The Resolutions team is responsible for end to end issue resolution of hospitality and home issues globally. The core scope of the department is to deliver a continued world-class experience to our guests and hosts when experience-impacting issues do arise, whilst not blowing the budget.
You’ll need to be passionately customer-centric but objective when problem solving, to drive the right solutions for both the business and the customer in a timely and organised manner. This requires the ability to build rapport with both customers and colleagues in the field.
Many issues will require practical or physical solutions, and thus strong operational knowledge is necessary to efficiently coordinate service recovery tasks in the field.
You’ll be taking ownership with a ‘hands on’ approach for resolving problems before, during and after bookings that escalate beyond the concierge scope, based on a severity level system; many procedures will be standardized, but some situations will require good logical reasoning skills and ability to think out of the box to facilitate an appropriate response. Attention to detail and ability to work quickly will be important to uphold the high service standards customers expected from our brand.
This role is suitable for someone looking for a role in the luxury vacation rentals industry with experience; but the role is an entry level role and as such new graduates looking to enter the industry would also be considered.
*Please note this position is a 6 month fixed term contract however, should there be an opportunity, it can be converted to Perm after the initial period. We operate on a rotating Monday - Sunday shift work schedule, thus the ability to work weekends and various holidays is required.
Collect detailed information from customers and the field to formulate a resolution response within service delivery guidelines and at controlled cost - the decisions of how, when, where and what will be yours to make and own, and can require some creativity.
Coordinate resolution tasks within the field efficiently, whilst keeping the customer informed of your and their actions; field resources (maintenance technicians, contractors, cleaners, stay managers etc.) will be shared across departments, thus an ability to prioritise and communicate effectively is essential for the daily running of the operations.
Arrange and manage all maintenance work delivered through internal and external contractors to facilitate any fixes required in our homes.
Assess the impact of the issue(s) experienced by the customer - taking into account the lifetime value of the customer, the impact on the brand and our contractual obligations - to offer a satisfactory compensation package within our guidelines, delivered in a way that emphasises luxury hospitality standards.
Collaborate effectively with members of the concierge and supply functions, who you’ll be working closely with on resolution cases.
Collectively with the team, you’ll drive high NPS and customer satisfaction scores.
Work with your peers and management to drive organisational and process improvements throughout the business to prevent repeat issues occuring.
Skills & Experience
- Excellent communication skills, with the ability to communicate difficult messages clearly and empathetically
- Fluency in written and spoken English required and other languages highly beneficial
- Good understanding of maintenance and how a property functions is highly beneficial
- Good understanding of hospitality issues
- Ability to confidently solve complex problems, balancing cost and customer satisfaction
- Strong organisation skills to prioritize and manage a large volume of cases during peak periods, as well as work autonomously
- Ability to calmly thrive under pressure and perform consistently
- Ability to support your peers where needed
- A keen commercial sense
- Operational coordination experience
- Delivery of luxury hospitality services
- Use of CRM systems to manage workflows
- Job type
- New York, NY, United States
- Customer Service
- Starting in
- As soon as possible
We’re bringing handmade hospitality to the world’s greatest cities. And we’re looking for talent to help us build it, evangelise about it, and deliver it to create great experiences. We’re doing something no one has ever done before and there are myriad things we need help with. Whether it’s to take care of our guests and our members (and their homes), sell onefinestay to homeowners and would-be guests, or refine our background operations, we’re setting ourselves the highest standards, scrutinising our processes and generally bending technology to our will.
Can you picture yourself bringing handmade hospitality to the world’s greatest cities? We’re looking for people who treat their work as a craft and want to make an impact from the first minute. Are you that special someone? Come. Join us - find out more at onefinestay.com/jobs