Guest Experience Coordinator

  • Salary: £22000 - £25000 per annum
  • Industry: Business Support » Greater London
  • Location: Permanent / Full Time
  • Job Type:
  • Ref #: 1192689
  • Post date: 11th October 2021

THE ROLE:

  • Effectively deliver and promote consistently high levels of customer service ensuring the guest experience in all areas of the customer journey is seamless
  •  Responding quickly and swiftly to guest enquiries and dealing professionally with any queries or problems promptly and efficiently, ensuring accurate reporting and timely follow up, and building good and positive relationships with guests
  • Owning the guest feedback process, ensuring the maximum number of reviews are received and are responded to, and our customer ratings are maintained and continuously improved
  • Proactively identify improvements beneficial to our guests and the UnderTheDoormat Team and be part of the delivery of any initiatives implemented
  • Understand our customer data deeply, be able to report on trends and related solutions and maintain our data accurately on all our systems
  • Support the managing of end-to-end logistical operations such as cleaning, linens, check-ins/outs, ensuring a seamless guest experience
  • Support the team in resolving any maintenance issues to the satisfaction of our guests
  • Participate in any personal development and training that is identified to help you carry out your role more effectively, as well as delivering any team training within your areas of expertise as and when required
  • Uphold, safeguard and promote our values and behaviours at all times
  • You must be comfortable with travelling across London, visiting sites. It is your responsibility to ensure that all guests and homes are well maintained and serviced (including essential stays). Many days will be working on-site as we operate a 7-day business, and it is important we adhere to government standards such as PPE and personal hygiene measures

ESSENTIALS:
  • Eagerness to learn and desire to grow within an exciting, growing hospitality company
  • Someone with experience in the hospitality and leisure industry, who sees their future career in hospitality operations in a holiday rental market or property management company
  • Someone who thrives under pressure and with constantly changing dynamics
  • Someone who has strong written, verbal and interpersonal skills who's energetic and focused


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