Guest Relations Executive

3 weeks ago

Remote, United Kingdom Veeve Full time

**Guest Relations Executive, Guest Relations - London**

About the role:
The Guest Relations Executives roles are key to the relationship Veeve has with its guests, and their overall customer experience. The role has one key goal; to meet and exceed the expectations the guest has for their stay by delivering exceptional customer service at every point on the customer journey. A great Guest Relations Executive requires strong emotional intelligence, organization, and a genuine desire to put the customer at the heart of everything they do.

The role is responsible for understanding guest needs and proactively helping to manage their stay, this includes 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. Our goal is for all guests who stay with us to become repeat customers and actively promote Veeve after they check-out. As a team we are the main point of contact the guest has with Veeve, so how they feel about the company will be based largely on their interactions with us.

This role is ideal for someone who is interested in Property Management or the tourism industry, with a desire to learn more about Customer Relations.

**Key responsibilities**:
**Customer service**
- Helping with queries ranging from specific advice or information about the area, to transport and experiences in London, as well as property-related questions or requests
- Advising guests about the additional services we offer; booking services; processing payment
- Handle any concerns: either reported by a guest directly, or follow-up on feedback from our guest surveys
- First-line response to complaints: from time to time, things can go wrong and, if a complaint is made - either formally or informally - the Guest Relations Executives will manage it in the first instance, making sure all relevant information is noted and passed to senior team members.
- Help arranging gifts, surprises and experiences for return guests, special occasions pr guests a high-value bookings
- Carry out in-person meet and greets for high-value bookings and corporate stays, or to cover if we do not have a Greeter available; meet the guest at the property; carry out final property and vetting checks

**Administration**
- Processing booking requests, shortenings, extensions, and relocations; checking pricing; sending out guest and host booking confirmations
- Keeping records updated with all guest communication and notes
- Run daily reports for upcoming arrivals and follow up on any outstanding paperwork, ID checks, or other guest-vetting
- Carry out guest vetting checks; reviews; information provided from the guest; our vetting partner flagging any bookings which have a higher risk-score based on our vetting matrix
- Managing the check-in schedule: confirm guest time of arrival - as far in advance as possible - and schedule one of our Greeters to meet them at the property; during busier periods it takes organisation to manage several check-ins and greeters each day

**Problem-solving**
- Issue qualification: when a problem is reported, the team is responsible for qualifying it thoroughly by asking questions to fully comprehend what the problem is, so that the correct next steps can be taken (i.e.., not simply taking a message); it’s important that our Guest Relations Executives have the curiosity and desire to get to the bottom of problems so that they can be solved most efficiently
- We have an in-house Property Management & Maintenance team, but the Guest Relations team are responsible for ‘first-line resolutions’; this means that the team will walk the guest through troubleshooting; actions the guest can take themselves to resolve the issue - our Guest Relations Executives do not need to be property maintenance experts, but will need to learn to understand and communicate to a competent level on these issues
- Where a problem cannot be resolved by first-line troubleshooting, the Guest Relations Executive will raise a ticket with all the details they have obtained during qualification, together with the details of troubleshooting already attempted / completed
- Once the issue is passed over, the Property Management team will usually be in direct communication with the guest, the Guest Relations team will also continue to check-in with the guest and make sure they are happy with how the issue is being handled; most problems are solved within hours / 1-2 days, but some problems can take longer
- As well as maintenance issues, sometimes there can be other issues during a stay: a breach of contract or other complaint, either from the guest or about the guest, and the Guest Relations Executives are also responsible for handing these and helping the Senior Manager decide on a resolution for the guests, including if compensation is due and how much

**General**
- Although you will have your own duties and will be expected to work autonomously much o

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