Guest Care Executive - VA

Host & Stay is based in the UK and provides full service holiday home property management to over 1,000 properties across the UK. Host & Stay was born from a love and passion for property, and a desire to lead the change in an age old industry.

We’re looking for a hardworking, driven and passionate candidate to join our team as we get set for further growth, helping our owners to maintain their high quality properties, and to ensure our guests receive the very best customer service whilst staying with us.

Are you passionate about customer service and looking for a new, exciting challenge? If you answered yes, then look no further, a role at Host & Stay is just what you are looking for.

As a Guest Care Executive, you will spend each day working to capture the hearts of our guests. With a genuine passion for service and problem resolution you will be working within a team of people who thrive from making a positive difference. You will grasp every opportunity to make someone’s day, have a positive outlook, and love a reason to help others.

You will help our customers book their holidays, providing them with all the information they need from the time of booking right up to when they go on holiday. You will continue to support them if something isn’t quite right whilst they are on holiday, along with investigating and resolving customer complaints. You will do this through multiple channels including telephone, email, live chat and social media.

You must be confident on the phone - ready to take high volumes of in bound and make outbound calls. This is a not a ascriptive role, we love your personality to shine.

As a Guest Care Executive you will work within a supportive team environment and handle all customer queries so you can support them, whatever their reason for contacting us may be. You will have the desire, drive and commitment to exceed our customers’ expectations and deliver an exceptional customer experience.

To be considered for this role you MUST :

- Speak fluent English
- Proficient English writing skills
- The ability to present information confidently at all levels
- Confidence on the telephone
- Previous experience in Customer Service Role - in a Call Centre Environment would be desirable
- Excel at multi-tasking, organisation and time management
- Great administrative skills
- Be computer literate and able to learn new digital platforms and systems quickly and effectively.
- Ability to empathise with the customer and understand their circumstances
- Ability to remain calm under pressure, especially during busy periods
- Personable
- Strong decision making skills

You do need to have excellent written and verbal English skills. It’s also important that you know how to use the applications we listed below. You don’t need to be an expert in all of them, but you need to be at least familiar with most of them.

Microsoft Word
Microsoft Excel
Outlook emails & Calendar
Project management software (We currently use Trello)
Guesty (Not essential but desirable)
Breezeway (Not essential but desirable)
FixFlo (Not essential but desirable)

We are looking for someone who has a strong Customer Service background, with experience with dealing with complaints and resolution over the phone and email. You must be confident in making outbound calls.

This is a full-time position (37.5 hours per week), working 5 days over 7 (including weekends) - variety of hours through the day and night (UK Times).

Salary is 220PHP per hour.

You will receive 26 bonus days per year (holidays will be prorated depending upon your employment start date) which increases along side your service length, and we also pay 13th Month.

When applying please state your Customer Service background, and if you have had experience with dealing with complaints and resolution. Please also attach a copy/ or link to your CV/Resume.