Guest Relations & Bookings Manager

Role Description

As the Guest Relations & Bookings Manager, you will take full ownership of the guest journey — from handling inquiries and reservations to managing guest issues and ensuring smooth check-ins across hotels and short-term rental properties. This role is ideal for a hospitality professional with strong experience in both traditional hotel operations and short-term rental management systems. You should be confident managing multiple booking channels, resolving guest concerns efficiently, and working independently in a fast-paced remote environment.

Key Responsibilities

• Serve as the primary point of contact for guests before, during, and after their stay, ensuring prompt and professional communication across multiple channels.
• Manage guest requests including early check-ins, special accommodations, access support, and property-related inquiries.
• Handle guest complaints, urgent issues, and after-hours support with professionalism and efficiency.
• Coordinate with housekeeping, maintenance teams, local hosts, and on-site hotel staff to resolve operational and guest-related concerns.
• Monitor and respond to guest reviews across Airbnb, Booking.com, Expedia, Google Reviews, and other booking platforms.
• Manage reservations, calendar availability, and rate synchronization using Guesty and Uplisting.
• Oversee listings and inventory across Airbnb, Booking.com, Expedia, and direct booking channels.
• Process cancellations, booking amendments, no-shows, and rebooking requests accurately while adhering to company policies.
• Prevent overbookings and efficiently manage room and apartment allocations across the portfolio.
• Handle OTA disputes, guest claims, and chargeback cases professionally and effectively.
• Support pricing optimization and occupancy management using revenue and dynamic pricing tools.
• Ensure smooth guest check-ins, turnovers, and day-to-day operational workflows across all properties.
• Maintain accurate guest records, reports, reservation documentation, and administrative systems.
• Improve and maintain SOPs, operational processes, and automated guest messaging workflows.
• Assist with operational improvements and system optimization initiatives to enhance efficiency and guest experience.

Qualifications

• 2+ years of experience in hospitality, guest relations, or booking management.
• Proven experience managing both hotels/B&Bs and short-term rental properties.
• Advanced hands-on experience with Guesty and Uplisting.
• Strong understanding of OTAs including Airbnb, Booking.com, and Expedia Group.
• Experience handling OTA disputes, cancellations, and guest resolution processes.
• Excellent written and verbal English communication skills.
• Highly organized, proactive, and capable of managing multiple properties independently.
• Comfortable working fully remote while strictly aligning with UK business hours.
• Experience using hotel channel managers such as SiteMinder.
• Familiarity with dynamic pricing tools such as PriceLabs or Beyond Pricing.
• Experience with hospitality automation tools and workflow optimization.
• Background in luxury hospitality, boutique hotels, or premium guest services.

Benefits

• Fully Remote: Work from anywhere with international teams.
• Career Growth: Join companies in SaaS, MarTech, and B2B services.
• Peer Community: Connect with high-performing sales professionals in our network.
• Ongoing Support: Receive guidance from Huzzle before and after placement.
• Tailored Compensation: Salaries vary by client and candidate preference — we’ll match you with options that fit your goals.