Guest Service Assistant and Social Media Manager

***Please do not apply if you do not have any experience in the relevant field as mentioned in the job description. You will be working with direct clients and not the agency.***

JOB TITLE
Guest Service Assistant and Social Media Manager

JOB OVERVIEW
We are looking for an experienced Guest Service Assistant to support our UK clients with the day-to-day operations of their serviced accommodation business and communication with the guests staying in their properties. The role will involve responding to messages/emails, answering the phone, and other administrative tasks.

THE COMPANY
Property Malak Ltd is a well-established real estate and short stay accommodation business, with its head office in Leicester. The business operates a portfolio serviced houses and luxury serviced apartments.
Please feel free to visit: ---------- for more information.

DUTIES AND RESPONSIBILITIES
• Answer customer service emails and phone calls
• Organise correspondence and answer emails
• Data entry
• Deal with guest bookings, reservations, check in and check out
• Ensure customer satisfaction and maintain professional customer support
• Make sure that all guests’ needs and expectations are met throughout their stay
• Write and send client invoices
• Appointment setting & arranging meetings
• Operate booking system
• Ensure visibility of properties across various online channels like ---------- Silverdoor, SITU, Apartment Service Network and
AirBnB
• CRM management (experience with Tokeet is desirable)
• Travel arrangement and planning
• Send out monthly newsletters
• Other ad hoc duties as and when required
• Online shopping
• Manage and organize files
• Graphic design for social media posts
• Create and schedule social media content
• Respond and manage comments and messages on social media
• Social media engagement
• Facebook group management
• Facebook Paid Ads
• Create Facebook Reels and Stories

SYSTEMS AND TOOLS
Must have experience with the following:
• Airbnb / Vrbo / ----------
• Xero
• Tokeet
• Facebook Paid Ads
• Knowledge of Google Sheet/Excel
• Any video editing software to create Reels and Stories
• Project management software (Asana, Trello etc.)
• Kajabi
• Active Campaign
• ClickFunnels

QUALIFICATIONS
• Proven experience as a Guest Service Virtual Assistant (minimum 2 years). *Previous experience within the hotel, or hospitality industry is a huge bonus
• At least 1-year proven experience as a Virtual Assistant
• Excellent written and verbal communication skills
• Passion for delivering excellent customer service
• Strong interpersonal skills and ability to build rapport with guests
• Problem-solving skills and the ability to handle guests’ complaints and resolve issues effectively
• Proficiency in using CRM systems, and other relevant tools
• Proficiency in MS Office (MS Excel and MS PowerPoint, in particular)
• Proficiency with cloud-based platforms such as Google Docs, Google Sheets, Zoom, and other remote tea ---------- ssaging apps
• Ability to use Canva/Photoshop to create stunning graphic designs
• Excellent time management skills and the ability to prioritise work
• Attention to detail and problem-solving skills
• Ability to work independently and collaboratively in a team environment
• Ability to multitask, prioritise, and manage time effectively
• Proactive attitude
• Ability to work with minimum supervision
• Able to work in the UK Timezone
• Reliable, high speed internet connection

WORKING HOURS (UK Time)
30 hours per week with Monday and Tuesday rest days, We require somebody who is able to work in the UK Timezone.

HOW TO APPLY
Send an email to ---------- with a message requesting access to the application form with ”Home Away From Home” in the email subject line.

Good luck, and we look forward to hearing from you!