Guest Experience Assistant

Role Overview & Responsibilities

MAIN AREAS OF WORK

• Responsible for dealing with a wide range of telephone/booking/general enquiries and correspondence
• Work using own initiative
• Accurately documenting / escalating issues where necessary
• Dealing with direct/corporate /last minute bookings
• Adding new properties to individual online travel agencies. To include all property information (locations/amenities/images etc), including updates as when required
• Property management system (PMS) operations and updates
• Diary management as required
• Provide high-quality administrative support
• Responsible for maintaining and developing stock control regarding laundry, cleaning products and in apartment stock
• Laundry account management, stock control, ordering, liaising with linen company
• Being assertive and problem solving in a timely manner when necessary
• Building effective relationships with suppliers, tradespeople, guests, online travel agencies etc
• Management of property maintenance e.g.: meeting tradespeople, overseeing work done and ensuring invoices sent to finance
• Working as part of a team effectively
• Social media content creation e.g.: ideas, planning, filming, execution: working with in-house photographer where necessary
• Organising / Unpacking orders
• Accurately reporting damages to online travel agents, including uploading photos / invoices
• Dealing with on-site issues e.g.: damages / guest issues
• Building guest relationships with an additional focus on customer retention
• Additional ad-hoc jobs

KNOWLEDGE, SKILLS & EXPERIENCE

• Ability to work flexibly
• Ability to work with confidential and sensitive data
• Creative yet analytical with a logical mind and an eye for detail
• IT literate
• Strong organisational skills
• Excellent interpersonal skills
• Reliable trustworthy and ability to always maintain confidentiality
• Ability to prioritise, multi-task and co-ordinate workloads and work under pressure to meet deadlines
• Time management skills
• Ability to work unsupervised and under own initiative
• High level of commitment and positive “can do” attitude
• Forward thinking ideas for innovation, improving systems / processes

ESSENTIAL

• Driving licence and must own a car (there is a small amount of driving with role within local area and mileage is paid)

ADVANTAGEOUS BUT NOT ESSENTIAL

• Knowledge / experience using Guesty – property management system
• Knowledge / experience using Price Labs or other similar dynamic pricing tools
• Knowledge / experience working with / using extranets of online travel agencies
• Sales experience
• Health / wellness knowledge

IDEAL CANDIDATES

• Values aligned with Your Lofts brand eg: authenticity, supportive culture, community, and excellence
• Driven and ambitious
• Has an interest in the future to progress into management
• Interest in property
• Forward thinking
• Team player
• Connections / previous relationships established with corporate travel management companies

Job Type: Full-time

Salary: £20,000.00-£22,000.00 per year

Benefits:

• Casual dress
• Free parking
• On-site parking
• Sick pay
• Wellness programme

Schedule:

• Monday to Friday
• Weekend availability

Ability to commute/relocate:

• Newcastle upon Tyne: reliably commute or plan to relocate before starting work (preferred)

Experience:

• Customer service (preferred)

Work Location: In person

Application deadline: 29/06/2023
Reference ID: YL001