Guest365
Key Account Manager
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Key Account Manager
Company: Guest365 Limited
Reports to: Head of Operations
Reports: Account Manager
Employment Type: Full-time, Permanent
Location: Office-based — Unit 8 Cuthbert Business Centre, Manchester, M11 2NA
Salary: £38,000 per annum
Start Date: 1st November
Role Summary
The Key Account Manager is the primary point of contact between Guest365 Limited and our key account, managing relationships with stakeholders and site managers across all serviced locations. The role combines stakeholder management, quality control and operational coordination to ensure consistently high service delivery, strong reviews and guest satisfaction.
Key Responsibilities
Stakeholder & Relationship Management
- Act as the main point of contact for key account stakeholders and site managers across all serviced properties.
- Build and maintain strong working relationships to support smooth day-to-day collaboration throughout term time.
- Act as an escalation point for issues raised by key accounts or site managers, coordinating timely resolution with the relevant team.
Reviews & Quality Control
- Monitor guest reviews across relevant platforms and identify patterns or root causes behind negative feedback.
- Put proactive measures in place to prevent recurring issues and maintain service standards.
- Develop and maintain quality control processes and checks across all sites.
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Complaints Tracking
- Log and track complaints, monitoring resolution times and following up to ensure issues are closed to a satisfactory standard.
- Report recurring complaint trends to the Head of Operations and relevant teams.
Expenses, Refunds & Invoicing
- Manage and track account-related expenses, ensuring accurate and timely processing.
- Assess and process approved guest refunds in line with company policy.
- Create Stripe invoices for reservation extensions, additional services, missing keys and similar charges.
- Maintain accurate records and report trends or concerns to the Head of Operations.
Operations & Calendar Management
- Oversee calendar operations, including scheduling set-ups and churns (turnovers) across all serviced sites.
- Flag empty or under-utilised calendars to the key client advisor promptly.
- Coordinate with Operations, Cleaning and Maintenance teams to ensure calendar accuracy and timely execution.
Guest Experience (GEX) Communications
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- Monitor and track the quality of GEX communications sent to guests.
- Identify inconsistencies or gaps and work with relevant teams to improve communication quality.
Team Management
- Lead and motivate team members.
- Track targets and performance against KPIs.
- Promote teamwork, collaboration and strong communication within the team and across teams.
Requirements
- Previous experience in client relationship management, account management or customer service.
- Experience in student accommodation, PBSA, hospitality or property management is advantageous.
- Strong organisational skills with the ability to manage multiple stakeholders and priorities.
- Confident using scheduling/calendar tools and comfortable with basic reporting and tracking.
- Comfortable handling financial administration, including expense tracking, refunds and chargeback processes.
- Excellent written and verbal communication skills.
- Proactive, solutions-focused approach to quality control and complaint resolution.
- High attention to detail and confidence working with review and feedback data.
- Willingness to visit sites and provide support as required, including overnight stays.
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