Service Executive
About the job
Role purpose
The Service team is on the front line supporting our guests to make sure each and every one of them has a brilliant experience. With one hand you''ll be prepping bookings, fielding guest queries, and solving problems. And with the other, you''ll be carefully (and charmingly) attending to the needs of our guests.
That’s why we need a special sort of fast-thinking, customer-focused problem even more as you will be the onefinestay image/role model. This position involves 21 hours/week including shifts weekends
Duties and responsibilities
- Problem solving – breaking down issues to find the best solution for our guests to deliver excellent service recovery when things go wrong.
- Create & cultivate client relationships during the post-sale / pre-arrival / in-stay stages.
- Managing the relationships with guests, through both proactive and reactive phone, email and text communication.
- Actioning last minute booking requests.
- Organizing Meet & Greeters coverage.
- Flexing into other teams to support on discrete tasks dependent on business need.
- Supporting manager and France team on discrete projects as required.
Qualifications and experience
- You have a sharp eye for detail – our controls around planning and delivering are critical. Your eagle eye will spot something that would otherwise create a jam.
- You know what goes into great service and you have some experience in a customer service or hospitality role.
- You’ve got ‘nice person’ written all over you – we’re here to delight our customers, so we’ll need someone delightful.
- You’re equipped with sound judgement, even under pressure – you’ll have a ton of responsibility right off the bat.
- You make calm, collected decisions when the clock is ticking (with a smile, of course).
- Customer Focus - empathy, responsiveness and creative problem solving.
- You speak several languages (English & Italian as the basics).
- Department: Other Guest Relations
About you
- Language required: English.
The company
We started onefinestay to give people a new way to experience a place – staying in the finest homes in our favourite cities, with an unprecedented level of service and care. We're the only company that visits and vets each home in person.
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