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.
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