At a Glance
- Tasks: Create amazing guest experiences by handling inquiries and resolving issues.
- Company: Join Houst, a fast-growing property management service with a global presence.
- Benefits: Enjoy 33 paid holiday days, birthday off, employee discounts, and a MacBook.
- Other info: Dynamic culture with regular social events and a focus on employee wellbeing.
- Why this job: Be the voice of Houst and make a real difference in guest satisfaction.
- Qualifications: Fluent English, excellent communication skills, and a knack for problem-solving.
The predicted salary is between 30000 - 42000 £ per year.
We\'re Houst : A professional management service for properties. Our mission is to make hosting on websites hassle-free for everyone using technology to disrupt the short-term accommodation sector. We\'ve grown fast. Since launching in 2015, we\'ve partnered with thousands of happy hosts, helping them to make important earnings. The business has now expanded worldwide - we\'re operating in over 20 cities globally, from Auckland to Lisbon, and there\'s a lot more to come. From holidaymakers to full-time landlords, host happiness is central to everything we do.
We\'re looking for a Guest Experience Specialist to join our team on-site in London. You\'ll be the voice of Houst, creating great guest experiences every day.
Hours: Monday-Friday, 15:00-00:00
Location: 100% on-site, London (must live within a commutable distance, as late-night transport can be a concern).
What you\'ll do:
- Handle inbound guest messages and calls, following up on requests and enquiries.
- Resolve complaints quickly and professionally.
- Share accurate information about Houst properties, policies, and procedures.
- Manage reservations and bookings across platforms.
- Keep detailed records of all guest interactions in our CRM.
- Provide outstanding service via phone and email.
What we\'re looking for:
- Fluent or business-level English.
- Excellent phone manner, active listening, and clear written communication.
- Confident with CRMs and general computer use.
- Strong multitasking, time management, and problem-solving skills.
- Resilient and able to handle difficult conversations professionally.
- Knowledge of Airbnb or hospitality is a plus.
- Based in London, within a commutable distance to our office (Second Home, Houst, 68 Hanbury St, London E1 5JL)
- Have the full right to work in the UK
- Fluent in English (spoken and written)
- Exceptional telephone manners, customer service, active listening and verbal, and written communication skills.
- Proficient in computer usage, particularly with CRM software.
- Strong multitasking and time management abilities.
- Proven problem-solving skills and the capacity to handle challenging customer interactions.
- Knowledge of the Airbnb platform and hospitality industry is beneficial (Desirable).
Culture
Enviable company culture - we\'ve put time into getting our work culture just right. Regular team social events Company-wide recognition of outstanding work Opportunities to innovate Lots of snacks and treats provided by the company (in the office)
Wellbeing
Dedicated to employee wellbeing Wellbeing hub with virtual fitness, nutrition, yoga, meditation and talking therapy classes Betterhelp coverage for mental health support Dedicated employee well-being meetings
Benefits
- 33 paid holiday days (including public holidays)
- An extra day off for your birthday - because who wants to work on their birthday?
- Employee discounts - at heaps of restaurants, shops, gym memberships, cinema tickets and more
- Pawternity - We encourage proud parents of new pets to work from home to help their new member settle in
- Pension - We provide a pension scheme for all permanent employees MacBook - for business use
At Houst, we embrace diversity and inclusion as fundamental pillars of our workplace culture. We believe that a diverse team fosters creativity, innovation, and success. We are committed to creating an inclusive environment where everyone feels valued and has equal opportunities to contribute and succeed.
Guest Experience Specialist employer: Houst Limited.
At Houst, we pride ourselves on being an exceptional employer, offering a vibrant work culture in the heart of London that prioritises employee wellbeing and growth. With generous benefits such as 33 paid holiday days, an extra day off for your birthday, and a commitment to diversity and inclusion, we create an environment where our Guest Experience Specialists can thrive while delivering outstanding service to our guests. Join us to be part of a dynamic team that values innovation and recognises your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Guest Experience Specialist
✨Tip Number 1
Get to know Houst inside out! Familiarise yourself with their properties, policies, and the guest experience they aim to provide. This will help you stand out during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your phone manner and active listening skills. Since you'll be handling guest calls, it's crucial to sound confident and approachable. Try role-playing with a friend to get comfortable with different scenarios.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully resolved issues or handled difficult conversations. This will demonstrate your resilience and ability to manage challenging situations.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join the Houst team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Guest Experience Specialist
Some tips for your application 🫡
Show Your Personality:When you're writing your application, let your personality shine through! We want to see who you are beyond your qualifications. A touch of humour or a personal story can make your application stand out.
Tailor Your Application:Make sure to customise your application for the Guest Experience Specialist role. Highlight your relevant experience and skills that match what we're looking for, especially in customer service and communication.
Be Clear and Concise:Keep your writing clear and to the point. We appreciate well-structured applications that are easy to read. Avoid jargon and focus on conveying your message effectively.
Apply Through Our Website:Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Houst Limited.
✨Know Your Stuff
Before the interview, make sure you’re familiar with Houst’s mission and services. Understand how they use technology to enhance guest experiences and be ready to discuss how your skills can contribute to that goal.
✨Show Off Your Communication Skills
As a Guest Experience Specialist, communication is key. Practice articulating your thoughts clearly and confidently. You might even want to role-play handling guest inquiries or complaints to showcase your active listening and problem-solving abilities.
✨Demonstrate Your Multitasking Ability
Prepare examples from your past experiences where you successfully managed multiple tasks at once. This could involve juggling phone calls, emails, and CRM updates. Highlighting your time management skills will show you can thrive in a fast-paced environment.
✨Be Ready for Scenario Questions
Expect questions that put you in real-life guest scenarios. Think about how you would handle difficult conversations or resolve complaints. Practising these responses will help you feel more confident and prepared during the interview.
