Guest Support Agent

General description of the job and responsibilities:


Guest Messaging
Help the guests with pre-booking enquiries as well as questions during their stay
Ensure friendly and high-class guest service;
Respond and anticipate the guests’ needs
Manage and resolve guests’ problems;
Identify and escalate priority issues, coordinating with different functions in the business
Ensure all practices are in line with published LMS training documents
Other tasks assigned by the duty manager

Guest Calls
Help guests find the property and/or the key safe, operate house appliances and organise additional services
Help troubleshoot problems with hot water, boilers, etc.
Help solve problems with cleaning and linen;
Help with over-bookings and relocations;
Ensure all practices are in line with published LMS training documents
Other tasks assigned by the duty manager

Reservations and Listings:
Manage and process Airbnb Bookings
Ensure all practices are in line with published LMS training documents
Other tasks assigned by the duty manager

Operational Support
First line of operational support out of business hours
Second line of operational support within business hours
Ensure all practices are in line with published LMS training documents
Other tasks assigned by the Duty manager


Language requirements:

Knowledge of English at level B2/C1 according to the Common European Framework of Reference for Languages (CEFR) levels to be proved by valid documents if required.


The EMPLOYEE reports to the Pass The Keys/ Operations and Service Delivery Manager/ Team Leader and to the Company General Management.



Who are we looking for

A Tech-savvy individual with a passion for Customer service
An experienced Airbnb user (as a Guest or a Host)
Someone able to work on a rota basis but be available ad hoc is required
Someone aligned with our values
* We Deliver What We Promise
* We Take Ownership
* Every Week A Better Company
* We Care
* We Don’t Waste Resources
* We Are Proactive

Rota
The individual applying for this role should be able to work on shift, starting from 6 am, 12 pm and 14,30 pm UK time. The shifts are between 6 and 8 hours