The Business:
Gwestai is an independent short-term let/holiday accommodation agency specialising in listing and managing properties through booking sites like Airbnb. We were the first of its kind in Cardiff, UK which is our main operating area. Our exciting portfolio has doubled in size in the past 4 years to over 70 properties, ranging from 1-bedroom apartments to 16-person houses. We work in a fast-paced environment where we continue to grow rapidly. The company has a heavy focus on the use of technology to efficiently scale operations and maximise earnings. We use channel management software to list on multiple booking sites and rely on automation to reduce routine daily tasks.
The Role:
The main focus of the Customer services & admin assistant is to be the primary point of contact for guests, acting as coordinator between them and the rest of the departments within the business (e.g cleaning, maintenance & admin). This role will predominantly involve providing customer service support over email & phone and through our property management software. You will be answering queries on a variety of topics, communicating about maintenance issues and finding solutions to problems which arise whilst maintaining compliance with our internal policies. The success of the business ultimately depends on keeping our guests happy. So maintaining positive relationships is an essential part of the role.
Responsibilities include :
• Answering queries via phone and email regarding bookings, listings, assisting with accounting queries, updating guests and team on maintenance and other affairs at their property, processing requests for listing edits and either implementing them or collaborating with another member of the team
• Working amongst the team to ensure all owner communication is handled promptly and professionally, aiming to respond to queries promptly
• Collating accurate information for damage claims or disputes to meet strict deadlines
• Working with the team to coordinate maintenance visits
• Reporting feedback to ensure properties continue to meet and exceed guest expectations
• Problem-solving issues the guests raise using google/FAQ page/Guestbook for that apartment
• Other tasks include admin tasks for coordinating and noting any maintenance/drop-off tasks and calculating staff hours to submit to the accountant.
A vacancy has become available to join our company and the ideal applicant will have a C2 level of English, have a reliable internet connection & strive for customer satisfaction. The ideal shift pattern we have to fill is 42 hours a week, with 4 days on and 3 days off, working in London/UK time.
Wednesday – 4PM-10PM
Thursday – 10AM-10PM
Friday – 10AM-10PM
Saturday – 10AM-10PM
The remuneration is based on a base salary & an additional bonus for which you will become eligible after 3 months of service. The base salary is ?170 per hour which equates to ?31,416 per month. The additional bonus amount equates to an additional week’s pay per month of ?7140 and is based on satisfactory response times and adherence to policies & procedures. This gives a maximum remuneration of ?38,556.
The base salary is paid weekly & the performance bonus will be paid monthly (after 3 months of initial service). If you think that you are the candidate we are looking for, please send a short video explaining why you think you are our ideal candidate & highlight any previous experience you may have which you think might be relevant.
APPLY FOR THIS JOB:
Company: All I.T.
Name: Gwion Larsen
Email: