About Us:
Our company was founded in 2017 with the focus to become a leading property management agent within the hospitality industry in Nottingham UK. Over the last 6 years we have grown to a portfolio of over 200 properties with a geographical footprint across the East Midlands. We pride ourselves on setting the standard for comfort, convenience, and style and have accreditation from Quality Tourism, STAA, I-Prac and QAC. As a fast growing industry leader we are focused on expanding our footprint nationwide. We're not just a team; we're a force of innovation. Your ideas matter here, and we foster an environment where creativity thrives. Be part of a company that values individual contributions and believes in turning unique talents into extraordinary outcomes. If you are an experienced.
Hospitality Guest Communications agent with Short Stay industry experience working remotely, and looking for an opportunity to make a mark in the hospitality,
short stay industry then we have the position for you! As we continue to expand, we're on the lookout for a highly motivated and experienced Guest Communications agent with Hospitality experience in the Short Stay industry to become part of our team. This role will play a crucial part in our remote customer service team.
About You:
The ideal candidate will oversee all guest interactions, manage online check-in and check-out processes, and ensure our guests receive exceptional customer service and experiences. This position will involve remote work from your home office. Ideally you have at least Proven experience of 2 years in Guest Communications(front desk) within the Short Stay Industry 3 years of Hospitality experience , with a demonstrable track record. Proven PMS experience in the hospitality/property management industry Experience with OTA - Airbnb, B.com, Expedia etc. Experience with 5 * Luxury hospitality brands Based in South Africa Must speak English with a British english accent We are looking for a self-motivated, experienced person who has a flexible and dynamic work attitude to join our team. Professional Requirements Proven experience of 2 years in short stay/property management industry with a demonstrable track record. At least 2 years of Hotels/resorts experience in front office. Excellent telephonic skills. Excellent English communication (verbal and written). Knowledge of OTA's (Airbnb, Booking.com, Expedia, etc). BPO, Contact Center, or VA experience. Serviced Accommodations / Short Term Rentals experience is a must Self-management skills. Exceptional customer service skills. Resourceful and creative problem-solver. Knowledge of various software/apps a plus (Tokeet, Slack, Trello, Google Apps, etc). Organised and detail-oriented with a record of accuracy. Confident, self-motivated, and positive. A passion for learning and self-improvement. A team player. Responsible, able to take on challenges, and clarify requirements. Managing and prioritising workloads to meet deadlines. Excellent interpersonal and communication skills both written and verbal.
Personal Requirements :
Self motivated and positive attitude Well presented Well spoken - English with a British accent Strong Attention to detail Approachable and customer-focused attitude. Organisational and time management skills Responsibilities Guest Communications Provide general guest support over the phone, text, and email. Handle payments for bookings, extensions, etc. Assist Team Leads and Managers. Manage booking platform calendars (Airbnb, Booking.com, Expedia, etc). Update maintenance and cleaning teams about issues or extra work. Carry out administrative tasks as needed. Assist in resolving guest-related issues and customer complaints. Up-sell stays (no cold calling). Meet KPIs set by management. Collaborate with internal teams to ensure seamless guest arrival and departures. Provide exceptional customer service and support to guests throughout the guests journey. The services to be provided by the Contractor may be reasonably varied by the company from time to time and may include further tasks which are within the scope of the services including tasks or assignments for subsidiary or group companies.
TECH REQUIREMENTS:
Wired internet with min. 30mbps speed, fibre preferred. PC/Laptop with Windows 10/Latest MAC OS. Processor: Min i3/Ryzen3 and higher. 8gb RAM minimum. Noise-cancelling headset. Android or IOS mobile phone for mobile apps. Must have Uncapped Wifi - with load shedding inverter, plus back up source Must have Inverter/generator for uninterrupted working during Load Shedding Hours of work Monday to Sundays Shift: 9am to 6 pm (UK time) (5 days on 2 days off) Monday to Sunday Shift : 12pm to 21pm UK time (5 days on 2 days off) Rotational or shifting schedules possible / as required