Guest Experience Representative

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 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 #experiencemore through proactive Guest Experience.

Key Responsibilities:

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 groupchats are checked and responded to regularly.

Position-Specific:

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

Companywide:

• 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 current regulations within the serviced accommodation sector.
• Best process and systemization are key to the success within this role and the company overall. All innovation will be quantified, tested, and improved, then documented for routine implementation (i.e., well-orchestrated once proven).
• All routine work will be documented in an operation manual. The information included in the operations manual is proprietary.
• Client and company information will be held strictly confidential outside the company.
• All telephone calls and emails both internal and external, will be returned within one business day and within two hours whenever possible.
• The manager will be notified in an exceptional report of any issues to be resolved or deadlines that cannot be met by the reporting position, prior to the due date.
• Problems with any system must be brought to the attention of the manager in an exception report, so the system can be improved within the structure of the operations manual.
• Team members will provide staff assistance as requested; each team member may be asked from time to time to cover other areas of accountability and/or departments.
• All business communications, whether verbal, visual, or written, whether for internal or external use, will be professional in tone and content and in accordance with applicable and existing company policies and standards.
• Team members will respect each other’s time, space, and need for concentration. Socializing and interruptions must not impede workflow.
• Team members will have weekly, regularly-scheduled meetings with their manager.
• Team members are encouraged to recommend ideas for the improvement of their department and position that are consistent with the company’s strategic objective.

Why Join Scale Up Philippines?

At Scale Up Philippines, we connect talented Filipino professionals with world-class clients who value people as much as results. This one is for someone ready to grow.