Guest Experience Lead

Department: Operations

Reporting to: Head of Partnerships and Guest Experience

Location: Exeter (Office-Based)

Salary: £32,000

Help people feel at home wherever work takes them!

We are looking for someone who enjoys working at pace, taking ownership, and driving results.

You'll be coaching, motivating and developing the Guest Delivery team to consistently deliver exceptional service, while ensuring customer queries, challenges and escalations are handled with care, efficiency and professionalism.

We'll give you the tools, training and support to thrive. What matters most is your ability to build relationships, solve problems and deliver service with heart.

With a trusted global network spanning 144+ countries and ambitious growth plans, there's never been a more exciting time to join Situ. You'll be part of a team that's redefining serviced accommodation on a global scale...

Ready to lead a team that creates exceptional guest experiences?

As our Guest Experience Lead, you'll play a pivotal role in shaping outstanding experiences for our guests while leading a high-performing Guest Delivery team.

You'll inspire, coach and support your team to deliver a proactive, professional, and solution-focused service, ensuring every guest interaction is handled with care, confidence, and a genuine commitment to excellence.

You will actively manage the team to ensure they consistently meet service level agreements, operational KPIs and quality standards, maintaining high levels of responsiveness, accuracy and guest satisfaction.

Through strong leadership, coaching and performance management, you will ensure team members have the skills, confidence and accountability required to deliver exceptional service.

You'll champion a phone and resolution first approach, encouraging meaningful conversations that build trust, provide reassurance and resolve issues quickly. Whether supporting a guest, a client, or a team member, you'll ensure communication is clear, proactive and focused on finding the right solution.

As the senior point of escalation for complex guest situations, you'll work collaboratively with property partners, clients and internal teams to overcome challenges and protect the guest experience. Your ability to remain calm under pressure, make sound decisions and influence positive outcomes will be key to your success.

You will also be responsible for monitoring operational performance, identifying service trends and supporting continuous improvement across guest care processes. By fostering a collaborative and positive team environment, you will ensure the Guest Delivery team contributes to the wider success of the business while maintaining the high service standards expected by our clients and partners.

Job Purpose

• Lead, develop and motivate the Guest Experience team, driving engagement, accountability and high service standards.
• Manage team performance and operational delivery, ensuring SLAs, KPIs and quality targets are consistently achieved.
• Provide coaching, performance management and development support to enhance individual and team capability.
• Maintain real-time oversight of workloads, team capacity and service delivery, ensuring resources are effectively managed and operational efficiency is maximised.Oversee guest communications and escalations, promoting a phone-first, resolution-focused approach to issue management and positive guest outcomes.
• Use reporting, data insights and guest feedback to drive continuous improvement, enhancing guest satisfaction, identifying trends and improving processes in line with company values and policies.

Who are we looking for?

You don't need to have a background in serviced accommodation. But you do need to be passionate about people, committed to delivering exceptional service, and confident leading a team to achieve outstanding results.

You'll probably thrive in this role if you:

• enjoy leading, coaching and developing others to perform at their best
• are confident making decisions and taking ownership in a fast-paced environment
• naturally build trust and strong relationships with colleagues, guests and stakeholders
• stay calm under pressure and can confidently manage challenging situations and escalations
• have a proactive approach to problem-solving and focus on finding the right outcome
• enjoy working towards targets and achieving measurable service results
• can balance competing priorities while maintaining attention to detail
• are highly organised and able to manage workloads, resources and team performance effectively
• use data, feedback and insight to identify improvements and drive positive change
• take accountability for both your own performance and the success of your team
• communicate clearly and professionally, whether supporting a guest, coaching a team member or collaborating with internal stakeholders
• enjoy being part of a collaborative team while motivating others to achieve shared goals

You may already have experience in customer service leadership, hospitality, travel, accommodation, contact centre operations, guest relations, account management, team management, or another customer-focused environment where you've led people, improved service performance, resolved complex issues or delivered against operational targets.

Just as importantly, you might be looking for your first real step into a leadership position and have the drive and confidence we're looking for. We'll give you the training, tools and support to develop.

Our Benefits

We're committed to investing in our people. Alongside exciting career opportunities, you'll enjoy a benefits package that supports your health, wellbeing, and personal growth.

Time to recharge

• 27 Days of Holiday (including two rest days) + Bank Holidays
• Birthday Celebration Day
• Paid Length of Service Sabbaticals

Recognition & Experiences

• Quarterly Reward Experiences
• International Travel Opportunities

Health & Wellbeing

• Private Medical & Dental
• 24/7 GP Access
• Employee Assistance Programme

Financial Benefits

• Electric Car, Cycle & Tech Salary Sacrifice Schemes
• Workplace Pension (with increasing employer contributions based on length of service)

Everyday Perks

• Access to Employee Discounts
• Complimentary Office Lunch
• A Host of Social Events & Networking Opportunities

Connected by People

People are at the heart of everything we do!

This approach shapes every interaction, helping us build lasting relationships, achieve exceptional client retention, and create a workplace where our people can thrive.

Our success is built on strong, long-term relationships and a reputation for delivering outstanding service. As we continue to grow, we're looking for people who share our passion for delivering exceptional experiences and making a genuine difference.

If you're looking for a role where your contribution is valued, your development is supported, and you can be part of an ambitious and people-first business, we'd love to hear from you.