Guest Services Specialist


Hours of work:
38.5 hours per week.
Place of work:
London Office
Guest Services

Reporting to:

Tamara Reid

Guest Services Manager

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SilverDoor Apartments is looking to recruit a Guest Services Specialist to be based in our London office. This is an important guest focused role that requires excellent communication skills as you will remain the primary contact for in-house guests throughout their accommodation stay.

As Guest Services Specialist you will manage day to day traveller and guest enquiries over the telephone and via email providing an efficient and personalised service which caters for our client’s needs. Embracing team values, positivity and providing outstanding customer service.

The clients handled are predominantly corporate companies who reside temporarily in serviced apartment accommodation on business trips around the world.
Your Duties

  • Manage the day-to-day traveller and in-house guest enquiries and requests coming into the guest services team
  • Co-ordinating with serviced apartment properties and relevant parties to ensure guests requests are fulfilled to the highest standard and ensure they meet the guests needs
  • Managing amendments to bookings, including extensions, shortenings and cancellation of a booking
  • Updating booking information and data accurately and efficiently onto the system
  • Providing written confirmations and check in details to clients within agreed service levels
  • Ensure related administration tasks are accurately and timely processed and are completed to operating procedures
  • Handling any issues or complaints raised and resolving to a satisfactory resolution for guest satisfaction
  • Handling all correspondence and email communication in an effective and timely manner 
  • Anticipate guests needs and implement actions to ensure the guests have the most positive experience during their visit
  • All other tasks deemed necessary by the management team

Ideal Attributes

  • At least six months' experience of working in a customer/guest services environment
  • Customer service focused with an enthusiasm to exceed client expectation
  • Strong communication skills
  • Self-motivated and ability to organise and manage workload efficiently
  • Ability to work under pressure and to tight deadlines
  • Consistency and attention to detail
  • Good problem-solving skills 
  • Experience of working under your own initiative and as part of a team 
  • The ability to prioritise tasks and adapt effectively 
  • Computer literate and fully conversant in the full suite of Microsoft Office Applications

Who we are

We are the world’s leading provider of corporate serviced apartments. Working directly with over 1,600 property operators, we provide our clients and customers with the largest collection of serviced apartments in the world with over 320,000 apartments in 110 countries. We pride ourselves on the personal and friendly service we deliver which sets us apart from the competition and ensures our clients return to us time after time.

As a company we operate across five offices in London, Lancaster, Denver, Singapore and Hyderabad and place great value on each member of our team, referred to affectionately as our ‘SilverDoorians’. We make sure our people are rewarded for their hard work and look forward to coming to work each day.


Our offices are primed to engender a team atmosphere, with breakout spaces provided for you to enjoy time with your colleagues, In addition to a fantastic work environment, you can look forward to a vibrant social scene outside the workplace with events, parties and activities held year round for everyone to enjoy – including the famous SilverDoor Christmas Party: a lavish celebration held at a top venue!

Other benefits that you will receive working for us are:

  • Competitive salary
  • Company healthcare programme with access to 1000s of discounted retailers
  • A paid day off to celebrate your birthday
  • Cycle to Work scheme
  • Long service holidays
  • Annual employee recognition awards
  • Christmas saving scheme
  • Holiday purchase scheme

Apply now for the chance to join a unique team with a culture unlike any other!

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