Guest Relations Executive
£25,000 PA | Full Time | Permanent | Purfleet, Essex | Hybrid
We are seeking a calm, confident and customer focused Guest Relations Executive to deliver exceptional service and resolve guest queries across telephone, email and social media.
Key Responsibilities:
- Handle a high volume of guest enquiries and complaints professionally and promptly.
- Investigate and resolve complaints fairly, accurately and in line with company procedures.
- Provide empathetic, solution-focused customer service while managing challenging situations.
- Ensure all written and verbal communication is accurate and reflects the required tone of voice.
- Log, acknowledge and respond to communications within agreed timescales.
- Liaise effectively with internal teams and external partners to resolve guest issues.
- Handle confidential information with discretion.
- Meet daily response targets and departmental KPIs.
- Support the wider Guest Relations Team and undertake other duties as required.
Ideal Candidate:
- Previous customer service or guest relations experience.
- Experience handling high volumes of telephone and email enquiries.
- Travel, tourism or hospitality experience would be advantageous.
- Excellent written and spoken English with strong communication skills.
- Confident complaint handler with excellent attention to detail.
- Calm, patient, empathetic and professional under pressure.
- Organised, proactive and able to prioritise effectively.
- Strong IT skills and comfortable using communication-based software.
- Discreet, trustworthy and committed to delivering outstanding customer service.
Working Pattern:
- Monday to Friday, 9:00am – 5:30pm.
- Hybrid working: Monday and Wednesday office-based in Purfleet, Essex, with three days working from home.
- Initial four-week onboarding period may require full-time office attendance.
- Occasional travel to regional ports or other operational locations may be required.
If you’re passionate about exceptional customer service and ready to make every guest interaction count, we would like to hear from you — apply with your CV today! [email protected] or [email protected]
