At a Glance
- Tasks: Manage guest communications, handle reservations, and coordinate property inspections across Edinburgh.
- Company: Joivy is Europe's first comprehensive residential platform, offering diverse living spaces and property management services.
- Benefits: Enjoy a competitive salary of £27,000 per annum and 33 days of annual leave pro-rata.
- Other info: This role involves both office-based work and on-site property management.
- Why this job: Join a dynamic team of 400 employees from over 30 countries, enhancing guest experiences in Edinburgh.
- Qualifications: Experience in hospitality or customer service and fluent in English (C1 level) are required.
The predicted salary is between 27000 - 27000 £ per year.
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 (32yo 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 has established a reputation in Edinburgh as a premium rental management company focusing on adopting a hospitality attitude to property management. 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 in 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.
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 and 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 adhoc work throughout the Edinburgh operations as required
- 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
£27,000 per annum
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
Guest Experience Coordinator - Summer Season (June-September) employer: Joivy
Joivy operates in six countries, including the UK, with a focus on premium rental management in Edinburgh. Employees enjoy a vibrant workplace with an average age of 32 and diverse backgrounds. The company offers a pension scheme and generous holiday allowance.
