Guest Experience Assistant Manager - Permanent contract - (f, m, x)
Apply for the Guest Experience Assistant Manager - Permanent contract - (f, m, x) role at Joivy.
Purpose of the role
Ensuring guests have the best possible experience and our property portfolio operates smoothly supporting the Guest Experience Manager coordinating a team of Customer Experience Coordinators and ensuring appropriate coverage for our communications with guests, performing directly a customer facing role when needed.
Key Responsibilities
* Support the Guest Experience Manager coordinating and training new and existing team members and maximise the effectiveness of the team
* Acting as first escalation point for any operations and guest experience matters
* Ensuring office and shift coverage managing rotas and being first supervisory reference point attending the office according to shift pattern
* Managing runners’ productivity and organising their daily tasks
* Performing stock and inventory tracking for consumables
* Working with the maintenance team to ensure all properties are in the best possible condition and problems are resolved quickly
* Carrying out other adhoc work throughout the Scotland operations as required
* If needed, performing Guest Experience Coordinator duties, e.g.:
o Answering inbound calls from guests, clients and contractors
o Replying to messages by email and messaging from guests, clients and contractors
o Using online tools to manage reservations, calendars and property details
o Taking messages and booking callbacks with other team members
o Working with the Maintenance team to report, schedule and monitor repairs and renovations
o Carrying out property inspections
o Completing inventories, check-outs and inspections of long-term rentals
o Conducting meet and greets and coordinating guest check ins/outs
o Maintaining guides and manuals for properties
o Maintaining the office, controlling stock and supplies, and light reception work
Required Skills And Or Qualifications
* You have experience in hospitality or customer service;
* You are a problem-solver and self-driven to provide outstanding customer service;
* You are fluent in English (C1 level, written and spoken) - additional languages are a plus!
Terms & Conditions
* £28,000 per annum for 40 hours per week (incl. lunch)
* £2,000 per annum incentive target
* 4 days a week shifts (8am to 6pm) based on rota, including weekends
* 33 days including Bank Holidays
* Pension contributions
Seniority level
Entry level
Employment type
Full-time
Job function
Other
Industries
Hospitality
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