VA - Guest Relations Advisor

Are you passionate about customer service and looking for a new, exciting challenge? If you answered yes, then look no further, a role at Host & Stay is just what you are looking for.

We are a UK-based Holiday Home Management company with over 1000 properties under management, and plans to have 5,000 properties under management by 2026.

As an Advisor within the Customer Experience Team, you will spend each day working to capture the hearts of our guests. With a genuine passion for service and problem resolution you will be working within a team of people who thrive from making a positive difference. You will grasp every opportunity to make someone’s day, have a positive outlook, and love a reason to help others.

You will help our customers book their holidays, providing them with all the information they need from the time of booking right up to when they go on holiday. You will continue to support them if something isn’t quite right whilst they are on holiday, along with investigating and resolving customer complaints. You will do this through multiple channels including telephone, email, live chat and social media.

As a Guest Services Advisor you will work within a supportive team environment and handle all customer queries so you can support them, whatever their reason for contacting us may be. You will have the desire, drive and commitment to exceed our customers’ expectations and deliver an exceptional customer experience.

To be considered for this role you MUST have:

* You must speak fluent English.

* You must also have a strong understanding of written English and be confident in your written communication to be successful in this role.

* Weekend Availability

* The ability to present information confidently at all levels.

* Be an effective communicator with a professional & customer orientated approach.

* Be confident to liaise with colleagues and customers over the phone and on e-mail.

* Excel at multi-tasking, organisation and time management.

* Great administrative skills

* Be computer literate and able to learn new digital platforms and systems quickly and effectively.

* Able to work at pace, manage workloads and to deadlines.

* Ability to remain calm and professional under pressure

* Proven customer service experience would be desirable.

* Able to understand & approach difficult conversations in a diplomatic way

* Ability to empathise with the customer and understand their circumstances

* Ability to remain calm under pressure, especially during busy periods

* Be sales orientated.

* Be able to work a variety of shifts covering working 5 days over 7