Guest Service Assistant

***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.

THE COMPANY
PS Apartments is a local company based in the heart of Cambridge. They aim to please their guests by providing accommodation that is both luxurious and modern.

Their properties accommodate up to 6 guests to suit any occasion. They work with a variety of companies requiring high class living spaces, ranging from a few nights to a few months stay per time.

Please feel free to visit: Click to view/ 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
• Ensure visibility of properties across various online channels like Click to view 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
Must have experience with the following:
• Airbnb /Click to view
• Project management software (Asana, Trello etc.)

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
• 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
• Attention to detail and problem-solving skills
• 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 (UK Time)
This position requires 1-2 hours of work per day. Must be available to work between the hours of 07:00 and 22:00 GMT.

HOW TO APPLY
Send an email to Click to view with a message requesting access to the application form with, ”PS: Guests Deserve the Best” in the email subject line.