Hiatus Stays is a fast growing UK based Serviced Accommodation company with 20 properties currently within it’s portfolio and a large vision to continue scaling with a mission “To be the trusted choice for serviced accommodation.”
The Executive Operations VA role is To support and encourage the efficiency of Hiatus Stays in relation to the Operations department, specifically regarding guest relations, property management and bookings.
Reports to:
Operations Manager
Rate:
$6.00 USD an hour
Hours:
35 Hours a week: Thursday-Monday
Working hours: 10am-5pm GMT
Key Areas of Responsibility:
BOOKINGS
Guest Relations
-Respond to all guest correspondence including enquiries, questions and issues in a prompt manner
-Responsible for accommodating the requests and concerns of guests across their whole journey from booking to check in, during their stay, and post check out.
-Be proactive in resolving guest issues and complaints
-Liaise with cleaners to ensure cleaning guide is followed at each changeover and issues are reported/resolved
-Handle deposit deductions where necessary
-Respond to guest reviews and action improvements
-Update booking notes and changeovers on Uplisting when required
-Receive incoming phone calls as first responder
-Confirm check ins and changeovers are finalised for the following day
-Follow up any missing requirements for the guest arrivals of the next day
-Check in and check out guests on Uplisting
-Cancel unconfirmed reservations the past day or tag them as No Show
-Review the Key status of departures using Keynest and follow up after check out time if necessary
-Check Uplisting / OTA messages and GM email to ensure all messages are replied to and guests’ concerns are added in Asana and enquiries are addressed
-Review Complaints in Asana board and update any action made by Hospitality team, Compensation
package decided by the management and guest’s responses about the offer
BOOKINGS MANAGEMENT
-Optimise listings across all OTAs
-Develop and manage strategies to increase direct bookings e.g offer return guests 10% discount
-Contact eligible guests 48 hours before they leave if they want to extend
-Encourage people convert to direct bookings (long stays)
-Manage nightly rates on Price Labs to increase bookings in high and low seasons
-Property Management
-Manage reported property issues and work with contractors and guests to ensure resolution
-Oversee and schedule in monthly site visits and action any necessary tasks to maintain property standards
-Facilitate the ordering of replacement items in properties when needed (i.e if an item is broken by a guest)
-Work with the team to ensure each property meets it compliance requirements
-Ensure all property information is kept up to date
ONBOARDING
-Assist with admin related tasks involved in onboarding new properties including creating listings on OTAs, Uplisting, Guest Guides etc.
-Assisting with preparation of onboarding properties such ordering furnishings, style/room guides, managing budgets etc
SKILLS AND CHARACTERISTICS REQUIRED
Proactive
Takes initiative
Impeccable customer service skills
Attention to detail
Creativity
Self-Motivation and Discipline
Time Management Skills
Effective Decision Making
OUR VALUES
Excellence
Innovative
Guest Centric
Integrity
OUR MISSION
Continuously evolving our guest’s experience, providing an effortless and memorable stay.
OUR VISION
To be the trusted choice for serviced accommodation.
Please complete our application form in full, successful applicants will be contacted within the next 7-10 days /rjm2pSBXg1fZVhXw6
APPLY FOR THIS JOB:
Company: HIATUS STAYS LTD
Name: Demi & Darryll Stephen
Email: