Guest Relations Advisor

6 months ago

Liverpool, United Kingdom Host & Stay Full time

Are you passionate about customer service and looking for a new, exciting challenge? If you answered yes, then look no further, a role at Host & Stay is just what you are looking for.

As a Customer Relations Executive, you will spend each day working to capture the hearts of our guests. With a genuine passion for service and problem resolution you will be working within a team of people who thrive from making a positive difference. You will grasp every opportunity to make someone’s day, have a positive outlook, and love a reason to help others.

As a Guest Services Advisor you will work within a supportive team environment and handle all customer queries so you can support them, whatever their reason for contacting us may be. You will have the desire, drive and commitment to exceed our customers’ expectations and deliver an exceptional customer experience.

**To be considered for this role you MUST have**:

- The ability to present information confidently at all levels.
- Be an effective communicator with a professional & customer orientated approach.
- Excel at multi-tasking, organisation and time management.
- Great administrative skills
- Be computer literate and able to learn new digital platforms and systems quickly and effectively.
- Able to work at pace, manage workloads and to deadlines.
- Proven customer service experience would be desirable.
- Able to understand & approach difficult conversations in a diplomatic way
- Ability to empathise with the customer and understand their circumstances
- Ability to remain calm under pressure, especially during busy periods
- Be sales orientated.
- Be able to work a variety of shifts covering from 9am - 10pm working 5 days over 7

**And Day to Day?.. You will be responsible for**:

- Show your commitment to helping others by demonstrating a sincere personality and excellent communication skills.
- Look for ways to exceed customer expectations & always be willing to go the extra mile.
- Take ownership of problems and resolve them to the customers satisfaction.
- Deliver a fantastic customer experience in line with our values.
- Assist customers in making bookings or answering questions about their upcoming breaks.
- Provide support for customers whilst they are on holiday and when in need of assistance.
- Respond to customer reviews and put corrective measures in place.
- Negotiate with guests and owners on how to resolve issues.
- Update systems to maintain accurate records.
- Work collaboratively with other departments such as reservations, property management and managed services to resolve and investigate complaints.
- Take ownership of any problems and understand what a customer truly needs, then get to a resolution as quickly as possible, nothing should be too much trouble.
- Confidentiality deal with owner enquiries including invoicing, finances, performance and maintenance and compliance requirements without the need to escalate.
- Collaborate with the Onboarding team to transition new properties into the Owners team.
- Be proactive to address potential opportunities or issues and work with your line manager to improve the service.
- Provide the highest level of service, handling all customer inquiries or problems in a timely, courteous manner.
- Prepare, in a timely and professional manner reports as requested by your Line Manager.
- Handle complaints, for example if guests are having frequent parties at the property and the neighbour complains about it, it will be the Customer Experience Executive who will deal with it.
- Property managers may have to handle emergency situations, so you should also be aware of the safety precautions taken at the property.
- Be flexible to perform other duties, as and when required to ensure the smooth running of the organisation and to meet the needs of the business.

**Who is Host & Stay?**
Host & Stay is based in Saltburn-by-the-sea and provides full service holiday home property management to over 1000 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age old industry.

Our vision is simple, to help property owners maximise their income, maximise their returns, and reduce their fees and their hassle. We’re on a mission to make the UK one of the most popular, guest centric holiday destinations in the world - but not at the expense of holiday homeowners paying high management fees and seeing very little, if any return on their investments. We want our customers and communities to succeed and thrive.

Our offices are more than just the space we work in. We encourage inspiration, creativity, and productivity in a relaxed and comfortable environment. We’re looking for people who are travelling in the same direction when it comes to the way we work, live our values, and deliver our services. We have ambitious plans for further growth and impact, and we need the right people to take this leap with us. It may be challenging at times, but you

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