City Relay launches out-of-hours service for B2B clients

Those in the business of residential property management will attest to the many benefits of their operations, but one detractor is the anti-social hours that the job often entails. Companies operating at high occupancy levels will inevitably need to provide a tenant or guest with urgent assistance outside of normal office hours.

In response to the problem, City Relay has created an out-of-hours service that launched this January.

The new service, available as an add-on or standalone solution, allows City Relay’s customers to switch off their work phones once they’ve left the office knowing that their guests’ enquiries and problems are being handled promptly and professionally. Whether it’s a power outage at 3am or a dodgy door lock on a Sunday afternoon, the company says its team will manage the issue from the time it is reported through to resolution.

The out-of-hours service will operate between the hours of 6pm and 9am Monday to Friday and all day at weekends and UK public holidays. To provide this service, City Relay has recruited additional guest service assistants and night service managers at its Operations Centre based in White City.

The first client to take advantage of the out-of-hours service is PVL, a property investor with a portfolio of 20 properties in London. City Relay is supporting PVL’s business by handling the guest calls they receive after their office is closed for the day.

PVL said it chose the property management company as it wanted to deliver the same superior guest experience 24/7 while continuing to grow its business.

The out-of-hours service complements the existing solutions that City Relay offer to property management companies and serviced apartment providers, giving them a one-stop-shop for all their operational needs. Its in-house operations team of experienced guest services, housekeeping and maintenance professionals are all based in London.

Erskine Berry, head of client success at City Relay, said: “We’re very excited to have launched this new out-of-hours service, further demonstrating how we continue to stay ahead of our client’s needs in an increasingly professionalised industry.”

For more information, visit the City Relay website here.