Guest Experience Coordinator

onefinestay is about passionate people delivering exceptional stays for our guests around the world and creating a homeowner community. We started with one booking in 2010 and now we’re part of global brands Accor and The Exclusive Collective. We’re in 30 destinations with a carefully curated collection of nearly 3,000 homes, villas and chalets. With each memorable stay, we deliver a level of personal service and professional hospitality unmatched in the luxury private rental industry.

We’re global. We look for people with drive, service-first approach and an entrepreneurial spirit. We want everyone to have big ideas and to play their part in shaping the future of onefinestay. In return we’ve created a strong culture where everyone is recognised for their contribution to our success.

Role purpose

Guest Experience Coordinator to join our guest-facing team, ensuring guests have an amazing stay. You will be the primary point of contact for guests once booked, assisting them through their pre-stay, in-stay and post-stay journey. Whether this is pre-planning through the pre-stay stage, with home information, arrival schedule, and gathering any additional information to improve their experience. Managing their in-stay period, with troubleshooting issues and efficiently resolving home breakdowns and home issues. Plus any post-stay topics that need to be addressed.

Being the main point of contact for any complaints and disputes arising from guests, and working closely with our Property Management and Direct Operations Teams to efficiently handle any issues in a timely manner.

While this role is customer service-centric, there are two other elements: one guides and assists guests with their trip planning and helps create experiences that make their stay unforgettable. It also involves up-selling to our guests by utilising our wide range of additional service offerings to elevate their experience.

Duties and responsibilities

• Being the main point of contact, assist guests with troubleshooting problems as they arise.
• Managing all guest communications, whether this is email, phone, text, or WhatsApp.
• Acting as the internal contact point between guests, operational suppliers and contractors to fix any issues that might arise during a guest's stay, including our Property Management Team and Direct Operations Teams.
• Drive additional services to increase market revenue and improve overall business revenue growth.
• Assist guests and accounting with payment processing and ensure all outstanding payments are collected.
• Guide and assist guests with trip planning, and create experiences that make their stay unforgettable.
• Working with, and in some cases adhoc sourcing, worthy suppliers to help facilitate guest requests.
• Collaborate with other market team colleagues, as well as some support functions, to support any guest queries, ensuring all our guests are taken care of at all times.
• No qualms about working on weekends & bank holidays.
• We are open 365 days a year, with some out-of-hours and weekend requirements needed to support the business.

Skills and experience

• Excellent written & verbal communication skills, interpersonal skills, and proficiency in other languages will be valued.
• Sales experience is preferred but not essential.
• Enthusiastic, energetic and responsive: you thrive in a fast-paced environment and communicate confidently internally and externally.
• Able to work in multiple systems and CRM/PMS systems.
• Great at building relationships and communicating with a diverse client base.
• Good organisational skills and able to manage your own workload autonomously.
• Ambitious and results-driven by a love of delivering top-quality customer service
• Sound judgement and decision-making skills, even under pressure.
• Hospitality experience preferred - ideally in hotel and F&B, or retail.
• Good commercial awareness preferred but not essential.
• Mature approach and personal: warm, naturally sociable and outgoing. Able to build a rapport with a diverse group of sophisticated guests.

KPIs

• Response times to incoming guest communications and resolution times
• Additional Service performance
• Guest satisfaction (NPS & CSAT)