Guest Experience Coordinator

Our Group Joivy is the first comprehensive residential platform in Europe to offer a wide range of living spaces to its users — coliving, microliving, vacation, student housing, multifamily and coworking — and to support property owners and investors with a complete range of services to enhance their real‑estate assets: property management, asset management, and marketing strategy. Joivy counts 400 employees (32 yo average age & more than 30 countries of origin), 21 offices across Europe, 50 destinations, and 6 countries (Italy, Spain, France, Portugal, UK, and Bulgaria). Joivy Scotland has established a reputation in Edinburgh as a premium rental management company focusing on adopting a hospitality attitude to property management. Joivy manages over 160 homes for individual owners, 60 for B2B clients and several apartment hotels. As we continue to grow our portfolio of high‑quality serviced apartments, hotels, long‑lets and rural retreats we also look towards our future growth throughout Scotland and maintaining the best possible service to both Guests and Clients.

Purpose of the role

Ensuring guests and landlords have the best possible experience and our property portfolio operates smoothly. This role is split between office‑based work at our HQ and out and about across our portfolio throughout Edinburgh. This role requires active communication with guests mainly in person, in writing, using Joivy’s communication platform, and over the phone. The ideal candidate will have excellent communication skills (spoken and written), customer service skills and experience working in a fast‑paced office environment.

Key Responsibilities

• Answering inbound calls from guests, clients and contractors.
• Triaging issues and inbound requests.
• Replying to messages by email and messaging from guests (on ENSO), clients and contractors.
• Using online tools to manage reservations, calendars and property details.
• Taking messages and booking callbacks with other team members.
• Performing reservation changes (cancellations, extensions) working on Airbnb account, Booking.com extranet and similar tools.
• Working with the B2B team for corporate bookings.
• Working with the Maintenance team to report, schedule and monitor repairs and renovations.
• Any other ad hoc work throughout the Edinburgh operations as required.
• When required, perform duties in support of the broader team’s operations, including but not limited to:
• Dealing with invoice requests from the finance department.
• Ordering consumables and performing stock‑take as needed; replacing broken and faulty items in our properties.
• Scheduling cleaning, checking auto‑tasks, recording Owner cleans on Airtable.
• Checking key returns (Keynest and office pick‑up).
• Carrying out property inspections.
• Completing inventories, check‑outs and inspections of long‑term rentals.
• Conducting meet and greets and coordinating guest check‑ins/outs.
• Maintaining guides and manuals for properties.
• Maintaining the office, controlling stock and supplies, and light reception work.

Required Skills And Or Qualifications

• You have experience in hospitality or customer service.
• You are a problem‑solver and self‑driven to provide outstanding customer service.
• You are fluent in English (C1 level, written and spoken) – additional languages are a plus.

Terms & Conditions

£25,400 per annum, to be increased from April 2026. 40 hours per week, 4 days a week, shift pattern based on rota which includes weekends. 33 days including Bank Holidays full‑time equivalent, pro‑rata based on actual contracted weekly hours. Pension contributions.