Senior Customer Service Representative
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Department: Operations - Key Hospitality Specialist / Senior Customer Service Representative
Reporting to: Guest Experience Lead
Location: Based at our Exeter HQ
Ready for your next step?
Do you have long standing experience in customer service, reservations, travel, or hospitality? Curious about exploring the serviced accommodation industry and building a career in a fast-growing sector?
Don't worry if you are not an industry expert already, we can teach that! We are looking for ambitious leaders who have the transferrable skills to make their mark in our growing business and want to take their career to the next level.
At Situ, we connect people with serviced accommodation that feels like home - anywhere in the world. With a network spanning 144+ countries, with teams located across the globe and our newly renovated HQ in Exeter we are excited about our future, we would love you to join us on that journey!
About us
People are at the heart of everything we do. Our approach - service with heart - is why we enjoy a superb client retention rate and why our employees thrive.
Our team build quality long lasting relationships with a diverse network of clients and suppliers which is why Situ is loved in our industry. In 2025 alone, our team have had the opportunity to be part of events in London, Manchester, Edinburgh, Madrid, Munich, Paris and USA just to name a few!
The role: Key Hospitality Specialist
As a Key Hospitality Specialist, you'll be part of the busy Operations Team at SITU. You will be responsible for supporting both the Accommodation and the Account Management teams to ensure we are fulfilling our key clients expectations.
You will support both SITU and SITU's extensive Partner network to deliver a tailored and efficient reservation experience for our clientele worldwide. This role will be the first point of contact for SITU's key and challenging bookings. Working with our Partners you will be responsible for ensuring our guests have a full understanding of their upcoming reservation details and arrival process, whilst also ensuring our Partners deliver the best experience possible for our guests throughout their stay.
Additionally, you will serve as the first point of escalation for issue resolution and assist the Hospitality Team lead with team management, development and reporting.
Responsibilities of the role
• Ensure guests and the property partner have a comprehensive understanding of the upcoming reservation details and arrival process, providing timely and clear communication.
• Collaborate with the Operations Team to ensure guests' arrival is arranged and client expectations are met.
• Collaborate with Accommodation teams to plan for VIP arrivals, ensuring their stay is meticulously arranged and enhanced.
• Support the property partner to deliver the best possible experience for guests throughout their stay, addressing any concerns promptly and looking for ways our Partners can enhance their stay.
• Serve as the primary point of contact for Situ's key and/or challenging moves. Addressing guest queries and concerns, offering personalised assistance and support as needed.
• Coordinate with Situ's partner network worldwide to fulfil guest needs and preferences, ensuring a seamless experience.
• Act as a point of escalation for resolving guest issues, demonstrating problem-solving skills and a commitment to guest satisfaction.
• Always ensuring the relevant Account Manager and leadership team are made aware of escalations as priority. Providing clear and accurate overviews of any situation.
• Ensuring all (cases/tickets) are accurately logged, with clear tagging and assignment to ensure seamless client and partner reporting.
• Proactively identify areas for improvement in guest services and operational processes, contributing to the overall enhancement of the guest experience.
• Assist the Hospitality Team Lead with team management, including training, mentoring and performance reporting.
Benefits working at Situ
• 27 days of holiday per year (including two rest days) plus bank holidays.
• Workplace pension - employer contribution increasing with length of service
• Subscription to online benefits and discount package
• Private health insurance
• 24-hour access to GP
• Employee assistance programme
• Additional day off for your birthday
• Length of service sabbaticals
• Electric car, cycle and tech salary sacrifice schemes
• Quarterly reward experiences
• Opportunities to travel