Guest Care Executive

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Host & Stay

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

🏨 Hospitality

Consulting • Logistics • Hospitality

Host & Stay is a family-run, award-winning holiday let management company, focused on providing guests with excellent short term rental accommodations while offering property owners hassle-free management services. They specialize in holiday accommodation, vacation rentals, and serviced accommodations, aiming to enhance both guest experiences and owner satisfaction.

📋 Description

• Help customers book their holidays and provide required information from booking through departure • Support customers during their holidays when issues arise • Investigate and resolve customer complaints • Handle customer queries through telephone, email, live chat, and social media • Take high volumes of inbound calls and make outbound calls • Deliver exceptional customer experiences and exceed customer expectations • Work within a supportive team environment • Use digital platforms and systems to manage customer service activities

🎯 Requirements

• Fluent English • Proficient English writing skills • Excellent written and verbal English skills • Ability to present information confidently at all levels • Confidence on the telephone • Previous experience in a customer service role • Call centre experience desirable • Ability to multitask, organise, and manage time effectively • Strong administrative skills • Computer literacy and ability to learn new digital platforms and systems quickly • Ability to empathise with customers and understand their circumstances • Ability to remain calm under pressure, especially during busy periods • Personable • Strong decision-making skills • Strong customer service background • Experience dealing with complaints and resolution over the phone and email • Confidence making outbound calls • Familiarity with Microsoft Word, Microsoft Excel, Outlook email and Calendar, and project management software such as Trello • Familiarity with Guesty, Breezeway, and FixFlo desirable but not essential • Availability to work 37.5 hours per week, 5 days over 7 including weekends, across varied daytime and nighttime hours in UK time

🏖️ Benefits

• 26 bonus days per year (holidays prorated depending upon employment start date) • Additional holiday entitlement increases with service length • 13th Month pay • Remote work arrangement