Guest Experience Specialist

2 weeks ago

London, United Kingdom Houst Full time

Step into the heart of Houst, where we're transforming homes into global hosting sensations With a remarkable £115,000,000 earned by hosts and a footprint in 20+ cities worldwide, our story is just beginning

Join our Guest Experience Team and be the voice of excellence. Fast-paced? We thrive on it Be organized, multitask like a pro, and prioritize like a champ. Ready for a career where every interaction is a chance to create hosting magic?

Join us at Houst - where extraordinary is the standard

Roles and Responsibilities
- Handle inbound messaging, ensuring guests' concerns are heard and addressed.
- Engage with guests through both inbound and outbound calls, diligently following up on requests and inquiries.
- Transform customer complaints into resolutions with timely, professional, and adept problem-solving.
- Serve as a trusted source of current and accurate information on Houst’s properties, policies, and procedures.
- Efficiently oversee reservations and bookings via our platforms for a seamless booking experience.
- Maintain comprehensive records of all customer interactions in the company’s CRM system.
- Display flexibility and a can-do attitude toward diverse tasks.

**Requirements**:

- Fluent or with business proficiency in English.
- Exceptional telephone manners, customer service, active listening and verbal, and written communication skills.
- Proficient in computer usage, particularly with CRM software.
- Strong multitasking and time management abilities.
- Proven problem-solving skills and the capacity to handle challenging customer interactions.
- Knowledge of the Airbnb platform and hospitality industry is beneficial (Desirable).

**Benefits**

Culture

Enviable company culture - we’ve put time into getting our work culture just right. Regular team social events Company-wide recognition of outstanding work Opportunities to innovate Lots of snacks and treats provided by the company (in the office) ‍
- ️ Wellbeing

Dedicated to employee wellbeing Wellbeing hub with virtual fitness, nutrition, yoga, meditation and talking therapy classes Betterhelp coverage for mental health support Dedicated employee well-being meetings

**Benefits**:

- 33 paid holiday days (including public holidays)
- An extra day off for your birthday - because who wants to work on their birthday?
- Employee discounts - at heaps of restaurants, shops, gym memberships, cinema tickets and more
- Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in
- Pension - We provide a pension scheme for all permanent employees MacBook - for business use

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