The Role: Head of Guest Care
Location: North London
Sector: Serviced Apartments
Salary: £50,000pa
I am delighted to be working with this growing accommodation provider. We're looking for a commercially astute, strategic, and dynamic Head of Guest Care to join their senior team and help scale the business over the next five years. This hands-on leadership role is perfect for someone who thrives in a small but growing company, enjoys autonomy, and excels in a results-driven environment.
About the Role
You'll lead and optimise the Guest Care function, delivering exceptional end-to-end guest experiences across our portfolio. Responsible for all guest touchpoints—from booking to post-stay—you'll ensure service excellence, consistency, and brand alignment.
Reporting to the Commercial Operations Director, you'll manage and grow the in-house Guest Care team through 2026 and beyond, combining a hospitality mindset with strong operational and people leadership.
Key Responsibilities
Own and enhance the guest journey, ensuring seamless service from check-in to check-out.
Act as senior escalation point for complex issues, resolving them calmly and effectively.
Lead, coach, and develop a high-performing Guest Care team.
Optimise processes, tools, and systems for efficiency and scalability.
Use data and feedback to improve performance and guest satisfaction.
Maximise revenue growth through excellent ongoing guest care.
Skills & Experience
Proven senior-level experience in hospitality, guest experience, or serviced accommodation.
Strong leadership and team management skills.
Outstanding communication and problem-solving abilities.
Operationally focused, process-driven, and commercially minded.
Confident, guest-obsessed, and adaptable in a fast-paced, entrepreneurial environment.
This is an office-based role, offering the opportunity to join an energetic, collaborative culture that values hands-on leadership and local engagement.
Are you ready to shape the future of guest care in a growing, ambitious business? Send me your CV today
You must be able to live and work in the Uk without restriction.
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