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Guest Relations Manager at Top Villas - CILEX Level 3 Diploma in Law & Practice
Guest Relations Supervisor
Bramling, Canterbury | £28,000–£30,000 per year | Full-Time | Permanent
4 days in-office + 1 remote | Includes one weekend day late shift per week (12pm–8pm)
Join Top Villas – one of the world’s leading luxury villa rental companies – and help shape unforgettable guest experiences.
We are seeking a Guest Relations Supervisor to join our dynamic UK team at our beautiful countryside headquarters in Bramling, near Canterbury. This is a hybrid role, ideal for someone who thrives in a fast-paced customer-focused environment and is passionate about leading a high-performing team.
About the Role:
As Guest Relations Supervisor, you will oversee our Guest Relations Agents, manage complex guest issues, and help maintain Top Villas’ world-class service standards. From resolving escalated complaints to mentoring team members, you’ll play a pivotal role in ensuring every guest interaction is seamless and professional. You'll report into the Guest Relations Manager and play a key role in supporting agents, handling complex issues, and representing our brand in guest-facing communication across platforms.
️ Key Responsibilities:Team Leadership & Support
* Supervise and support a team of Guest Relations Agents
* Monitor performance and adherence to service protocols
* Provide onboarding support and ongoing training
* Prepare monthly reports on team productivity and complaint trends
* Act as first point of escalation for unresolved guest concerns
Guest Resolution & Service Excellence
* Personally handle high-priority or sensitive guest issues
* Liaise between guests, property managers, and internal teams
* Ensure timely, empathetic follow-ups and resolution of guest concerns
Reviews & Reputation Management
* Respond professionally to guest reviews on platforms like Trustpilot, ABTA, Google, and social media
* Collaborate across departments to turn negative feedback into positive outcome
* Proactively request updates to reviews once issues are resolved
Chargebacks & Disputes
* Prepare and submit thorough documentation for chargeback disputes
* Coordinate with finance, legal, and operations teams to build strong cases
Post-Stay Damages
* Manage guest communications regarding damage disputes
* Work closely with property managers to ensure fair and amicable resolutions
What We’re Looking For:
* Strong background in customer service or guest relations (team leadership preferred)
* Excellent communication and conflict-resolution skills
* Must be able to work 4 days in-office at our Canterbury location during business hours (typically 10 AM – 6 PM, subject to business needs)
* Able to work one weekend day per week (typically 12 PM – 8 PM )
* Confident using CRMs, customer platforms, and managing review responses
* Highly organised, empathetic, and detail-oriented
What We Offer:
* Competitive salary: £28,000 - £30,000
* Beautiful countryside office setting with free parking
* Good public transport links to Canterbury and surrounding areas
* Flexible hybrid working : 4 office days, 1 remote day
* 30 days holiday (including bank holidays)
* Company pension scheme
* Cycle to Work scheme
* Discounts on villa holidays worldwide
* Free tea & coffee, on-site tuck shop, and coffee shop
Apply Today:
If you're ready to lead with empathy, guide a supportive team, and help us continue to deliver world-class guest service, we’d love to hear from you. Apply now to join Top Villas and grow your career in luxury travel.
Seniority level
* Seniority level
Not Applicable
Employment type
* Employment type
Full-time
Job function
* Job function
Management and Manufacturing
* Industries
Travel Arrangements
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