Luxury Guest Experience Concierge

OneFineStay; Greater London; In loco; GBP 24.000 - 30.000; Tempo pieno

Descrizione del lavoro

onefinestay is seeking a Guest Experience Coordinator to join our guest-facing team in London, ensuring guests have an amazing stay. You will be the primary point of contact for guests before, during, and after their stay, handling pre-stay planning, in-stay support, and post-stay issues with poise.

You will manage communications across email, phone, text, and WhatsApp, coordinate with Property Management and Direct Operations, and drive additional services to enhance revenue while delivering

Competenze

• Excellent written & verbal communication skills.
• Sales experience is preferred but not essential.
• Enthusiastic, energetic and responsive; you thrive in a fast-paced environment and communicate confidently.
• Able to work in multiple systems and CRM/PMS systems.
• Great at building relationships and communicating with a diverse client base.
• Good organisational skills and able to manage your own workload autonomously.
• Ambitious and results-driven by a love of delivering top-quality customer service.
• Sound judgement and decision-making skills, even under pressure.
• Hospitality experience preferred - ideally in hotel and F&B, or retail.
• Good commercial awareness preferred but not essential.
• Mature approach and personal: warm, naturally sociable and outgoing.

Mansioni

• Being the main point of contact, assist guests with troubleshooting problems as they arise.
• Managing all guest communications, whether this is email, phone, text, or WhatsApp.
• Acting as the internal contact point between guests, operational suppliers and contractors to fix any issues that might arise during a guest's stay, including our Property Management Team and Direct Operations Teams.
• Drive additional services to increase market revenue and improve overall business revenue growth.
• Assist guests and accounting with payment processing and ensure all outstanding payments are collected.
• Guide and assist guests with trip planning, and create experiences that make their stay unforgettable.
• Working with, and in some cases adhoc sourcing, worthy suppliers to help facilitate guest requests.
• Collaborate with other market team colleagues, as well as some support functions, to support any guest queries, ensuring all our guests are taken care of at all times.
• No qualms about working on weekends & bank holidays.
• We are open 365 days a year, with some out-of-hours and weekend requirements needed to support the business.

Conoscenze

Communication

Sales experience

Energetic

CRM systems

Relationship building

Organisation

Results driven

Decision making

Hospitality experience

Commercial awareness

Mature & sociable

Descrizione del lavoro

onefinestay is seeking a Guest Experience Coordinator to join our guest-facing team in London, ensuring guests have an amazing stay. You will be the primary point of contact for guests before, during, and after their stay, handling pre-stay planning, in-stay support, and post-stay issues with poise.

You will manage communications across email, phone, text, and WhatsApp, coordinate with Property Management and Direct Operations, and drive additional services to enhance revenue while delivering