Department: Operations
Reporting to: Guest Experience Lead
Location: Exeter (In-Office)
Salary: £26,000
Ready for your next step?
Help people feel at home wherever work takes them!
As part of our team, you’ll support and connect clients with exceptional serviced accommodation across the globe, making complex travel and relocation needs feel effortless. From supporting business travellers on international projects to helping relocating employees settle into a new city, your work will have a real impact on people’s experiences every day.
We’re looking for a Guest Delivery Specialist to join our growing Operations team. This is an exciting opportunity for someone who enjoys working at pace, taking ownership, solving problems, and delivering outstanding service.
Whether you’ve built your career in customer service, hospitality, travel, housing, or another people-focused industry, we’ll provide the tools, training and support you need to succeed.
With a trusted global network spanning 144+ countries and ambitious growth plans, there’s never been a more exciting time to join Situ. From our state-of-the-art Exeter HQ, you’ll be part of a team that’s redefining serviced accommodation on a global scale.
About the Role
At Situ, we’re passionate about creating exceptional stay experiences for our guests. As a Guest Delivery Specialist, you’ll play a vital role in ensuring every guest receives seamless support throughout their journey, from pre-arrival through to departure.
You’ll be the first point of contact for guest enquiries and operational requests, providing timely, professional and solution-focused support. Working in a fast-paced environment, you’ll take ownership of guest situations, coordinating with property partners and internal teams to resolve challenges quickly and effectively.
This is a highly communicative role where you’ll combine strong problem-solving skills with a proactive, phone-first approach to deliver the best possible outcomes for our guests.
What You’ll Be Doing
- Supporting guests throughout their stay, acting as a primary point of contact for enquiries and operational requests.
- Coordinating guest arrivals, check-ins, and extensions, ensuring guests have all the information they need.
- Taking ownership of guest issues from start to finish, working with property partners and internal teams to deliver swift resolutions.
- Using a proactive, phone-first approach to resolve issues and create positive guest outcomes.
- Providing clear and timely updates to guests and clients, managing expectations throughout the resolution process.
- Monitoring and prioritising incoming enquiries to ensure service levels are consistently achieved.
- Maintaining accurate records of guest interactions, actions taken and next steps.
- Identifying opportunities to improve processes and enhance the guest experience.
- Escalating complex issues where required and contributing to a collaborative, high-performing team environment.
What We’re Looking For
- A customer-focused individual who enjoys helping people and finding practical solutions.
- Excellent communication skills, both written and verbal.
- Confidence building relationships and handling conversations over the phone.
- Strong organisational skills with the ability to manage multiple priorities.
- A calm, professional and solution-oriented approach to problem solving.
- A proactive mindset with the ability to take ownership and see issues through to resolution.
- A collaborative team player who thrives in a fast-paced environment.
- Experience in customer service, hospitality, travel, accommodation or another guest-facing role would be advantageous.
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
Your 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
About Us
People are at the heart of everything we do!
Our approach — Connected by People — 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.
We know that great candidates don’t always tick every box. If this role excites you and you feel you could make a positive impact, we’d love to hear from you, even if your experience doesn’t match every requirement listed.
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