Guest Experience Executive

Summary

Join Houst, a professional property management service, and become a key part of our growing global team. We are looking for someone to expertly handle inbound and outbound guest communications, ensuring all concerns are addressed promptly and professionally. You will be responsible for resolving customer complaints, providing accurate information about our properties and policies, and managing reservations efficiently. Maintaining detailed records of customer interactions and demonstrating strong problem-solving skills are crucial. The role requires excellent communication and multitasking abilities, proficiency with CRM software, and a willingness to work varied shifts. Remote work is possible, but you must meet specific technical requirements.

Requirements

• Fluent or with business proficiency in English
• Willingness to work varied shifts, including evenings, weekends, and public holidays
• Exceptional telephone manners, customer service, active listening, verbal, and written communication skills
• Proficient in computer usage, particularly with CRM software
• Strong multitasking and time management abilities
• Proven problem-solving skills and the capacity to handle challenging customer interactions
• Remote work readiness: Focused workspace, Headset with mic and webcam for meetings, Stable high-speed internet with backup (Minimum of 5Mbps), Computer (laptop or desktop) with recommended specs (Quad-core CPU at least 2.5GHz or higher - RAM 8GB or higher), At least 128GB SSD for drive C

Responsibilities

• Expertly handle inbound messaging, ensuring guests' concerns are heard and addressed
• Proactively engage with guests through both inbound and outbound calls, diligently following up on requests and inquiries
• Transform customer complaints into resolutions with timely, professional, and adept problem-solving
• Serve as a trusted source of current and accurate information on Houst’s properties, policies, and procedures
• Efficiently oversee reservations and bookings via our platforms for a seamless booking experience
• Diligently maintain comprehensive records of all customer interactions in the company’s CRM system
• Display flexibility and a can-do attitude toward diverse tasks

Preferred Qualifications

Knowledge of the Airbnb platform and hospitality industry is beneficial (Desirable)