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 a part-time, experienced Guest Service Assistant to support our UK clients 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
Property Malak Ltd is a well-established real estate and short stay accommodation business, with its head office in Leicester. The business operates a portfolio of serviced houses and luxury serviced apartments.

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
• 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
• Write and send client invoices
• Appointment setting & arranging meetings
• Operate booking system
• Ensure visibility of properties across various online channels like Click to view Silverdoor, SITU, Apartment Service Network and
AirBnB
• CRM management (experience with Tokeet is desirable)
• Other ad hoc duties as and when required
• Manage and organize files

SYSTEMS AND TOOLS
Must have experience with the following:
• Airbnb / Vrbo / Click to view
• Xero
• Amenitiz
• Knowledge of Google Sheet/Excel
• Project management software (Asana, Trello etc.)

QUALIFICATIONS
• Proven experience as a Guest Service Virtual Assistant (minimum 2 years). *Previous experience within the hotel, or hospitality industry is a huge bonus
• 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)
20 hours per week, Sunday to Wednesday (flexible working hours). We require somebody who is able to work in the UK Timezone.

HOW TO APPLY
Send an email to Click to view with a message requesting access to the application form with, ”Guest Service Maestro” in the email subject line.