Guest Experience Architect

Scale-Up Philippines; United Kingdom; Remote; GBP 21,000 - 30,000; Full time

Job summary

Scale Up Philippines partners with a UK property management and accommodation company to hire a Guest Experience Representative. You will manage guest interactions, maintain high service standards and support the guest journey through proactive communication.

The role emphasizes teamwork, CRM updates, and rapid issue resolution, with a focus on relaying information across departments to ensure guests are looked after from check-in to checkout.

Responsibilities

• Continuously creating and maintaining processes and delivery for high quality standards within the client's company
• Process & System development
• Guest Experience Optimisation
• One Team / togetherness / communication enhancement
• 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
• Relocations when an apartment has closed or an apartment has a major issue; coordinate relocation and update system within 24hrs
• Assisting with Relocations for Sales Benefit where required
• Proactively ensuring all guest issues are put 100% right to prevent repeats
• Being patient with challenging guests and keeping composure
• Ensuring all guests are happy during their stay and resolving issues before checkout
• Team oriented to maintain positive mood and motivation
• Ensuring all guests have paid before access
• Seek support from Sales Team for enquiries
• Ensure new enquiries sent to client lead email with relevant information
• CRM management: extract information from calls and update CRM
• Ensure every contact is added/updated
• Check and respond to WhatsApp group chats regularly
• All decisions align with the strategic objective
• TOFU – take ownership and follow up
• Identify problems, propose solutions; stay positive and empower your team
• Create a climate for people to do their best
• Stay calm under pressure; mature and reliable
• Work adheres to regulations in serviced accommodation sector
• Best process and systemization; document improvements
• All routine work documented in an operations manual
• Client and company information kept confidential
• All calls and emails returned within one business day and within two hours where possible
• Manager notified in exceptional report of issues or deadlines
• Problems with systems brought to manager
• Team members may cover other areas
• All communications professional
• Respect time and concentration
• Weekly meetings with manager
• Team members encouraged to propose ideas

Job description

Scale Up Philippines partners with a UK property management and accommodation company to hire a Guest Experience Representative. You will manage guest interactions, maintain high service standards and support the guest journey through proactive communication.

The role emphasizes teamwork, CRM updates, and rapid issue resolution, with a focus on relaying information across departments to ensure guests are looked after from check-in to checkout.