Guest Experience
4 days ago
This is a remote position.
Job HighlightsContract: Independent Contractor
Schedule: Monday - Friday between 9am - 5pm (20 hours per week, 4 hours per day), UK Time
About Us
The Company offers premium short-term rental properties across the UK, providing guests with a seamless, memorable experience from booking to check-out. We pride ourselves on high-quality service, fast communication, and attention to detail — ensuring every guest feels right at home.
Role Overview
We are seeking a proactive, detail-oriented Guest Experience & Operations Coordinator to manage guest communications, support smooth check-ins, and coordinate operations between guests, cleaning, and maintenance teams. This role is vital in maintaining our high standards of hospitality, ensuring every stay is a positive one while protecting the quality of our properties.
Key Responsibilities Guest Communication
- Respond promptly to guest inquiries and booking questions across all platforms (email, booking platforms, phone, etc.)
- Send timely check-in instructions, property guides, and arrival reminders.
- Handle special requests and proactively communicate updates with guests and management.
- Monitor guest arrivals to ensure smooth and timely check-ins.
- Provide real-time assistance for property-related issues or questions during guest stays.
- Liaise with management to resolve cleaning or maintenance issues efficiently and professionally.
- Address guest complaints with professionalism, empathy, and a solutions-focused approach.
- Confirm solutions with management and offer refunds or compensation when appropriate.
- Escalate urgent or complex cases promptly to management for resolution.
- Thank guests, request reviews, and encourage repeat bookings.
- Report damages, missing items, or incidents to the operations team for follow-up.
- Update booking calendars and property management systems (PMS).
- Communicate with cleaning, maintenance, and service providers to uphold property standards.
- Track and analyze guest feedback to identify trends and improve service quality.
- Previous experience in hospitality, property management, or guest services preferred.
- Excellent written and verbal communication skills in English.
- Strong problem-solving skills with a customer-first mindset.
- Ability to work independently, manage multiple tasks, and stay calm under press
- Permanent work from home
- Immediate hiring
- Steady freelance job
ZR_27353_JOB
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