About the Role
Company: myhomeiyours
Department: Bookings & Guest Care
Location: Remote
Type: Full-time
Working Hours: Flexible, including some out-of-hours supervision
About myhomeiyours
myhomeiyours is a serviced accommodation and temporary housing specialist providing accommodation solutions across the UK. The team focuses on delivering a responsive, professional, and personal service to guests, clients, landlords, and accommodation partners.
About the Role
We are looking for an experienced, highly organised, and proactive Bookings & Guest Care Manager to lead the Bookings & Guest Care operation and manage our remote team.
This is a hands-on management role responsible for ensuring accommodation enquiries are handled quickly, guests receive an exceptional level of service, and operational issues are resolved efficiently. You will oversee the full customer journey from initial enquiry and booking through check-in, in-stay support, extensions, and check-out.
What You'll Do
- Lead, manage, and mentor the remote Bookings, Guest Care, and Out of Hours teams.
- Monitor incoming enquiries and ensure they are allocated and responded to within expected timeframes.
- Ensure accommodation enquiries are handled quickly with competitive options to maximise booking conversions.
- Oversee the complete guest journey from booking through departure.
- Ensure the team provides a high-quality guest experience, including check-in support, problem resolution, and extensions.
- Act as the senior escalation point for complex guest, landlord, and supplier issues.
- Identify root causes of operational problems and implement practical solutions.
- Manage relationships with guests, landlords, and accommodation suppliers.
- Manage guest extension requests and source alternative accommodation when required.
- Benchmark accommodation costs and negotiate competitive rates.
- Oversee damage claims and ensure claims are fair and properly supported.
- Maintain accurate records and ensure the team follows internal processes.
- Oversee property uploads, invoice cross-checking, documentation, guest and landlord requirements, and operational spot checks.
- Monitor team performance and identify opportunities to improve response times, service standards, and operational efficiency.
Requirements
- Requirements
- Previous team management experience, ideally managing remote teams across different shifts.
- Strong customer service experience, preferably within serviced accommodation, property, hospitality, relocation, or real estate.
- Excellent written and verbal English communication skills.
- Confident and professional telephone manner.
- Strong interpersonal, relationship-building, and negotiation skills.
- Excellent organisational and multitasking abilities.
- Strong problem-solving skills and confidence making decisions.
- Good IT skills and ability to work across multiple systems.
- Excellent attention to detail and accurate record keeping.
- Ability to motivate, support, and develop a remote team.
- Ability to work independently while collaborating with the wider team.
Who We're Looking For - The ideal candidate is proactive, commercially aware, calm under pressure, and genuinely passionate about customer service. They should be comfortable managing multiple guests, bookings, and operational issues simultaneously while taking ownership of problems and finding practical solutions.
- You should also be comfortable negotiating with landlords and accommodation suppliers, leading by example, and remaining hands-on when the business requires it. An understanding of the UK accommodation and housing market and willingness to learn relevant legislation is also important.
Working Hours - The company provides guest support across extended hours. Primary office hours are Monday–Friday, 8:30 AM–6:00 PM, with out-of-hours coverage during evenings, weekends, and bank holidays.
- The successful candidate will be responsible for ensuring the team is appropriately managed and supported across these hours, with some flexibility and availability outside standard working hours when operational issues or escalations arise.
- What Success Looks Like
- Success in this role means happy guests, fast responses, smooth stays, strong supplier and landlord relationships, a motivated team, quick problem resolution, and strong conversion of accommodation enquiries into bookings.
