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 towards 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.

Our Guest Relations Coordinator will be responsible for:

• 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

To be successful in the role of Guest Relations Coordinator, we require:

• 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

This is your opportunity to be part of our team as a Guest Relations Coordinator. We focus on your professional and personal development, and we offer:

• 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
• (If relocating) 30 days of relocation accommodation within one of our properties, whilst 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 

Privacy Policy | Personal Data | Ascott 

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 towards 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.

Our Guest Relations Coordinator will be responsible for:

• 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

To be successful in the role of Guest Relations Coordinator, we require:

• 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

This is your opportunity to be part of our team as a Guest Relations Coordinator. We focus on your professional and personal development, and we offer:

• 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
• (If relocating) 30 days of relocation accommodation within one of our properties, whilst 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 

Privacy Policy | Personal Data | Ascott