***Please do not apply if you do not have any experience in the relevant field as mentioned in the job description. This is a direct client working opportunity. You will be working with direct clients and not the agency.***
JOB TITLE
Guest Service Assistant
JOB OVERVIEW
We are looking for an experienced Guest Service Assistant to support our UK-based client with the day-to-day operations of their serviced accommodation business and communication with the guests staying in their properties. The role will involve responding to messages/emails, answering the phone, and other administrative tasks.
ABOUT THE COMPANY
TLC Stay is a small local business run by two families. Our mission is to approach everything we do in a kind and caring way to give our guests, properties, partners and the planet the Tender Loving Care deserved.
We provide comfortable, stylish and affordable spaces for people to stay. Whether you choose to stay for just a couple of nights or longer, we equip all our spaces with everything you need to feel like you’re at home. So, if you’re traveling for business, pleasure, adventure, alone, with colleagues or family and friends we like to think we’ve got everything covered for your needs.
At TLC Stay we strive to make sure all our spaces are respectful to the local area and sustainable and kind to the planet. We use environmentally friendly and energy efficient products and refill cleaning materials to try and reduce packaging waste and harm to the planet.
We also often up-cycle art and decoration items which we find our guests love as it also creates a unique and snazzy look. Please feel free to visit: / for more information.
DUTIES AND RESPONSIBILITIES
• Answer customer service emails and phone calls
• Organise correspondence and answer emails
• Data entry
• CRM management
• Deal with guest bookings, reservations, check in and check out
• Ensure customer satisfaction and maintain professional customer support
• Make sure that all guests’ needs and expectations are met throughout their stay
• Operate booking system
• Promote, encourage and generate direct bookings through calling and following up with guests prior to check-in, post check-in and following check-out.
• Organise Cleaning Schedule and liaise with cleaners to ensure cleans are carried out when required and to a high standard.
• Report, log and monitor on urgent maintenance and maintenance requests or suggestions via nominated reporting tool (Asana).
• Ensure visibility of properties across various online channels like and AirBnB
• Assist in dealing with guest complaints in an effective and courteous manner, seek and provide solutions as quickly as possible
• Process guest payments
• Respond and manage online reviews
• Other ad hoc duties as and when required
SYSTEMS AND TOOLS
Good to have experience with the following:
• Airbnb /
• Eviivo
• Guest Talk
• JustCall
• PriceLabs
• Project management software (Asana, Trello etc.)
• Xero
QUALIFICATIONS
• Proven experience as a Guest Service Virtual Assistant (minimum of 1 year)
• Previous experience within the hotel, or hospitality industry is a huge bonus
• At least 1-year proven experience as a Virtual Assistant
• Excellent written and verbal communication skills
• Passion for delivering excellent customer service
• Strong interpersonal skills and ability to build rapport with guests
• Problem-solving skills and the ability to handle guests’ complaints and resolve issues effectively
• Strong analytical and organisational skills with a keen attention to detail.
• Huge advantage if you have experience in documenting SOPs, preferably derived from training materials or videos and simplify them into step-by-step procedures
• Proficiency in using CRM systems, and other relevant tools
• Proficiency in MS Office (MS Excel and MS PowerPoint, in particular)
• Proficiency with cloud-based platforms such as Google Docs, Google Sheets, Zoom, and other remote team messaging apps
• Excellent time management skills and the ability to prioritise work
• Ability to work independently and collaboratively in a team environment
• Ability to multitask, prioritise, and manage time effectively
• Proactive attitude
• Ability to work with minimum supervision
• Able to work in the UK Timezone
• Reliable, high speed internet connection
WORKING HOURS:
02:00 PM – 8:00 PM UK Time
HOW TO APPLY
Send an email to with a message requesting access to the application form with, ”Putting TLC in TLC Stay” in the email subject line.
APPLY FOR THIS JOB:
Company: Outsourcing Hive
Name: Outsourcing Hive
Email: