Guest Relations Coordinator

Overview

Citadines Holborn-Covent Garden is seeking a confident Guest Relations Coordinator to become part of our Front Office Team. Our properties operate 24/7; therefore, the department works on an early (7am-3.30pm) or late (3pm-11.30pm) shift basis. Night shifts are also available and required on occasion.

You will report to the Front Office Manager, supporting toward providing our guests with unique experiences and offerings to Live, Work and Play in infinite ways.

The Guest Relations Coordinator will be responsible for owning and enhancing the end-to-end guest journey. The role focuses on proactive service recovery, guest satisfaction, reputation management, and cross-department coordination, ensuring that every guest interaction reflects Citadines brand standards and delivers a consistent, high quality experience.

• End to end ownership of the guest journey, from pre-arrival through to post-stay
• Hands‑on management of VIP, long‑stay, repeat and sensitive guest experiences
• Active handling of guest complaints, escalations and service recovery situations
• Monitoring, responding to, and learning from guest feedback and online reviews
• Oversight of pre‑arrival planning, reservations and experience‑critical guest details
• Coordination of group bookings and long‑stay guest arrangements
• Close collaboration with Front Office, Housekeeping, Maintenance and Management Teams
• Supporting teams on the floor during high‑volume or challenging service periods
• Championing service standards, guest experience culture and continuous improvement

• Previous experience in Guest Relations, Front Office or guest experience roles within Hospitality or serviced apartments
• Proven experience handling guest complaints, escalations and service recovery
• Confident IT user with good knowledge of RMS or other PMS system
• Highly organised, detailed‑focused and proactive
• Confident decision maker with a calm approach under pressure
• Strong collaboration and negotiating skills
• A good command of English is essential, a second language is advantageous

• Genuine career opportunities within our business
• Valuable on the job training, along with access to our digital online learning platform and numerous other learning and development opportunities
• A travel allowance for every day you work to contribute to your commuting cost
• A PERKBOX subscription with benefits, retail discounts and savings available from your first day
• Employee Assistance Programme
• Refer a Friend bonus
• Employee Recognition Awards Ceremony and company team parties
• Once you pass your probation, a special staff rate when staying in our European properties
• Staff incentives when you and your team perform
• 30 days of relocation accommodation within one of our properties if you find permanent lodging

About Us

Citadines is a brand of The Ascott Limited.

At The Ascott Limited, we embrace diversity, equity, and inclusion, welcoming applicants of all backgrounds to create a supportive and thriving workplace where everyone can contribute their unique perspectives.

A trusted hospitality company, Ascott’s presence extends across Asia Pacific, Central Asia, Europe, the Middle East, Africa and the USA. Its diversified accommodation offerings span serviced residences, coliving properties, hotels and independent senior living apartments. Ascott’s award‑winning hospitality brands include Ascott, Citadines, lyf, Oakwood, Somerset, The Crest Collection, The Unlimited Collection, Fox, Harris, POP!, Preference, Quest, Vertu and Yello. Through Ascott Star Rewards (ASR), Ascott’s loyalty programme, members enjoy exclusive privileges and offers at participating properties.

Trading as:
Citadines by The Ascott Limited

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Compensation:
To be discussed