Customer Services
Team Communication
– Communicate with other members of the team such as Property Managers and
Directors through means such as Trello, WhatsApp, Email, Telephone, Video Call
etc.
– Send a daily check-in to all team members in the group chat of your feedback on
previous days work (such as challenges incurred, help needed, troubles with guest,
any complaints or damages, things to follow up with or keep an eye on etc.)
– Your workload for the day ahead, we will try to use Trello or to
organise and give you tasks for the day, highest priority items to be completed
first, then general responding to booking enquiries, guest messages & taking phone
calls.
Guest Management
– Managing new and existing booking requests through Uplisting which is our Channel
Manager/Booking Software. We use Uplisting to manage all bookings, speak to
guests, check on ID’s and deposits. This is the first central place to check-in to all the
time.
– Managing guest payments including but not limited to; taking payments, contacting
guests where there are declined payments, chasing declined payments and SECURITY
DEPOSITS WHICH IS THE MOST THING etc.
– Checking Stripe if a deposit has failed and chasing the guest to get them to resubmit
again – Guidance will be given on this and how.
– Taking inbound telephone calls from Clients such as guests using , which is
what you will use to answer calls from guests.
– Manage Guest Communication through all OTA (Online travel agents such as Airbnb,
or uplisting) channels using the individual platforms
– Inform Property Manager & Cleaning Team of any confirmed guest requests such as
late check-out, early check-in, additional stays etc.
– Give cleaning shifts to cleaners, using Properly which is the software
Review Management
– Inform housekeeping team of any issues highlighted in reviews by guests (using
Slack/WhatsApp channel)
– Collate recurring issues for management review
Maintenance
– Logging maintenance jobs and sending off maintenance requests following reports
from Property Manager/guests
– Working with letting agent’s, contractors, guests and Property Manager to
schedule in maintenance jobs.
Ordering of Goods
– Order supplies from consumables supplier as directed by Property Manager
– Order goods from online suppliers as directed by Interior Designer/Property
Manager/Director – (NOT NEEDED RIGHT NOW)
Creating and Operating Business Systems
OTA Management
– List new properties on all OTA channels (/AirBnb/Trip Advisor/SITU etc.)
– Manage and edit listings as required across OTA channels
Channel Management (Uplisting)
– Connect new properties from OTA to channel manager
– Optimising guest bookings to increase chances of long term bookings as directed by
the Property manager
– Relocating guests where required as directed
Guest Welcome Packs
– Build/edit guest welcome packs for new/existing properties (using template)
Will guide/assist you on, using powerpoint.
Business Operations Manual
– Create business operation and systems manual to include all processes and
procedures for how the business operates, used to train new employees and re-train
existing employees – to be completed by a method of video, written text etc. –
Update and maintain the manual, as required
– Document learns, challenges and problems for use in the manual to assist future
colleagues
General Administrative Roles
Invoice/Expense Management
– Generating invoices for Clients/Contractors/Guests, as directed by Property Manager
(PM) or Directors
– Filing of invoices/receipts/expenses into relevant folders for properties and directors,
as directed by PM or Directors
Reporting
– Collating sales and expense data for Key Performance Indicator (KPI) reporting on a
monthly basis and sending onto Directors, filling in accounting shit
– Creating performance reports for Property Owners using templates provided –
Collating utilities expense data from bookkeeper or PM and using to add into
expenses spreadsheet
Ad-hoc work
– Creating spreadsheets or tables when required, as directed by Property Manager or
Directors
– Assisting both the Directors & Property Manager with additional/emergency work
when needed
Transcribing
– Write up meeting notes and send out meeting minutes to all team members
– Write up documents from Slack voice recordings or Dictaphone recordings and store
them accordingly
Marketing
Social Media
– Managing email and text marketing to previous guests as directed by Directors
Managing and submitting posts in social media Facebook, Instagram & LinkedIn
– Responding to all Instagram and Facebook messages from people wanting to
book apartments.
Research
– Source relevant content for posting into FB group
– Find local events for us to create marketing to potential guests
Personal Assistant
PA to Directors
– General duties assisting Directors as requested
APPLY FOR THIS JOB:
Company: Klen Space
Name: Kieran Artus
Email: