The Resolutions team is responsible for end to end issue resolution of complex hospitality and property maintenance 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 arise, whilst being cost conscious.
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 through property maintenance contractors, and thus strong operational understanding 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 standardised, 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 is an entry level role.
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.
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.
Manage difficult communications with high value customers (homeowners, guests and travel agents) who are unsatisfied with our service, product or resolution offered.
Resolution cases worked on will mostly be within, but not restricted to, your region e.g. Europe, thus you must be comfortable with interacting with international partners and understand or learn local operating nuances.
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 is required, and other languages (particularly French and Italian) are highly beneficial
Ability to confidently solve complex problems, balancing cost and customer satisfaction
A keen commercial sense
Operational coordination experience
Good understanding of hospitality and property maintenance issues
Delivery of luxury hospitality services
Use of CRM systems to manage workflows
Strong organisation skills to prioritise and manage a large volume of cases during peak periods, as well as work autonomously
Ability to calmly thrive under pressure, perform consistently and work with a sense of urgency
Ability to support your peers where needed
- Job type
- Fulltime job
- London, United Kingdom
- 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