Guest Co-Ordinator

******APPLICATIONS HAVE NOW CLOSED FOR THIS JOB ROLE********

Job Title: Guest Co-Ordinator (Short-Term Rental Management)

Location: Remote (We are based in Norwich, a small city in the UK)

Hours: Full-time (40 hours per week), Monday to Friday (9-6pm with a 1 hour break). Subject to change under consultation.

WHY YOU SHOULD CONSIDER JOINING OUR TEAM
We offer a very supportive environment with a huge opportunity for development and pay increases. We are a young, friendly team who balances working hard and making work enjoyable! We are looking for some help and support as we enter an exciting period of growth. 
We are always happy to provide friendly support – you won’t feel alone even when working remotely. 
We offer a good opportunity with competitive pay and fair working conditions with a great, supportive team. We are looking for people who value this also and want to be a part of it but are also prepared to work hard. 

COMPANY OVERVIEW
Seven Space is a serviced apartment business based in Norwich, UK, offering premium accommodations for short-term rentals. We pride ourselves on providing exceptional service and comfort to our guests, ensuring their stay is enjoyable and hassle-free. We are a small team of 3 plus different cleaning teams, we are actively growing the company and are looking to expand outside of Norwich next year. We currently have 60 properties under management.

JOB DESCRIPTION
We are seeking a highly organised and experienced Guest Co-Ordinator to join our team remotely. The ideal candidate will have a minimum of 2 years of experience (though not essential) in short-term rental management and possess excellent communication skills in English. As a Guest Co-Ordinator, you will play a crucial role in managing various aspects of our serviced apartment business, including but not limited to:

Core Responsibilities:
Handling damage issues promptly and efficiently, coordinating repairs or replacements as necessary with our property manager.
Managing the email inbox, responding to inquiries from guests, suppliers, and other stakeholders with professionalism and timeliness.
Addressing guest complaints with empathy and resolving issues to guests’ satisfaction, while also applying charges for any damages or extra services according to company policies.
Coordinating maintenance tasks and troubleshooting problems to minimise disruption to guest stays.
Providing detailed check-in instructions to guests and assisting with any difficulties during the check-in process.
Answering phone calls courteously and confidently – assisting callers with inquiries, reservations, or issues.
Developing and maintaining Standard Operating Procedure (SOP) manuals for properties, documenting procedures for various operational tasks.
Ensuring property information in management platforms such as Guesty and Asana is accurate and up-to-date, including property listings, availability calendars, and rates.
Offering early or late check-in options to guests when possible and upselling additional services or amenities.
Confirming check-out times with departing guests to facilitate early cleaning and preparation for incoming guests.
Tracking and managing guest reviews, and utilising feedback to improve guest experience.
Generating and sending invoices to guests, reconciling financial records in Xero, and confirming payments (training given).
Managing damage deposits, if applicable, and coordinating payments to suppliers.
Analysing financial performance, generating income reports, and conducting performance reviews of rental properties.
Coordinating utilities for Rent-to-Rent (R2R) or owned properties and maintaining Google Sheets documents.
Uploading new properties to our management software – Guesty
Creating online welcome guides for each property
Helping our director with any urgent issues.
Creating owner reports for the end of each month.

As a member of our close-knit team, you’ll play a pivotal role across various facets of our business, collaborating closely with all team members. We foster a supportive atmosphere, providing comprehensive training to ensure your success. Our culture is laid-back, yet we maintain a strong commitment to excellence in all endeavors. During challenging times, we rally together to ensure we meet our objectives. Being part of a small team means you’ll have a significant impact on shaping our company’s trajectory. With ambitious plans for growth in the pipeline, there’s ample opportunity for career advancement in the years ahead.

QUALIFICATIONS DESIRED
Minimum of 2 years of experience in short-term rental management (preferred).
Fluent in English with excellent written and verbal communication skills.
Highly organised with strong attention to detail.
Ability to multitask and prioritise tasks effectively.
Proficiency in using or learning to use management platforms such as Guesty, Asana, Google Sheets and any basic design relevant software.
Strong problem-solving skills and ability to handle guest inquiries and complaints with professionalism.
Experience in remote work environments is preferred.
High Speed Wifi.
A quiet working environment.
A modern, fast and capable computer to work from.

HOW THIS ROLE ADDS VALUE TO OUR COMPANY
As we build the business and acquire more properties, your role will allow the team to increase operational capacity, to deal with the growing number of customers and clients.
You will be handling the virtual side of the business so that we can concentrate on physical tasks. The Guesty inbox is where all of our customers communicate with us and we are building a guest communications team who will primarily focus on liaising with the guests through emails and phone calls.
We are very much a start-up with many of our processes still being perfected. So we’ll be hoping to use your resourcefulness in helping us shape the company, whether it be coming up with new processes, or helping to improve those we have in place. You’ll be in a position to define standards of practice.

OUR COMPANIES PAY AND BENEFITS
Pay rate: 250 PHP per hour – starting rate, this can be increased very quickly for strong performance
This position is full time and permanent with a guaranteed 40 hours per week with 1 hour lunch/dinner break.
Weekly payment every Friday via Wise (previously known as Transferwise)
Holiday and bonus day schemes – the longer the tenure the better
Performance based cash bonuses
13th Month Pay (pro-rata and attendance based)
Pay increase based on performance

NOW THE IMPORTANT PART – HOW YOU CAN APPLY:
If you believe that you are an exceptional VA and have the knowledge and skills that I am looking for, then please apply for this vacancy by completing the following application form: Click to view/jGMNuMs7C1X7McXW7
Please note, we ONLY accept applications through this application process. PLEASE DO NOT use the website’s message board as we don’t monitor this. If you have technical difficulties completing the application form, please email us at: Click to view

We will respond to all applicants within 10 days thereafter. We would appreciate it if you do not email us to confirm receipt or send your CV. We will request your CV and references from you if you progress to the interview stage.
I look forward to hearing from you.

Tom,
Founder at Seven Space