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Job Summary
Duties:Guest Communication & Experience Management:
Handle guest communication across multiple platforms (Airbnb, Booking.com, direct bookings, email, and phone).
Provide accurate, prompt and professional responses to guest inquiries, complaints and requests.
Manage the flow of communication between guests, housekeeping and maintenance teams to ensure smooth check-ins and stays.
Follow up on guest feedback and coordinate solutions to enhance the overall experience.
Leadership & Team Coordination:
Support and guide the Guest Relations team members during high-volume communication periods.
Ensure team adherence to service standards and communication protocols.
Assist in training new team members on platform communication, guest handling and operational coordination.
Take initiative in identifying recurring challenges and proposing actionable solutions to management.
Platform Management (Airbnb, Booking.com, and Others):
Monitor and manage guest messages, inquiries, and booking requests on all OTA platforms.
Ensure all property listings are accurate, up to date, and aligned with company standards.
Respond to guest reviews with professionalism, maintaining brand reputation.
Identify opportunities to improve listing performance, response rates and guest ratings.
Communicate guest issues and feedback to the Guest Relations Manager for strategic follow-up.
Problem Solving & Service Recovery:
Handle guest escalations tactfully and efficiently, ensuring that all issues are resolved promptly.
Coordinate with other departments (Housekeeping, Maintenance, Key Accounts) to address guest needs in real time.
Implement follow-up procedures to confirm guest satisfaction after issue resolution.
Escalate critical or unresolved concerns to the Guest Relations Manager with detailed documentation.
Administrative & Operational Support:
Maintain accurate logs of guest communications, incidents, and resolutions.
Assist in preparing weekly guest feedback and review summary reports.
Support the Guest Relations Manager with operational updates, checklist monitoring, and guest-related reporting.
Help organize internal communication and coordination between departments to prevent service delays.
Requirements:
Grade 12
A formal hospitality qualification will be an advantage
Strong leadership and mentoring capabilities.
Excellent written and verbal communication skills.
Professional, calm, and empathetic approach to problem resolution.
Ability to manage multiple communication channels simultaneously.
Proficiency in OTA systems (Airbnb, Booking.com, etc.) and property management software (PMS).
Attention to detail and strong organizational skills.
Team-oriented, adaptable, and proactive mindset.
Craven Cottage CC
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