Why Birchfort

We are a real estate and vacation rental management company that brings homeowners and travelers together. We serve both holiday and business travelers, and we are committed to deliver exceptional customer service. We believe in excellence in execution, following latest technology trends to provide best digital experiences to our guests to transform their experiences. Customer obsession is a state of mind for us. While we thrive for excellence, we like to also enjoy life and have fun together.

Job Overview

As a Guest Experience Specialist your ultimate task is to manage all guest communications and processes to ensure our guests have exceptional, easy, fun and unforgettable experience end to end. We are seeking customer obsessed, hardworking, flexible, hands on, efficient, and passionate candidates with positive attitude and growth mindset. Your ultimate success will be high level of satisfaction of our guests.

Key Responsibilities

1. Be the go to person for our guests for their end to end journey.
2. Do the reservations and all communications with the guests.
3. Do check in - check out processes with the guests and ensure the processes are executed properly.
4. Collect and process payments for reservations and all related guest services.
5. Be responsible for taking incoming guest calls, chat, email and make necessary outbound calls as needed and be efficient and fast in managing the communications traffic.
6. Ensure guest details, official documents are filed diligently and guest database is updated as per company procedures & policies.
7. Create solutions to potential problems & issues, even sometimes beyond the call of duty.
8. Provide clarity and peace of mind to guests to make their stay easy, fun and exceptional experience.
9. Support marketing team when necessary on promotional activities.
10. Exceed management targets and KPIs.

Job Requirements - Skills and Capabilities

1. Exceptional customer focus and passion for customer satisfaction.
2. Requires ability to work a flexible schedule including nights, weekends and holidays as needed to support the needs of the business.
3. Strong follow up and fast response skills.
4. Communicate in a positive, professional, empathetic and "customer-centric" manner both thru phone, email, video calls and chat.
5. Positive attitude with growth mindset. Be open to coaching and feedback.
6. Capable to learn fast and adapt to new technologies and constantly changing work environment.
7. Hands on person with strong problem solving skills.
8. Attention to detail and excellence in execution.
9. This role requires flexibility, including responding to guest needs during evenings, weekends, and public holidays.

Qualifications

1. University degree.
2. Previous business experience in hospitality, travel or tourism industry.
3. Fluency in written and spoken English.
4. Multilingual is preferred. Arabic or Russian are preferred second languages.
5. Driving license & having a car are preferred.

We are an equal opportunity employer committed to fostering diversity and inclusion in our workplace. We are committed to maintain a safe and productive work environment where diverse backgrounds and views are encouraged. We do not discriminate against race, gender, religion, color, origin, age, disability, or other classes. You can also send your CVs to [email protected]