Guest Experience Coordinator – Evening Shift

1 week ago

City of Edinburgh, United Kingdom Joivy Full time

Guest Experience Coordinator – Evening Shift (Part-time) - (f, m, x) Ensuring guests and landlords have the best possible experience and our property portfolio operates smoothly. This role is split between office-based work in our HQ and out and about across our portfolio throughout Edinburgh. The ideal candidate will have excellent communication skills (spoken and written), customer service skills and experience working in a fast-paced office environment. Key Responsibilities Answering inbound calls from guests, clients and contractors Triaging issues and inbound requests Replying to messages by email and messaging from guests (on ENSO), clients and contractors Using online tools to manage reservations, calendars and property details Taking messages and booking callbacks with other team members Performing reservation changes (cancellations, extensions) working on Airbnb account and Booking.com extranet and similar tools Working with the B2B team for corporate bookings Working with the Maintenance team to report, schedule and monitor repairs and renovations Any other adhoc work throughout the Edinburgh operations as required When required, perform duties in support of the broader team’s operations, including but not limited to: Dealing with invoice requests from the finance department Ordering consumables and performing stock‑take as needed; replacing broken and faulty items in our properties Scheduling cleaning, checking auto tasks, recording Owner cleans on airtable Checking key returns (keynest and office pick up) Carrying out property inspections Completing inventories, check‑outs and inspections of long‑term rentals Conducting meet and greets and coordinating guest check‑ins/outs Maintaining guides and manuals for properties Maintaining the office, controlling stock and supplies, and light reception work Required Skills And Qualifications You have experience in hospitality or customer service You are a problem‑solver and self‑driven to provide outstanding customer service You are fluent in English (C1 level, written and spoken) - additional languages are a plus Terms & Conditions Evening shift (6pm to 11pm), 20‑30 hours per week This role is based at our Grove House Hotel facility in Edinburgh £12.21 per hour, to be increased from 2026 33 days including Bank Holidays full‑time equivalent, pro‑rata based on actual contracted weekly hours Pension contributions #J-18808-Ljbffr

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