Operations Assistant

About the Company

Nestify is an established international property management company that operates in the United Kingdom, France, Ireland and the United Arab Emirates. The company is owned, driven, and managed by a group of passionate individuals and a team of highly skilled experts. The Company employs talented individuals from across the globe that drives the success of the business. The Company is the preferred ‘Airbnb’ rental management partner for many international property owners, providing a higher letting income for short-, medium- and long-term stays. As a tech-driven company, the Company provides a ‘round-the-clock’ contactless service, ensuring customers worldwide can enjoy the stay they deserve. From booking to check-out, housekeeping, and maintenance - Nestify, takes care of everything and ensures a seamless experience for all – Clients and Guests.

About the Position

The Operations Assistant provides support to the Operations Team Lead, focusing on guest support, maintenance coordination, and administrative tasks. This position ensures efficient communication between guests, contractors, and the operations team while maintaining high standards of service and process adherence.

Main Duties & Responsibilities

Guest Support Assistance:

• Address basic guest inquiries and resolve process-related cases.
• Escalate decision-requiring cases directly to the Operations Team Lead.

Maintenance Coordination (Weekend Priority):

• Prioritize urgent maintenance cases under the supervision of the Operations Team Lead.
• Review troubleshooting steps in PIN chats, ensure thorough completion, and escalate unresolved issues by creating maintenance tickets.
• Contact landlords for weekend maintenance issues (based on importance level).
• Communicate with contractors regarding maintenance issues.

Administrative and Communication Tasks:

• Communicate with platforms (e.g., Keynest) for closing or follow-up via email.
• Monitor PIN chat histories to ensure troubleshooting and guest concerns are properly addressed.
• Support in creating, updating, and following up on maintenance tickets (claims reported to Property Managers; maintenance directly managed by Ops Assistant).

Trustpilot Review Management:

• Weekly tracking of satisfied guests to send them the Trustpilot review template.
• Daily coordination with Guest Support to identify satisfied guests and send review templates in chat.
• Weekly calls to guests who left 5-star reviews to encourage Trustpilot reviews, informing them about discounts for their next stay as an incentive.

Invoice Review (Vision for Future Scope):

• Review invoices from contractors or cleaners for projects where the Operations Assistant was directly involved.
• Collaborate with the Operations Team Lead to develop training materials for invoice review.

Housekeeping Coordination:

• Act as a point of contact for housekeeping-related replacements or escalations in the absence of the Property Manager.

Qualifications, Knowledge & Work Experience

• Advanced level of competency in French (Advanced level - C1 or C2)
• Intermediate level of competency in English (Intermediate level - B1 or B2)
• Be technologically savvy – working with various software applications
• Strong 'administrative task' experience and 'attention to detail';
• Knowledge of booking platforms such as ‘Airbnb’ and ‘Booking.Com’;
• Preferably - Work experience having worked remotely
• A proven track record of working independently without the need to be closely managed

Working Days and Hours

• 5-day work week based on a rotational shift (Monday to Sunday)
• 2 days off per week
• Shifts: 9am to 6pm / 11am to 8pm/ 12pm to 9pm (France Time Zone)

What Nestify Offers

• A full-time freelance contract;
• Competitive remuneration package;
• Fully remote work in a global team;
• Generous annual leave;
• A Company culture that values loyalty, hard work, dedication, high performance, and work-life balance;
• An opportunity to grow in your career in terms of acquiring new skills and work experience;