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Careers
Senior Guest Relations Manager
Senior Guest Relations Manager
Why Hostroo
Hostroo is built for landlords who want strong returns without the usual short-let headaches. Our approach focuses on mid-term stays first, with bookings typically ranging from one to four months, helping to keep properties occupied, reduce turnover, and stay aligned with London’s 90-day rule. We also work to grow income through a hybrid earnings model, blending longer premium stays with shorter gaps where needed. Alongside that, Hostroo positions itself as a London specialist with local market insight, a direct-booking strategy that supports corporate and relocation demand, transparent pricing with zero cleaning markup, and a boutique, hands-on service that gives each property careful attention.
What You'll be doing
As Senior Guest Relations Manager, you will be the voice of Hostroo for our guests and a key part of protecting the experience we deliver for landlords. You will oversee guest communications from first enquiry to check-out, making sure every stay is smooth, professional, and consistent with Hostroo’s high standards. You’ll also support operational excellence across our portfolio, helping us protect properties, maintain great reviews, and deliver the kind of reliable performance landlords can trust.
Your day-to-day will include:
Managing guest enquiries, bookings, and pre-arrival communication with speed, warmth, and professionalism.
Coordinating check-ins, check-outs, and issue resolution to ensure a seamless guest journey.
Handling guest concerns and complaints calmly, efficiently, and in line with Hostroo standards.
Working closely with cleaning, maintenance, and operations teams to keep every property guest-ready.
Monitoring guest feedback and reviews to protect Hostroo’s reputation and improve service quality.
Supporting longer-stay guests with a responsive, attentive service that reflects our mid-term stay model.
What You'll bring
Proven experience in guest relations, hospitality, short-lets, serviced accommodation, or property management.
Excellent written and verbal communication skills, with a calm and professional approach.
Strong problem-solving ability and confidence handling guest issues under pressure.
A detail-focused mindset with the ability to balance service quality and operational efficiency.
A landlord-first attitude that understands the importance of protecting properties, preserving reputation, and supporting strong returns.