Guest Experience Executive

What’s Red Kite?
Red Kite is a boutique Airbnb/holiday let management company operating in the beautiful rolling hills of the Cotswolds UK. We saw an opportunity to bring a fresh, modern and technology driven service to holiday letting. Our aim is very simple:
1) Deliver outstanding service to guests and owners
2) Grow organically with quality (not quantity) homes and
3) Use technology and personality to set us apart from the competition
We have big plans to shake up the industry and expand our service to all inspiring homes and places throughout the UK. We have 50 wonderful homes under management and are looking to grow this to 100 in 2024.
We are hiring a Guest Experience Executive to help deliver a fantastic guest experience within our Guest Support function and help to respond to guest messages, cover the emergency phone line and help improve property listings. This is a fast paced and autonomous role, balancing 24/7 365 day support with empathy, care and operational rigour.
The role of Guest Experience Executive
Role / duties:
Answer phone, emails, texts, and chats in a clear and timely manner assisting guests before, during, and after their stay
Cover the emergency phone line, answering within the first call and managing solutions remotely using our data and knowledge base
Manage all distribution channels - ensuring seamless connectivity across Airbnb, Upgrade to see actual info, VRBO, Marriott Homes & Villas, Google and our Direct channel.
Resolve in-stay issues and property maintenance using our contractor network.
Improving listings on our booking sites to ensure 100?curacy across the portfolio, ensuring that what is advertised to guests stacks up in reality
Optimise and improve listings to help engage and convert guests
Skills / Requirements:
Good written and verbal English communication
Excellent customer service skills
Keen problem solver in an ambiguous environment
Able to work with little to no direction
Ability to work under pressure, prioritising where necessary
Capable of keeping calm when under pressure
Excellent capacity to retain new knowledge
Comfortable with using different tech systems
Proactive, self starter who takes pride in their work
Able to own your own area and able to handover effectively
Positive approach to life and work - we are a “can-do” team
Desirable Skills:
Experience and understanding of the holiday rental / leisure industry
Experience of working within startups / fast paced environment
Customer support experience, especially within the leisure industry or for a start up
Can identify areas for improvement and provide solutions to improve processes
Knowledge or previous experience with the systems we use internally including; Hostaway, Breezeaway, Airbnb, Upgrade to see actual info, Slack and WhatsApp
Technical Requirements:
Internet speed minimum 30mbps
i5 8th Gen or higher
Windows 10 / MacOS Catalina or higher
Minimum of 8 GB RAM
Private and quiet dedicated home office area (no roosters, dogs, children's noises in the background)
Back-ups in case of power or internet provider interruptions
Hours:
You would need to be able to work flexible hours including WEEKENDS. We will create rotating shifts to ensure weekend cover throughout the team.
We are looking for individuals with a strong work ethic and show up to work on time.
Core hours would be:
1am - 10am UK Time
8am - 5pm Local Time (Philippines)