Guest Experience Representative

Scale Up Philippines is partnering with an established UK-based property management and accommodation company to hire a Guest Experience Representative. This position is accountable for producing the following results:
Ensuring that every one of our guests #experience more through proactive Guest Experience.

Strategic Work

• Continuously creating and maintaining the processes and delivery for high quality standards within the client's company
• Process & System development
• Guest Experience Optimisation
• One Team / togetherness / communication enhancement

Tactical Work

All Guest Experience touchpoints,

• Detailed in our Guest Experience System & Journey
• Answering all inbound guest calls promptly and professionally, ensuring no enquiry is missed
• Actioning replies & monitoring the main Guest Experience inbox
• Actioning all calls and messages in line with the guest journey and internal procedures
• Building rapport with guests through friendly, confident and personalised communication
• Proactively anticipating guest needs and offering assistance where possible
• Ensuring clear handover notes between in hours and out of hours colleagues
• Assisting with the implementation of guidebooks and instructions on the guest digital journey
• Ensuring rapid resolution using The Pathway on the complaints training presentation
• Liaising with and leaving notes for other departments
• Implementing service recovery where appropriate, for rapid solution implementation where appropriate

Reactive Guest Experience / working as a team

• Relocations where an apartment has closed or an apartment has a genuine major issue such as a leak, no hot water etc.
  • Fully communicated, as soon as we know that the relocation will be required, with a confirmation of acceptance or cancellation far in advance of the stay.
  • Ensuring that the guest is cancelled or indeed knows of the new apartment and is moved on the system into that apartment within 24hrs of notice that the apartment is not available.
• Assisting with Relocations for Sales Benefit where required.
• Proactively ensuring all guest issues / negative guest experience instances are put 100% right to prevent repeat issues.
• Being patient with challenging guests and keeping composure at all times.
• Always ensuring all guests are happy during their stay, then doing as much as possible to resolve any issues before checkout.
• Always being team focused and understanding the needs of individuals in the team to maintain and boost positive mood and motivation.
• Ensuring that everyone on that day has paid before they have access.
• Should always seek support from the 'Sales Team' with any enquiry and any of potential high value, long duration and / or made by a key account.
• Ensure all new enquiries are sent to clients lead email for follow up from the sales team with all relevant information regarding the enquiry.

CRM management

• Extract full and accurate information from every phone call and update the CRM accordingly.
• Ensure every individual in contact with the company is added into and/or up to datE
• Ensuring the whatsapp group chats are checked and responded to regularly.

• All decisions will be made in alignment with the strategic objective.

• TOFU – take ownership and follow up.
• Identify problems, propose solutions. Consistently show up with a positive, solution focused attitude and empower your team to do the same.
• Create a climate in which people want to do their best, motivate many kinds of direct reports and team or project members. Knows how to get the best out of others.
• Stay calm under pressure, do not become defensive or irritated when times are tough. Is considered mature. Can be counted on to hold things together under pressure.
• All work done within the business must adhere to the…