Guest Experience Coordinator (Remote)

The Flex; City Of London; Remote; GBP 30,000 - 40,000; Full time

Job summary

A modern hospitality firm is seeking a Guest Experience Coordinator to ensure that all guests feel supported and cared for throughout their stay. This role focuses on delivering high-quality service, managing check-ins and checkouts, and solving guest issues efficiently. Ideal candidates are empathetic, detail-oriented, and have a strong background in customer service. Join this innovative team to help shape the future of flexible living.

Benefits

Competitive salary and performance-based incentives

Remote-first work culture

Opportunities for career growth

Qualifications

• Excellent written and spoken English (French or additional languages are a bonus).
• Experience in hospitality, customer service, or short-term rentals.
• Tech-savvy and comfortable using PMS, CRM, and digital communication tools.
• Calm under pressure with a proactive, solution-oriented mindset.
• Highly empathetic, detail-driven, and committed to exceeding expectations.
• A positive, people-focused attitude and the ability to connect with diverse guests.

Responsibilities

• Respond promptly to inquiries via chat, email, and phone.
• Oversee check-ins, checkouts, and in-stay assistance.
• Take ownership of issues and ensure swift resolutions.
• Keep guests informed at every stage through clear communication.
• Identify recurring issues, document insights, and enhance PMS.
• Recommend add-ons or local experiences to elevate stays.

Skills

Excellent written and spoken English

Experience in hospitality or customer service

Tech-savvy with PMS and CRM tools

Calm under pressure

Highly empathetic and detail-driven

People-focused attitude

Job description

About The Flex

At The Flex, we’re reimagining how the world rents. We believe finding and staying in a home should feel as effortless as ordering on Amazon — instant, seamless, and borderless.

Our proprietary Property Management System (PMS) powers this mission by automating bookings, communication, and operations across global cities, creating frictionless experiences for both guests and landlords.

We’re building a team of A-Players — ambitious, proactive, and committed to excellence. If you love making people happy, thrive in fast-paced environments, and turn challenges into opportunities, this is your chance to join a company transforming how the world lives and travels.

🎯 The Role

As a Guest Experience Coordinator, you are the face and voice of The Flex — ensuring every guest feels supported, informed, and genuinely cared for from booking to checkout.

You’ll deliver fast, empathetic, and high-quality service while representing a brand that blends smart automation with a thoughtful human touch.

This role goes beyond troubleshooting — it’s about crafting memorable stays, building trust, and turning guests into long-term advocates of The Flex.

⚙️ Key Responsibilities

Guest Support – Respond promptly to inquiries via chat, email, and phone with clarity, empathy, and professionalism.

Smooth Stays – Oversee check-ins, checkouts, and in-stay assistance to guarantee seamless guest experiences.

Problem Solving – Take ownership of issues, collaborate with Operations and Tech, and ensure swift, complete resolutions.

Communication Excellence – Keep guests informed at every stage; tone and timing matter.

Process Feedback – Identify recurring issues, document insights, and work with Product and Ops to enhance our PMS and workflows.

Upselling & Engagement – Recommend add-ons or local experiences that elevate stays and increase guest loyalty.

🧠 What You Bring

• Excellent written and spoken English (French or additional languages are a bonus)

• Experience in hospitality, customer service, or short-term rentals

• Tech-savvy and comfortable using PMS, CRM, and digital communication tools

• Calm under pressure with a proactive, solution-oriented mindset

• Highly empathetic, detail-driven, and committed to exceeding expectations

• A positive, people-focused attitude and the ability to connect with diverse guests

🌍 Why Join The Flex

Make an Impact – Every interaction shapes how guests experience The Flex globally.

Work Globally – Collaborate with a world-class, international team.

Grow Fast – Build your career as The Flex expands across continents.

Competitive Rewards – Attractive salary plus performance-based incentives.

Remote-First Culture – Work from anywhere; we value results over location.

🧩 The Flex

We’re not just building another hospitality brand — we’re creating a global ecosystem for flexible living, powered by automation, data, and real human connection.

If you’re ready to help redefine what it means to feel at home anywhere, we’d love to meet you.

#LI-Remote