Guest Services Agent

MUST HAVE SHORT TERM RENTAL EXPERIENCE!

Curated Property is a boutique firm that manages a select portfolio of unique luxury rental properties across London, Bath, the English countryside, Europe, and Asia. We pride ourselves on delivering exceptional service and maintaining the highest standards for our discerning clientele.

We're looking for a dynamic and proactive Guest Services Agent to join our small, dedicated team. In this role, you'll be the primary point of contact for guests, from initial inquiries to post-stay satisfaction. You'll play a crucial part in securing bookings, ensuring a positive guest experience, and maintaining our properties to the highest standards. This is an excellent opportunity for someone who thrives in a fast-paced environment and is passionate about delivering luxury service.

Key Responsibilities:

Guest Communications:
o Engage with guests and clients across live chat, phone, and to provide assistance, address inquiries, and ensure a seamless and positive guest experience.
o Act as the main point of contact for all guest inquiries and third-party suppliers.

Booking Management:
o Respond promptly to inquiries from potential guests.
o Secure bookings and manage reservation details efficiently.

Property Maintenance & Coordination:
o Arrange and oversee property maintenance to uphold our "Curated" standards.
o Identify areas for improvement and recommend necessary upgrades or maintenance to landlords.
o Schedule and coordinate cleaners, suppliers, and maintenance contractors to ensure timely and efficient property upkeep.
o Facilitate maintenance access to properties, coordinating with landlords, tenants, and contractors to resolve issues promptly.

Guest Satisfaction:
o Proactively address guest needs and concerns to ensure overall guest satisfaction.
o Handle feedback effectively and implement solutions to enhance the guest experience.

General Administration:
o Fulfill ad-hoc tasks as required to support the smooth operation of the business.

Hours

• 4:00 PM – 10:00 PM every day

AND/OR

• 8:00 AM – 5:00 PM weekends

What We're Looking For

• Previous experience in a customer service or hospitality role, preferably within a luxury setting.
• Prior experience within the Short-Term Rental (STR).
• Excellent spoken and written English communication skills are essential, with a professional and friendly demeanor.
• Strong organizational skills and attention to detail.
• Ability to multitask and prioritize effectively in a dynamic environment.
• Proactive and problem-solving mindset.
• Proficiency in using live chat, phone, and email platforms.
• Proficiency in Guesty is preferred.
• A team player who is adaptable and eager to learn.