior Guest Relations Officer, Guest Relations Manager, Customer Experience Manager, Hospitality Manager, Tourism Operations Manager, or Guest Experience Manager roles
- Opportunity to work with travel agencies, tour operators, hotels, airlines, attractions, tourism boards, destination organisations, and other industry partners
- Exposure to domestic and international tourism markets
- Opportunities to participate in travel trade shows, networking events, industry conferences, familiarisation trips, and tourism activities
- Collaborative, supportive, and growth-oriented work culture
- Competitive salary and benefits package
- Flexible remote working environment
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Skills
Guest Relations
Customer Service
Relationship Management
Conflict Resolution
Problem Solving
Time Management
CRM Systems
English Communication
Interpersonal Skills
Organizational Skills
Booking Systems
Hospitality Management
Location