Guest Experience Assistant Manager

Our Group
Joivy is the first comprehensive residential platform in Europe to offer a wide range of living spaces to its users - coliving, microliving, vacation, student housing, multifamily e coworking - and to support property owners and investors with a complete range of services to enhance their real estate assets: property management, asset management, and marketing strategy. Joivy counts 450 employees (32yo average age & more than 30 countries of origin), 21 offices across Europe, 50 destinations, and 6 countries (Italy, Spain, France, Portugal, UK, and Bulgaria)

Joivy gathers the unique experience of DoveVivo, DoveVivo Campus, ALTIDO, Chez-Nestor and Open with the aim of enthusiastically innovating the European residential market, and also includes the brands Joivy Renew, specialized in home renovation and turnkey furniture sales, and Joivy Invest, business Unit focused on real estate investments.

Joivy Scotland
JOIVY has established a reputation in Edinburgh as a premium rental management company focusing on adopting a hospitality attitude to property management.

JOIVY manages over 160 homes for individual owners, 60 for B2B clients and several apartment hotels. As we continue to grow our portfolio of high-quality serviced apartments, hotels, long-lets and rural retreats we also look towards our future growth throughout Scotland and maintaining the best possible service to both Guests and Clients.

Purpose of the role
Ensuring guests have the best possible experience and our property portfolio operates smoothly supporting the Guest Experience Manager coordinating a team of Customer Experience Coordinators and ensuring appropriate coverage for our communications with guests, performing directly a customer facing role when needed.

Key Responsibilities

• Support the Guest Experience Manager coordinating and training new and existing team members and maximise the effectiveness of the team
• Acting as first escalation point for any operations and guest experience matters
• Ensuring office and shift coverage managing rotas and being first supervisory reference point attending the office according to shift pattern
• Managing runners' productivity and organising their daily tasks

• Performing stock and inventory tracking for consumables

• Working with the maintenance team to ensure all properties are in the best possible condition and problems are resolved quickly

• Carrying out other adhoc work throughout the Scotland operations as required

• If needed, performing Guest Experience Coordinator duties, e.g.:

• Answering inbound calls from guests, clients and contractors

• Replying to messages by email and messaging from guests, clients and contractors
• Using online tools to manage reservations, calendars and property details
• Taking messages and booking callbacks with other team members
• Working with the Maintenance team to report, schedule and monitor repairs and renovations
• 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 Or 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

• £28,000 per annum for 40 hours per week (incl. lunch)
• £2,000 per annum incentive target
• 4 days a week shifts (8am to 6pm) based on rota, including weekends
• 33 days including Bank Holidays
• Pension contributions