Company Overview
We manage a portfolio of 150 properties, across 7 UK cities. All of our properties are available in the short-term rental market, and the majority are also for sale. It is an exciting time to join us in this period of growth.
Role Overview
Our Guest Experience team is available 24/7 to support our guests and provide the highest level of service, making sure all guest communication is responded to in a professional and timely manner.
For this role we are looking to hire somebody who will work between the two departments, Guest Experience and Guest Operations, helping both sides of the business according to the business needs. You will be talking to guests, arranging cleans and maintenance with regional on-the-ground teams, and speaking to estate agents. You will need to be a highly organised person to be able to prioritize tasks in a fast paced environment.
Longer term, there will be an opportunity to specialise in either of the two departments, as the business expands and the team grows.
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Main responsibilities
Inbound and outbound phone calls. You will be speaking with many different customers, you should be able to adapt your communication style depending on who you are speaking to.
Inbound and outbound emails. You should have excellent written communications skills, providing the right amount of information in the right tone. You should also be able to handle a busy inbox.
Stakeholder management. You will be working closely with other departments across the business, so will need to be able to provide clear and timely updates.
Troubleshooting. You will help guests using appliances that you have never used before, in homes you’ve never been to. You will need to be able to understand instructions and you should be resourceful when the information available is not enough.
Channel management. Managing the funnel of incoming requests from multiple stakeholders across the business.
Vetting. Follow the vetting process and be able to spot red flags and escalate accordingly when needed.
Soft skills required
Exceptional communication skills
Resolution-based mindset – we operate to resolve issues in a timely and complete manner, minimising unnecessary steps causing delays and inefficiencies
Ability to multitask effectively
Administrative skills
Tech savvy & comfortable using multiple software systems – you will work in guest experience, but we are a Tech start-up
Approachable and friendly to colleagues at all levels
Adaptable & dynamic in a fast-paced start-up environment
Confidence to provide feedback – we never assume we’re perfect!
If you are a motivated individual with a knack for leadership and a keen eye for detail, we invite you to apply for this challenging and rewarding role. Join us in delivering exceptional service and elevating our department to new heights.
What we offer:
Be part of a fast-growing company built to shape the future of the UK residential real estate market
Be part of a passionate, collaborative team that’ll stretch and challenge you
The opportunity to make a lasting impact; we’re a start-up so every day counts – what you create will have real, tangible results
Working hours are Monday- Friday 4 pm to 1 am PST, sometimes this can vary
You can work remotely from wherever you live in the Philippines
31,500 pesos as a starting offer
12 days paid holiday entitlement – increase every year by 1, with a maximum of 15 days
Sickness Pay : 3 days paid per calendar year
Monthly team-building events with prizes included!
Employee of the month with prizes included!
Additional 2,500 pesos on top of salary for SSS, PAGIBIG, and Philhealth – after your first month
Maxicare Eready card with 50,000 coverage – after your 3rd month!
13th Month Pay!
More benefits and compensations this year!
Interested in joining our team? Please send your CV to , SUBJECT LINE: Guest Experience Executive, and attach a recording telling something about yourself along with a reason why you believe that you’re an excellent fit for this role!
Our company is called Staybeyond/Flyp – a Property Management/Real Estate company based in London!
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APPLY FOR THIS JOB:
Company: Focal Point
Name: Justin Sison
Email: