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Guest Experience Advocate

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

Australia

Offer summary

Qualifications:

Minimum 2 years in customer support, Experience in Airbnb or short-term rental, Excellent verbal and written communication, Strong problem-solving abilities, Technologically proficient and resilient.

Key responsabilities:

Provide exceptional guest support via chat, email, phone.
Proactively resolve guest issues and needs.
Collaborate with teams for improved guest service.
Ensure a 'white glove' approach in all interactions.
Follow up to ensure guest satisfaction.

BruntWork Human Resources, Staffing & Recruiting SME https://www.bruntworkcareers.co/

501 - 1000 Employees

See more BruntWork offers

Job description

This is a remote position.

Schedule:

Full-time
40 hours per week or 8 hours per day
Monday - Friday
Training for 2 weeks - 9:00 AM - 6PM (Sydney Time)
Schedule: to be determined after the training - Rotating shift, meaning morning, midday and/or evening

Client location or time zone: NSW, Australia

Company/client overview: The client is a leading Australian short-term property management rental company.

Job Description:

As a Guest Experience Advocate, you are instrumental in shaping the experiences of our guests and driving positive reviews across all platforms. Your pivotal role

revolves around ensuring our guests enjoy a delightful stay while promptly addressing and resolving any issues that may arise. Your responsibilities include actively tackling challenges during a guest's stay, showcasing outstanding problem-solving skills, and actively contributing to the ongoing enhancement of overall guest experiences.

Responsibilities:

Exceptional guest support

Provide an elevated guest service experience through live chat, email, and phone interactions.
Promptly answering calls, emails, and live chats to address guest concerns.
Ensure a 'white glove' approach to meet and exceed guest expectations.
Support guests throughout their entire booking journey, from booking to post check-out.

Issue Resolution

Take a proactive stance in addressing issues, anticipating guest needs, and preventing escalations.
Utilize strong problem-solving skills to identify and implement efficient and satisfactory resolutions.
Provide clear and concise information regarding next steps and resolutions.
Actively follow up with guests to ensure satisfaction and close the loop on resolved issues.

Collaboration

Work collaboratively with cross-functional teams to ensure a coordinated approach to providing exceptional guest support.
Share insights and contribute to the continuous improvement of processes.

Requirements

Minimum 2 years in a customer support or guest service role
Background in Airbnb or short-term rental is a must.
Excellent verbal and written communication and a high proficiency in English
Strong problem-solving abilities and a proactive mindset
You’re very comfortable with using technology and digital systems
You’re resilient - stress doesn’t stress you out.
Ability to adapt to changing environments and varying guest needs, showcasing flexibility in handling different situations.
Strong internet connection and fast speed and appropriate working from home space
Additional consideration will be given if you have prior experience in the short-term rental industry or property management, demonstrating familiarity with related processes and dynamics.
COMFORTABLE WORKING ON A ROTATING SHIFT AND HAVING NON-CONSECUTIVE DAYS OFF WHICH MAY HAPPEN ONCE IN A WHILE