About the Role

A fast-growing holiday home management company is looking for a dedicated and customer-focused professional to join its team. This role requires a proactive individual who excels in delivering exceptional guest experiences while ensuring seamless operations.

Key Responsibilities:


Serve as the primary point of contact for guests across multiple communication platforms, including OTAs (e.g., Airbnb, Booking.com) and WhatsApp.
Assist guests throughout their stay, from pre-booking inquiries to check-out, addressing concerns, and providing top-tier service.
Maintain accurate and up-to-date booking records in the Property Management System.
Coordinate with cleaning and operations teams to ensure properties are prepared for guest arrivals.
Handle unexpected issues such as maintenance requests or service disruptions with efficiency and professionalism.
Follow up with guests post-checkout to gather feedback and encourage repeat bookings.


Required Qualifications & Skills:


At least 3 years of experience in a high-velocity customer support environment, such as banking or telecom.
Strong problem-solving abilities with the capacity to remain calm under pressure.
Excellent written and spoken English with clear and professional communication skills.
High attention to detail, ensuring accuracy in booking records and guest interactions.
Comfortable using platforms such as property management systems, Asana, Notion, and WhatsApp Business.
Ability to work independently while also collaborating effectively with teams.
Must have the necessary resources to work remotely.
Adaptability to company systems and processes.


Preferred Qualifications:


Experience handling guest support for OTAs like Airbnb, Booking.com, or Vrbo, including familiarity with their policies and dispute resolution processes.
Leadership or mentoring experience, with the potential to train or manage team members.