Offer summary

Qualifications:

Previous experience in customer service or hospitality, preferably in a luxury setting., Strong spoken and written English communication skills., Excellent organizational skills and attention to detail., Proficiency in using live chat, phone, and email platforms..

Key responsibilities:

Engage with guests and clients via live chat, phone, and email to address inquiries.

Secure bookings and manage reservation details effectively.

Coordinate property maintenance and oversee the scheduling of cleaners and contractors.

Proactively address guest needs and implement solutions to enhance their experience.

Job description

Job Overview

A boutique property management firm is seeking a dynamic and proactive Customer Services Agent to join its small, dedicated team. The successful candidate will serve as the primary point of contact for guests, managing everything from initial inquiries to post-stay feedback. This role involves securing bookings, coordinating property maintenance, and ensuring a consistently high standard of guest satisfaction. It is an excellent opportunity for someone who thrives in a fast-paced environment and has a passion for delivering luxury service.

This role will be from Monday to Friday, 4pm to 10pm, UK hours.

Requirements

Key Responsibilities

Guest Communications:
- Engage with guests and clients across live chat, phone, and email to provide assistance and address inquiries.
- Act as the main point of contact for guest inquiries and third-party suppliers.
Booking Management:
- Respond promptly to inquiries from potential guests.
- Secure bookings and manage reservation details effectively.
Property Maintenance & Coordination:
- Arrange and oversee property maintenance to ensure the highest standards.
- Identify areas for improvement and recommend upgrades or maintenance to property owners.
- Schedule and coordinate cleaners, suppliers, and maintenance contractors to ensure efficient property upkeep.
- Facilitate maintenance access to properties and resolve issues promptly.
Guest Satisfaction:
- Proactively address guest needs and concerns.
- Handle feedback and implement solutions to enhance the guest experience.
General Administration:
- Support the smooth operation of the business with ad-hoc tasks as required.

Working Hours

Monday – Friday, 4:00 PM – 10:00 PM, UK hours

Requirements

Previous experience in a customer service or hospitality role, ideally in a luxury environment.
Prior experience in the short-term rental industry is highly preferred.
Excellent spoken and written English communication skills with a professional and friendly demeanor.
Strong organizational skills and attention to detail.
Ability to multitask and prioritize effectively in a dynamic environment.
Proactive mindset with problem-solving skills.
Proficiency in using live chat, phone, and email platforms.
Adaptable team player eager to learn.