Guest Relations Executive

6 months ago

London, United Kingdom Veeve Full time

**Role**: Guest Relations Executive - Up-Scale Short-Term Rentals

**Contract Type**:Maternity cover (Initially 9-months, up-to 12 months)

**Contract Shifts**: 3 Shifts per week (30 hours, OT Possible)

Working Hours: 8am - 7pm (including weekends)

**Location**: London, Victoria (Hybrid 2-days in office)

**Salary**: £13.50 phr

**Benefits**: Perk-Box, Medicash, Life assurance (after successful probation)

**About Veeve**

Veeve is a full-management short-and-medium term accommodation provider, specialising in letting out great quality primary and second homes, with a comprehensive high-touch service offering for both guests and hosts.
- _For Hosts “Our mission is simple: to make renting out your home while you are away as effortless as possible, allowing you to unwind on holiday while we take care of everything at home.”_
- _For Guest’s travelling to London and Paris we offer a unique collection of beautiful homes to rent for short stays with a quality-controlled upscale hospitality experience_
- _For Employee’s Veeve will make a rewarding and fun place to work, and create value for our shareholders_

Veeve as a growing business has all familiar challenges you would expect to experience working in a start-up or scale
- up environment; as well as being challenging, this can also be exciting and incredibly rewarding, but it’s not for everyone. As we mature as a business, our systems and processes have evolved and continue to be fine-tuned, and there is plenty of opportunity for input in how we shape ourselves going forward. Hard work is rewarded and there are numerous examples of internal promotions and significant career growth.

**About the role**:
Guest Relations team also work closely with the Field based and Greeter teams to manage all in person interactions with the guest during their stay. The role has one key goal; to meet and exceed the expectations by delivering exceptional customer service for the Guest at every point on the customer journey. A great Guest Relations Executive requires strong emotional intelligence, organisation, and a genuine desire to put the customer at the heart of everything they do. _(Communication, Communication, communication)_

The Guest Relations Executives work together as a team to manage the guest relationship for all stays. We are looking for an Executive to join our team three days a week (8am - 7pm) for 9 months maternity cover. You will also be offered the chance to work overtime to cover annual leave and in our busy seasons (mid-December to mid-January,

April and June to September). You will be expected to two days week in our London office with the other days working from home, this may change from time to time.

This role is ideal for someone who is interested in Property Management or the tourism industry.

**Key responsibilities**:

- 5-Star Guest Experience: You would be responsible for the delivery of entire guest experience post sale, from pre-arrival communication to post-departure reviews and follow-up. The teams goal is to ensure that all guests have a seamless and enjoyable 5-Star stays. This includes proactively understanding guest needs and helping to manage their stay, including arranging their check-ins, suggesting, and processing additional services and dealing with any issues that may arise during their stay in an empathetic and timely way
- Troubleshooting: You will be the ultimate practical problem solver, being prepared for emergencies and handling crises swiftly and efficiently, such guest and property related incidents at the last minute, is a vital aspect of the role.
- Dispute Resolution: Supporting the Senior Guest Relations Executives with guest issues and complaints. Taking the initial information from guests, working closely with other teams to help find a solution or agreeing compensation if appropriate.
- Guest Feedback and Improvement: Collecting, analysing and responding to guest feedback. This is essential to identify areas of improvement. Sharing this feedback internally to make sure the necessary changes are implemented to improve in the guest services delivery and to maintain a high level of guest satisfaction.
- Supplier, Partner and Contractor Administration: Building and maintaining relationships with suppliers,Partners and contractors to ensure timely and quality service delivery is necessary.
- Upselling and Cross-Selling: Identifying opportunities to upsell additional services or amenities to enhance the guest experience and generate additional revenue.
- Client and Property Management: As a Guest Services Executive, you'll need to communicate and work closely with the other departments to ensure that ‘Operational Excellence’ is delivered, these includes Account and Property Manager, Core Operations, Housekeeping, Maintenance and Finance, thus ensuring that the properties are always well-maintained and presented to the highest standards.

**General**
- Although you will have your own duties and will be ex

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