Guest Relations Associate at Officium (BPO) UK Ltd

Job Description:

Officium is seeking a highly organized and proactive Service Accommodation Guest Manager to oversee and manage the daily operations of our accommodation services. The ideal candidate will ensure excellent guest experiences, coordinate with cleaning and maintenance teams, conduct competitor analysis, and manage promotional activities through social media. This role is crucial for maintaining high standards of service, optimizing listing content, and increasing occupancy rates.

Guest Communication & Management:

• Handle guest inquiries, reservations, and complaints in a timely and professional manner.
• Manage guest check-in and check-out processes, ensuring smooth transitions for all guests.
• Maintain high levels of customer service and hospitality.

Coordination with Cleaners & Maintenance:

• Oversee the scheduling and coordination of cleaning services between guests.
• Communicate and coordinate with maintenance staff to resolve issues promptly.
• Ensure properties are well-maintained, clean, and fully operational at all times.
• Coordinate with cleaning teams via Guesty and WhatsApp to ensure smooth operational quality checks of the property

Competitor Analysis:

• Regularly research and analyze competitor listings, pricing strategies, and promotional tactics.
• Recommend improvements and adjustments to stay competitive in the market.

Social Media Promotion & Engagement:

• Create and schedule engaging social media content to promote the accommodation properties.
• Manage social media accounts, including responding to comments and messages.
• Monitor the performance of posts and campaigns, adjusting strategies as needed.

Listing Management:

• Regularly update listing descriptions, pricing, and availability on all platforms.
• Ensure that photos and descriptions accurately represent the property.
• Optimize listings to improve visibility and conversion rates.

Reporting & Analysis:

• Provide regular reports on occupancy, guest satisfaction, and performance of promotional activities.
• Analyze guest feedback and make recommendations for service improvements.
  

Qualification:

• Excellent communication and interpersonal skills, both written and verbal.
• Previous experience in service accommodation, guest services, or property management is preferred.
• Strong organizational skills with the ability to prioritize and manage multiple tasks effectively.
• Strong interpersonal skills with the ability to build rapport with guests
• Proficiency in using WhatsApp and other communication platforms for coordination.
• Experience with booking.com and/or Airbnb.com and Guesty a plus.
• Experience with social media platforms and basic marketing skills.
• Detail-oriented with strong organizational and time management abilities.
• Ability to multitask and prioritize tasks effectively in a fast-paced environment.
• A positive and enthusiastic attitude with a dedication to exceeding guest expectations.
• Flexibility to work during varying hours.
• Has internet speed minimum of 25 mbps
• Has a quality laptop to use