Guest Experience Coordinator - Summer Season Part-time

Purpose of the role

Ensuring guests and landlords have the best possible experience and our property portfolio operates smoothly. This role is split between office-based work in our HQ and on the ground across our portfolio throughout Edinburgh.

• Answer inbound calls from guests, clients, and contractors.
• Triage issues and inbound requests.
• Reply to messages via email and the platform ENSO.
• Use online tools to manage reservations, calendars, and property details.
• Take messages and book callbacks with other team members.
• Perform reservation changes (cancellations, extensions) on Airbnb, , and similar tools.
• Work with the B2B team for corporate bookings.
• Work with the Maintenance team to report, schedule, and monitor repairs and renovations.
• Any other ad hoc work throughout Edinburgh operations as required.
• When required, support broader team operations, including:
• Dealing with invoice requests from the finance department.
• Ordering consumables and performing stock‑take as needed; replacing broken and faulty items in properties.
• Scheduling cleaning, checking auto tasks, recording owner cleans on Airtable.
• Checking key returns (Keynest and office pick‑up).
• Carrying out property inspections.
• Completing inventories, check‑outs, and inspections of long‑term rentals.
• Conducting meet and greets and coordinating guest check‑ins/outs.
• Maintaining guides and manuals for properties.
• Maintaining the office, controlling stock and supplies, and light reception work.

• Experience in hospitality or customer service.
• Problem‑solver and self‑driven to provide outstanding customer service.
• Fluent in English (C1 level, written and spoken); additional languages are a plus.

• £13,500 per annum.
• 20 hours per week, 2 days a week, shift pattern based on rota which includes weekends.
• 16,5 days per year including bank holidays, pro‑rata based on contractual hours/period worked.
• Pension contributions.