Lettings & Guest Services Agent
Location: On-site
Employment Type: Full-time
Pay: From £15.00 per hour
About the Role
We are looking for a proactive and customer-focused Lettings & Guest Services Agent to join our friendly serviced apartment business. This role involves making and managing bookings, communicating with guests, coordinating check-ins and check-outs, and supporting the day-to-day operation of our short-term rental portfolio.
The ideal candidate will have experience working in hotels, hostels, serviced apartments, or other short-term accommodation. They will enjoy delivering excellent guest experiences and be comfortable using both online booking platforms and manual processes.
The successful candidate will have strong attention to detail and be personable, patient, adaptable, and willing to learn our operational processes and software. Full training will be provided, so we are looking for someone who is comfortable learning new systems and committed to mastering the details of our business.
Key Responsibilities
- Manage reservations and property listings across multiple booking channels
- Negotiate short-term lettings
- Respond promptly to guest enquiries via phone, email, and messaging platforms
- Handle guest issues and complaints professionally and efficiently
- Liaise with housekeeping, maintenance, and management teams
- Produce accurate invoices reflecting bookings and services
- Work towards maintaining high occupancy levels and excellent guest satisfaction
- Support operational administration and reporting
Requirements
Essential
- Previous customer service experience
- Excellent written and spoken English
- Strong organisational skills and attention to detail
- Ability to multitask in a fast-paced environment
- Good computer literacy and confidence using online systems
- Professional and friendly communication skills
- A patient and professional approach when dealing with guests, colleagues, and operational challenges
- Ability to follow procedures accurately while remaining flexible when circumstances change
Preferred
- Experience working in hotels, hostels, serviced apartments, or short-term rentals
- Experience using the Booking.com Extranet
- Knowledge of channel managers and Property Management Systems (PMS)
- Understanding of revenue management and occupancy optimisation
- Experience handling guest complaints and service recovery
- Experience working with legacy, bespoke, or property management software systems
- Experience learning and adapting to new technology and operational processes
What We're Looking For
- Positive attitude and friendly demeanour
- Reliable and punctual
- A proactive problem solver
- Strong customer focus
- Ability to work independently and as part of a team
- Patient and calm under pressure
- Willingness to learn and develop new skills
- Adaptable and open to working with both modern and traditional software systems
- Strong attention to detail when following established procedures
Pay: From £29,500.00 per year
Benefits:
- Company pension
- Free parking
Work Location: In person
