Job Reference: 23673/15
Job Duration:
Start date: ASAP
Description:
Doyou work in Guest Experience? Do you want to work with on the leading accommodation companies? Then this role is for you! We have an exciting opportunity for a Guest Experience Executive to join our award-winning client who are one of the leaders in the luxury home accommodation business.
The Job:
The Guest Experience Executive will play a leading role in their London Teamand will be instrumental in our growth plans. The London Team operates short term rentals on behalf of property owners and delivers 5-star guest stays in over 300 homes across the city, including our flagship aparthotel, 3 Sloane Gardens. The Guest Experience Executive will support the Operations Director and the wider the London Team in delivering a seamless guest experience through ensuring our homes are guest-ready to the highest standard and in impeccable condition for a returning property owner.
Weare looking for a genuine self-starter who has the ability, potential, and a thirst to learn and grow as the company does. Therole would best suit someone with a minimum of 2 years' experience in customer service, ideally within leisure and hospitality.Responsibilities:
* Consistently delivering 5-star service - Effectively deliver and promote consistently high levels ofcustomer service ensuring the guest experience in all areas of the customer journey is seamless
* Communicating and building exceptional guest relationships - Responding quickly and swiftly to guest enquiries and dealing professionally with any queries or problems promptly and efficiently, ensuring accurate reporting and timely follow up, and building good and positive relationships with guests
* Consistently achieving 5-star guest feedback - Owning the guest feedback process, ensuring maximum number ofreviews are received and are responded to, and our customer ratings are maintained and continuously improved
* Continuous improvement - Proactively identify improvements beneficial to our guests and the Team and be part of the delivery of any initiatives implemented
* Customer data excellence - Understand our customer data deeply, be able to report on trends and related solutions and maintain our data accurately on all our systems
* Supporting and managing logistical operations - From a guest perspective, support the managing of end-to-end logistical operations such as cleaning, linens, check-ins/outs, ensuring a seamless guest experience
* Supporting the maintenance and upkeep of our homes - From a guest perspective, support the team in resolving any maintenance issues to the satisfaction of our guests
* Personal development - Participate in any personal development and training that is identified to help you carry out your role more effectively, as well as delivering any team training within yourareas of expertise as and when required.
* Values and Behaviours - Uphold, safeguard and promote our values and behaviours atall times
* Policies and procedures - Have good working knowledge of our policies and procedures and ensure yourself and yourteam work within them at all times
* Legal and regulatory - Maintain records in line with current legislation, in particularGDPR, AML and Health and Safety
* Travel - You must be comfortable with travelling across London, visiting sites. It is your responsibility to ensure that all guests and homes are well maintained and serviced (including essential stays). Many days will be working on site as we operate a 7-day business, and it is important we adhere to government standards such as PPE and personalhygiene measures.
What we are looking for:
As a young company, you will have the freedom to drive continuous improvementsin how we operate - and we genuinely want you to drive improvements and take the lead, not just take direction.
Applicants should be adaptable, flexible and proactive in developing their own skills and capabilities.
You should love the idea of supporting a team while also being able to work independently. As a small business you will also have a key role to play as a team member in helping us ensure all our customers have a positive and seamless experience.
You must enjoy interacting with customers and partners, demonstrate excellent attention to detail, and be able to multi-task. You will often be the face (digitally, written, and in person) of the company and must be comfortable and confident this role.
Experience:
* Someone with experience in the hospitality and leisure industry, who sees their future career in hospitality operations in a holiday rental market orproperty management company
* Someone who wants to develop their customer service, operational and logistical skills in a hospitality environment
* Someone who thrives under pressure and with constantly changing dynamics
* A people person who thriveson working with others and loves building personal connections that drive growth
* Someone who is organised and detail orientated
* Someone who has strong written, verbal and interpersonal skills who's energetic and focused
* Someone who has a strong desire to expand and acquire new skills
Package:
* An exciting and fast-paced environment with lots of development andgrowth opportunities
* Friendly team and regular socials together
* Informal ongoing development and training on key business skills, such as project management
* 25 days holiday plus the flexibility to buy or sell 5 days more
* Flexible and remoteworking options (including sabbaticals)
* Discretionary bonus scheme
* Cycle to Work Scheme
* Discounts for you and yourfamily and friends on our homes
* Rewards for introducing new customers and team members
Interested:
If you would like to apply for the above position, please click below or call Helen on 02038879444
Industry: Travel and Tourism
Salary: £22000 - £26000 per annum
Salary Benefits:
Vacancy Type: Permanent
Job Skills: -
Contact Name: Crawley Team
Website: -
Direct Application URL: -