Train and manage the offshore Guest Experience (GEX) team to ensure fast, professional responses before, during, and after stays and deliver outstanding customer service to all our guests 24/7 365 days a year
Manage all external and internal listing data to ensure 100% accuracy across the portfolio, ensuring attention to detail and what is advertised to guests is what stacks up in reality
Oversee all guest reviews, supporting with guest issue resolution, ensuring a smooth experience for all guests and maintaining high review scores
Manage all distribution channels - ensuring seamless connectivity across Airbnb, Booking.com, VRBO, Marriott Homes & Villas, Google and our Direct channel
Resolve in-stay issues and property maintenance using our contractor network
Manage complaints through to resolution, balancing guest satisfaction with fair business judgement
Identify opportunities to add value to the guest’s stay, using the latest technology to provide modern hospitality solutions
Continually review our processes, gathering feedback from team members and guests with a view to improving our effectiveness and efficiency of service delivery
Raise and manage tasks within our internal task management software for housekeeping and maintenance issues
Assist in ensuring all housekeeping and maintenance requests are actioned promptly, tracking completion timelines
Support where needed in actioning maintenance tasks, calling out contractors detailed on our ‘Red Kite Contractors' list ensuring correct process is followed at all times
Support in stock management, including linen, cleaning products, and consumables
Monitor housekeeping schedules and assist with coverage planning
Work 1 weekend per month which involves leading our Operations Support - Guest Experience, Housekeeping, Owner Support & Maintenance. As a small business, this is a shared responsibility between team members to ensure quality service 365 days a year
Requirements:
3+ years experience within hospitality, property management, customer service or support
Experience with managing a team, experience in successfully managing a team remotely is an advantage
Familiarity with Breezeway, Hostaway, and booking platforms (Airbnb, VRBO, Booking.com) is an advantage
Highly organised with great attention to detail
Strong communicator who can liaise effectively with guests, housekeepers, and team members
Experience in a fast paced startup within the hospitality industry is an advantage
Problem solver who can think on their feet and resolve issues efficiently
