Guest Support Agent

Freelance Guest Experience Support

Pass the Keys is one of the leading short-let management companies in the UK. We are looking for new members to join our guest support team.

If you are a tech-savvy individual with a passion for customer service, who has experience with Airbnb as a guest or as a host then this may be a fit for you!

Job Responsibilities:

Guest Messaging
Includes, but is not limited to, responding to guest queries before, during and after their stay.
Coordinating with our local team to troubleshoot guest concerns and following the guidelines for escalating guest issues.

Guest Calls
Answer guest calls in relation to their reservation

Reservations and Listings
Manage and process Airbnb and Multiplatform bookings, including guest verification, cancellations and refunds

Operational and Admin Support
Manage and respond to tickets raised for guest issues and ensure all practices are in line with published LMS and training

Schedule:
We are looking to hire someone who can work on a flexible schedule as we operate 24/7. The number of hours per week/month will vary depending on demand. We will start with a part-time role with a possible option to apply for a full-time position later on.

Training
The first 8 – 12 weeks of the role will include training and a probationary period. Once you are deemed fit to operate individually and have submitted needed requirements you will continue to be part of the team at an increased rate.

Failure to comply with needed requirements or unsatisfactory performance evaluation may result in ending your contract with the company.

Requirements:
NBI Clearance
Registration as a self-employed professional. This is not immediately needed upon application, but we would require proof of this to be submitted before the end of your probationary period. This is important to ensure that we employ legitimate workers who comply with their tax obligations.
Candidates with prior BPO, Airbnb or hospitality experience are preferred.
Knowledge of English at level B2/C1 according to the Common European Framework of Reference for Languages (CEFR) levels to be proved by valid documents if needed.

We will review all applications and reach out to you if you are considered for the role.