Guest Services Coordinator

About Us:
Frankie Says UK is a leading player in the serviced apartments industry, offering a unique and personalized experience to our guests. We take pride in providing exceptional service and creating memorable stays for our guests. We are looking for a dedicated and customer-oriented Guest Services Coordinator to join our team and help us maintain our reputation for excellence.

Job Description:
As a Guest Services Coordinator at Frankie Says, you will be responsible for ensuring that our guests have a seamless and enjoyable experience during their stay. You will be the primary point of contact for our guests and will play a crucial role in delivering outstanding service.

Key Responsibilities:

Inbox Management:

Our PMS uses a unified inbox system where all the messages are received from all various channels such Airbnb, ---------- , Expedia, direct bookings, etc. Therefore, it will be your responsibility to efficiently manage all the guest inquiries, requests, and reservations via email and other communication channels.

Ensure timely and courteous responses to guest queries, resolving issues and providing necessary information.



Additional Guest Services:

Anticipate and fulfil guest needs to enhance their overall experience.

Coordinate and arrange special services, amenities, and requests for guests, such as late check outs, early check-ins, additional linen / towels, airport transfers, room upgrades, or special occasions.

Guest Liaison:

Act as a liaison between guests and the relevant team to ensure a smooth stay

Communicating and delegating some of the enquiries to the relevant department (i.e., Reservations, Operations)

Address guest concerns and complaints promptly and professionally, seeking solutions to ensure guest satisfaction.

Getting & Replying to Reviews:

Monitor online review platforms and social media channels to track guest feedback and reviews.

Craft thoughtful and genuine responses to guest reviews, both positive and negative, to maintain our online reputation.

Qualifications:

Previous experience in the hospitality or serviced apartments industry is preferred.
Excellent communication and interpersonal skills.
Strong organizational and multitasking abilities.
Proficiency in using email and reservation management software.
A passion for providing exceptional customer service.
Ability to work independently and as part of a team.


Benefits:

Competitive salary.
Opportunities for career growth within the company.
Training and development programs.
Employee discounts and perks.

At ---------- , we are committed to creating a diverse and inclusive workplace. We welcome applicants of all backgrounds and experiences.

Join us in providing unforgettable experiences to our guests and being a part of the ---------- family!