Guest Care

The role of Guest Care Specialist ensures that enquiries are dealt with as swiftly as possible and following a booking, the customer journey is as smooth and seamless as possible. Hick ups will happen along with way, but they must be resolved professionally and quickly. You will be the key liaison point between the Guest & the Landlord and you will deal all communications and requests during the Guests stay at the property.

PRIMARY TASKS
Pre booking
• Monitor and allocate emails within the MHIY shared inbox
• Ensure our tracker is constantly updated with all new enquiries

During the booking
• Deal with guests after a booking is made, acting as the first point of contact between them and the landlord, send check in details, ensure our Guest terms and conditions are acknowledged and being the key liaison point. There must be a centralized audit trail for each guest where all interactions & transactions are files
• Prior to check-in, ensure we have signed contract from landlord with up to date gas + PL certs
• Problem-solve when issues arise, ensuring swift resolution and keeping all parties updated (guest, supplier + landlord). Organizing compensation where necessary.
• Manage all damage claims to includes collation of all evidence, value engineering claim to ensure they costs are reasonable and being key liaison point between landlord & supplier
• Driving guest reviews + social media / linked in. This is a new initiative and will require you to test various review collection strategies, measure their effectiveness and roll-out the most effective method. Reviews then need to be broadcast on our B2B social network to attract new landlords and build credibility.
• Drive landlord reviews
• Manage any compensation claims between MHIY & landlord and ensure guest is adequately compensated while keeping our supplier up to date at all times.
• Managing all extension requests, extending guest stays in existing properties where possible or sourcing alternative accommodation for guests where necessary

Post booking
• Final review of guest files before sending to archive.

Secondary Tasks:
• Assisting the booking team with enquiries to ensure swift turnaround of requests for our suppliers.
• Be prepared to perform any other reasonable duties


Essential skills
· A fantastic telephone manner.
· Excellent interpersonal skills.
· The confidence to work independently and also as part of a team.
· Highly organized with the ability to multi-task.

What we Expect from you:
· To be confident, articulate communicator - both orally and in writing.
· Efficient in maintaining administration and record keeping electronically.
· Demonstrable ability to deal with problems and challenges effectively.
· Good IT skills, social-media awareness.
· Ability to manage time and co-ordinate priorities effectively.
· Attention to detail.

What you'll need to succeed
· A positive, enthusiastic, pro-active approach and the willingness to be hands-on.
· Take initiative in accommodating the customers’ needs in a resourceful manner
· A genuine interest in delivering excellent service and going above and beyond for our customers.

Work Hours: 9:30am to 5.30pm