Guest Management Co-Ordinator

Responsible for:
The Guest Management Coordinator is responsible for managing daily operations related to guest services, property maintenance, and communication with guests. The role requires strong organizational skills, the ability to multitask, and effective communication.

Reports to:
Operations Manager

Hours:
40 Hours a week: Monday- Sunday (Wednesday and Sunday day off)
Suggested working hours
10am-6pm GMT

Key Areas of Responsibility:

1. Meetings and Coordination:
– Attend the Touch Base meeting to discuss daily tasks and updates.

2. Guest Services:
– Answer guests’ inquiries on all OTA platforms and Hostaway.
– Check the Hostaway Calendar for guest check-ins, check-outs, and new bookings.
– Ensure all necessary automated messages have been sent to guests.
– Review the ChargeAutomation Dashboard for guest check-in status and follow up on incomplete pre-check-in
requirements.
– Respond to guest messages on Airbnb and BDC platforms.
– Pre-approve Airbnb inquiries.

3. Email and Communication:
– Review and respond to emails to address notifications received during off hours.
– Chase overdue, cancelled, and new bookings to convert them to direct bookings.
– Weekly check and respond to Airbnb reviews.
– Create reviews for guests who check out on Airbnb.
– Review important emails from Senior members of staff
– Monitor messages on Slack for internal communication.

4. Administrative Tasks:
– Process bi-weekly payroll reports.
– Report and resolve any guest issues or feedback.
– Track and follow up on orphan days (unbooked days between reservations).

5. Property Maintenance:
– Ensure the master calendar on Operto Teams reflects the Hostaway calendar.
– Verify that all scheduled cleaning and maintenance tasks are being performed.
– Follow up on issues noted, unassigned tasks, and incomplete tasks on the Operto Teams dashboard.
– Confirm that all security deposits have been authorized on the ChargeAutomation dashboard and chase any outstanding online check-in

6. Coordination with Service Providers:
– Coordinate with dry cleaners for deliveries and schedule future dates.
– Communicate with cleaners regarding any issues with property access or late check-outs.

7. Guest Experience:
– Ensure all expected guests receive digital guides for their stay 30 minutes prior to check-in time, provided all pre-arrival
requirements have been completed.

Benefits:
– Competitive salary.
– Paid time off
– Opportunities for professional development and career growth.

PLEASE COMPLETE APPLICATION FORM

Application Form:
Click to view/7bgxZuAHnY8JNa9NA